Flipbook

Billing

100

Explain the Procedure for:

Bad Debt for less than $100

 

• Schedule the appointment.
• Advise patient they have an outstanding balance and that they can take care of it at their upcoming appointment.
• If the patient has questions, transfer them to the billing department.
• Make a note in the Details field that the patient was advised. 

200

What is the extension to the Billing Group

5120

300

Explain the Procedure for:

Bad Debt for $100 - $500

• Schedule the appointment first.
• Advise patient they have an outstanding balance, and let them know you need to transfer them to billing after scheduling the appointment.
• Transfer the patient  to Amanda Childs at ext. 3118
• Make a note in the Details field that the patient was advised and transferred to billing.

400

What is the extension for the business office Hotline? 

5119

500

Explain Procedure:

Bad Debt for $500 or More

• Do not schedule the appointment. 
• Advise patient they have an outstanding balance that needs to be resolved prior to scheduling an appt.  
• Advise patient you will transfer them to billing and when the balance is resolved, to please     call back and we will schedule their appointment.  
• Transfer patient to Amanda Childs at ext. 3118
•  Make a note in the Details field that that the patient was advised and  transferred to billing.  

Insurance

100

In the Flipbook, which tab and page number contain instructions for:

Adding and Hiding Insurance. 

Tab: Training - NextGen

Page: 3

200

In the Flipbook, which tab and page number contain instructions for:

Supplemental and Medigap Insurances

Tab: Insurance and Pricing

Page: 5

300

In the Flipbook, which tab and page number contain instructions for:

Envolve Insurances

Tab: Insurance and Pricing

Page: 3

400

In the Flipbook, which tab and page number contain instructions for:

Insurances considered OON for Tyler ASC.

Tab: Insurance and Pricing

Page: 2

500

In the Flipbook, which tab and page number contain instructions for:

Insurances that Require Referrals

Tab: Insurance and Pricing

Page: 2

Doctors

100

If a pt calls in for an exam and they have already established care with one of our Optoms, is okay to schedule with another Optom?

We need to do our very best to keep them with that Optom

200

In the Flipbook, which tab contains Longview Scheduling Criteria. 

Tab: Dr. Scheduling Preferences. 

300

For Dr. LeBus, what is the criteria for scheduling a Maroon spot.

ONLY fill with permission from Becky, Kellye, or any other Techs

400

Latest time in the morning and afternoon to schedule a dilated appointment? 

Morning: 10:30AM

Afternoon 3:30PM

500

Do HEA Optoms do fittings RGPs or Hard Contacts

No. 

Technical Issues

100

If you are having technical issues, how do we let others know? 

Post in Teams Call Center Group Chat

200

Does I.T. have an email address for opening an I.T. Support Ticket? 

[e-mail]

300

What extension can you call for I.T. Support?

2200

400

What is the direct line (10-digit phone number) for I.T.?

 903-508-6499

500

What is the first step to take if you are having PC Issues?

Reboot

Appointment Reminders

100

What time of the day does HEA start to send reminder messages?

8:00AM

200

What is the cadence for our standard appt reminders?

Appt Reminder Cadence:

5-Day Reminder (email).

4-Day Reminder (text message).

3-Day Reminder (automated phone call) 

24-Hour Reminder (text message)

300

Does Dr. Spindle send reminders for appt types '2-3 MO Spindle PO'

Yes

400

Which contact Fields in NextGen and synchronized with Vital Interactions?

NextGen           Vital

Home Phone > Home Phone

Work/Day Phone > Work Phone

Cell Phone > Cell Phone

Sec Hm Phone > Cell Phone

500

Do we send a 24-hour pre-appt reminder? 

Yes, 24-hour pre-appt reminder which is always sent.