Program Basics
What is the primary goal of Lumata’s program for patients?
Prevent vision loss through coordinated care and education.
What is the first compliance piece you should say when a patient answers the phone?
FCC statement "I am calling you on a recorded line"
If a patient says they’re “not interested,” what’s a good follow-up question?
Can I ask what concerns you the most about the program? and Can I follow up in a few months?
Where do you log the outcome of your call?
In the “Call Outcome” field in Salesforce
What should you listen for when shadowing an experienced specialist?
Tone, pacing, responses to objections
Name two types of patients we typically enroll.
Diabetic patients, dry eye patients, Macular degeneration patients
What are the 4 compliance pieces that must be said on each call.
medicare insurance statement, recorded line (FCC), only one physician can bill for our services, optional and can opt out
True or False: You should immediately close the call if the patient declines once.
False – you should explore their reasoning
Where do you go to find your next patient to call?
OmniChannel
True or False: You should use the same script word-for-word during live calls.
False – scripts are guides, not strict.
How long does the average Lumata program last for enrolled patients?
1 year at the least. But can be longer....
What do you confirm at the end of a successful enrollment call?
Consent, understanding, contact info, and call date/time
What is one way to personalize your response to a hesitant patient?
Reference a benefit relevant to their condition or situation.
What’s the difference between a “prospective” and “on hold” status in Salesforce?
Prospective means in "contact" mode, but On Hold means theres an item to complete or not able to contact patient at this time
What’s one insight you learned during shadowing that you’ll apply on your calls?
Open-ended
What is the name of the " call" when a patient agrees to enroll receive?
Initial Care Call or Care Call
What should you do if a patient says they’ll think about it?
Document the outcome and schedule a follow-up.
What should you always document after a decline?
Specific reason for the decline and any relevant notes.
Name two fields that must be completed for every successful enrollment.
Call outcome field selected and EMR spreadsheet
During shadowing, what’s a red flag that a call might not go well?
Patient sounds confused or rushed.
What makes Lumata’s approach different from typical eye care follow-up?
Proactive care coordination, education, and tech-based reminders
What are two “call killers” to avoid during your intro?
Speaking too fast or using too much technical jargon (sounding robotic)
What’s one sign that a “decline” might still be recoverable later?
Patient says they’re unsure, or asks questions even after saying no
What’s the best way to flag a patient who needs follow-up?
Use the "task" option or select follow up date post call to have it automatically be created
What’s the most effective way to close a call confidently?
ecap the next steps and thank the patient for their time.