New
When dialing out to a patient, what do you need to disclose?
That we are calling on a recorded line.
What is the next step for New orders that we are unable to reach on our 1st attempt to contact patient?
Leave VM, Send email (if applicable)
Set Follow up date for 1 week from the date of the 1st attempt to contact.
Where do we confirm patient's last payment date in Filemaker?
Billing Info> Transactions
Who is responsible for getting Voicemails throughout the week?
EVERYONE
Thursday after our meetings, those who are on huddle notes that week.
How many attempts do patients have to confirm their date of birth when registering for the patient portal?
3 attempts. After the third attempt the will get a message asking them to reach out to the Vital Tears Patient Services Team
Other than an email, what are the two most important things to get from a patient on a new call?
Hippa & Payment
How many tubes can be drawn for a UCI patient and where can they get their blood draw completed?
20 & Exam One-Orange is the only standing lab that has 20 tube kits OR Exam One Mobile (VT 2.0 Kit).
What are the payment options for a HC order & a Full order?
Full: $699 upfront or 6 monthly payments of $130
HC: $699 upfront or 2 monthly payments of $350
Where can you find your schedule & break times?
Teams PS Schedule Tab
We should be going to our breaks and lunches as close to our scheduled time as possible! Please review when the schedule to verify your times, if it needs adjusted, come talk to Haliey.
What is the purpose of the Patient Portal?
The patient portal is a fast, convenient way for VT Patients to access and manage their VT orders from start to finish.
If a patient is calling in for a refill and they previously had a half order, role play the conversation of upgrading to a full order with the person to your right.
Benefits: A full order will give you approximately twice the amount of tears from a single blood draw, and you'll save more money over the course of a year.
More cost effective for the patient, saving roughly $300 a year.
4 x $425 = $1,700 OR 2 x $699 = $1,398
Approximately 2 blood draws per year VS 4.
What is the maximum amount of tubes that can be drawn for a Vital Tears order? (Non-Kaiser or UCI pts)
14 tubes
Where can you verify that a payment was successfully completed in the portal?
Portal Transactions
What is the expectation when emailing mentormate?
Email from your personal email and put the patient reference number in the subject line and CC Veronica McCloskey's VT email.
What clinics do NOT have access to the Patient Portal?
UCI, Kaiser CO, Kaiser, NEEC-Dr. Hamrah & SEI Dry Eye Fund
What does it mean when the Patient Portal Status says onboarding complete? What is the appropriate next step?
Onboarding Complete – the user completed their demographic information (address, HIPAA Contacts, etc) and/or an order flow (selected BCF, order type, and completed payment).
Check the patient note and verify the patient is all set. We will call at the time of shipping.
How many contact attempts are made for New and when are they made?
3 contact attempts are made.
1- When the New Order is received
2- 2nd attempt is made by P2 1 week after the New order is received.
3- 3rd attempt is made by P2 2 weeks after the New order is received. If still unable to reach, cancel patient status, email physician's office for additional contact information.
When refilling for a patient on monthly, and the ARB is still active, what date do we apply for the 1st payment on the New order?
The date the next payment should come out
When do we submit an Adverse Reaction and what are the steps?
When a patient states VT is causing irritation, redness, soreness, or stinging.
Document description in the patient record on FM, File on HSI and put the HSI # in the patient notes in FM, email physician and patient Adverse Reaction Form to complete.
Patient Portal status says "Invitation Sent", how should the New order verbiage be adjusted? Role Play with the person to your right.
"Hello, this is [Your Name] from Vital Tears. We've received a new order from your eye doctor. To make things easier, we now have a new patient portal where you can quickly and securely complete your order process. Have you received the link to access it?"
(always stating that you are on a recorded line when calling out)
How do we respond when a patient asks if this is covered by insurance? Role Play with the person to your left.
We are a self pay service and do not have the ability to submit to insurance.
We CAN however send you documentation to submit to insurance for potential reimbursement, although we do not guarantee any sort of reimbursement.
Where can you find helpful verbiage to navigate tough conversations/calls with patients?
Where do you verify a patient's ARB (monthly payments) are active in Filemaker?
Billing info>
Billing notes-
Payment 2/6 Complete
Dates: 4/15/25, 5/14/25
ARB Status: ACTIVE
What are the 4 points of Standing on Business and what do each of them mean?
Take Initiative - solution-focused, taking action, helping others
Be Resilient - flexible, adaptable, healthy boundaries, showing up ready
Stay Curious - genuine interest in learning more, listening like you are wrong, speaking up with questions
Be a Team Player - pitching in to help others, putting others first, having each other's backs, appreciating individual differences
What are the 4 patient portal statuses?
1. Invitation Sent – Initial invitation has been sent to the user, they have not accessed the portal or confirmed their DOB
2. Confirmed Birthday – the user has logged into the patient portal and confirmed their date of birth, the user has not completed an order flow
3. Set Password – the user has created a password however did not access the Patient Portal any further
4. Onboarding Complete – the user completed their demographic information (address, HIPAA Contacts, etc) and/or an order flow (selected BCF, order type, and completed payment)