Front Office
How many patients can we see per day on a 2-doctor day?
32
What is an allowance?
The amount of money an insurance plan gives for the patient to use towards materials
What type of frames should a patient avoid when doing progressives
Frames with oversized lenses, frames with very small lenses, wrapped frames.
How many 90 packs does a patient need for a year supply of dailies?
8, 4 per eye
Patient calls saying their ordering CL online and they can't remember what their prescription was in their right eye. Can I read this information to them over the phone?
NO. Let the patient know that we cannot disclose this information of the phone but we can email their Rx to them.
Name 3 vision insurance's we are in-network with
spectera, eyemed, vsp, avesis, superior, etc
Patients visit was $100 and their insurance states 20% coinsurance for their visit. What do we charge the patient?
$20
Name three promotions we have running right now
1. Shamir Computer/Glacier
2. Package deal
3. $149 Back to school promo
What is the code for a new patient eye exam?
92004
What times can we double-book patients?
9am and 2pm
Patient calls to check in on the status of their order and it has been past their due date, what should you do?
Ask an optician/tech to check the status, let the patient know that we will give them a call back with an update ASAP
I am checking out a patient and I see a "No charge per doctor" code on their invoice, what should I do?
$0 out charges for the optos imaging
Best way to receive a handoff
Greet the patient and doctor, listen to the doctors recommendations, introduce yourself to the patient. SMILE and show enthusiasm
Patient came into their comp wearing their old Rx stating their most recent Rx was not as clear. They brought both pairs, which pair should they wear when we check VA's?
Patient should wear their most recent rx for VA's -- Read Rx for each pair and indicate the patients concern in their chart notes
When is our next inventory date?
12/24 - half day or less
Patient says they do not want to give us their medical insurance card because they would like to use their vision insurance for their visit, what should we tell them?
Let the patient know that we would like to have it on file just in case they need to be referred out to a specialist.
What is considered a "premium fit" vs "standard fit" for a contact lens exam on an eyemed plan?
Premium - toric, multifocal
Standard - spherical
What should you do if a patient is backing out on an order due to the quote being too high?
1.Suggest downgrading lenses to standard ar/pal etc./assist finding a similar frame at a cheaper price
2. Suggest package deals/promos
3. Offer discounts
Which contact lens do we have the highest $ rebate for?
Dailies total 1
After what times should I avoid booking special testing
After 11:45AM and after 3:45PM
Patient is confused about the difference between optos imaging and the eye health wellness assessment, how would you explain this to the patient?
We provide Optos imaging on all patients as a standard part of their exam, giving us a wide-field photo of the retina. The last page is asking if you'd like to opt into the Eye Health Wellness Assessment, which bundles Optos with an OCT scan for the most in-depth view of eye health. If you choose not to do the assessment, we will do just the optos for you today.
Patient is upset about the optos charge in their invoice. How should we address this?
Explain to the patients what the charge is and why we take the photos, apologize that the charges were not better communicated to the patient, offer to take care of the fee for them this year.
POF broke at the lab, what are the next steps?
e
Patient comes into their eye exam wearing CL, at what point do we have them remove their lenses?
After checking their VA
What is our capture rate goal?
56%