ROUTINE EXAM
Stand up to greet patient. Smile.
Ask if they have had an exam in our office before (even if scheduled as a new patient).
Ask if exam is for "glasses" or "glasses and contacts".
Have patient verify we filled out paperwork correctly, ask/verify who the policy holder for the insurance is at this time.
In Crystal, verify we have all patient information entered, including address.
In TAB, under Patient Communication Preferences, make sure we have address, phone, and email address (only collect email address for adult patients, if under 18yo then ask for guardian's email).
Ask for their insurance card to scan (If patient is using Eyemed or VSP, ask for their health insurance card). Place card face down in scanner. Press blue button on scanner. On Insurance Tab, choose "Scanner (both)", and rotate image of card.
Have patient sign the HIPAA form. On Additional Info Tab, choose "Set Today Date". There are 2 of these buttons to click on, be sure to change both dates. This must be done every year. Patient does not need to sign to have an exam, but they must sign for at least the last 2 sections if they want to use insurance for their exam. If patient refuses to sign, put a note in Crystal under "Personal Notes" that we offered HIPAA but they refused to sign.
Verify insurance.
Tell patient fee including retinal imaging. Verbage for Screening retinal photography and fees.
Collect total fee at check-in.
Write the patient's name, insurance and copay amounts (including other fees) on the patient log.
Take patient to pre-testing room. If they need to wait for a few minutes suggest they look around for frames.
BEST PRACTICES:
Smile.
Go over fees with patient.
If insurance is closed, explain to patient they may receive bill if insurance does not cover service.
Do not rush, be complete about collecting all necessary information.
CONTACT LENS FOLLOW-UPS
Make sure patient is wearing the contact lenses.
Make sure there are no trial lenses waiting in the contact lens orders for the patient.
Fill out laminated blue form with patient name.
Seat patient in the exam room.
PRESCRIPTION RE-CHECKS
First, a retail associate must trouble shoot glasses using the "Eyewear Analysis Form".
Fill out laminated blue form with patient name.
The only pre-test necessary is the autro-refractor. Put printout with blue form.
Seat patient in exam room.
MEDICAL OFFICE VISITS
If the patient is using insurance, check if they need a referral to be seen. (HMOs need them for all office visits.)
If the patient needs a referral and does not have one, THEY MUST PAY FEE UP FRONT. Tell patient if they get a referral form their doctor and it is back dated to the date of exam, we will refund their money less any copays, once we receive payment from insurance company.
If the patient comes in on a weekend or after hours, and the insurance has not been verified (active insurance, PPO/HMO, deductible), then the patient is a self pay.
Fill out Patient Info Form, as you would for a routine exam.
Check with the doctor to see what pre-screening tests are needed.
Seat patient in exam room.