EYE CARE PRACTICE PROCEDURE GUIDE · 2016. 10. 6. · Hertel Exophthalmometry 76 2.29. Potential Acuity Meter 77 2.30. Ordering clinic Inventory 78 2.31. Shirmer Test 79 2.32. Topical

EYE CARE PRACTICE PROCEDURE GUIDEHUMAN RESOURCES GUIDE

GUIDE DIRECTORY1. Reception

1.1. Appointment Scheduling 6 1.2. Appointment Reminder Calls 9 1.3. BenefitsVerification 12 1.4. Welcome Sheet/Patient Entrance Form 15 1.5. Petty Cash Reconciliation 16 1.6. Patient Package Preparation 17 1.7. Patient Check-In 19 1.8. Privacy Policy Discussion 21 1.9. Insurance Card Scanning 22 1.10. Pre-Appointment Card Discussion 23 1.11. End of Day Reconciliation 24 1.12. OptoMap/Retinal Screening Discussion 25

2. Clinical

2.1. Opening/Closing of Exam Rooms 26 2.2. VisualAcuity 28 2.3. Corneal Topography 29 2.4. Autorefraction 31 2.5. Epic Refraction 32 2.6. Optomap/VisualScreening 35 2.7. EOM Testing 37 2.8. Cover Test 38 2.9. Near Point of Convergence 40 2.10. Near Point of Accommodation 41 2.11. Accommodative Amplitudes 43 2.12. D-15 Farnsworth Color Test 44 2.13. Worth 4-Dot 46 2.14. Red Cap Desaturation Test 47 2.15. Pupil Testing 48 2.16. Eye Dominance Testing 50 2.17. Stereopsis Testing 52 2.18. Amsler Grid 54

2.19. ConfrontationalVisualFields 56 2.20. ThresholdVisualFields(ZeissDevices) 58 2.21. Slit Lamp Photos 61 2.22. Pachymetry 63 2.23. Glucose Testing 65 2.24. Blood Pressure 67 2.25. Retinoscopy 69 2.26. Subjective(Manifest)Refraction 71 2.27. Tonometry 74 2.28. Hertel Exophthalmometry 76 2.29. Potential Acuity Meter 77 2.30. Ordering clinic Inventory 78 2.31. Shirmer Test 79 2.32. Topical Drug Instillation 80 2.33. Opti-Align 82

3. Contact Lens

3.1. Contact Lens Checks: Soft Lenses 84 3.2. Insertion&Removal(WearandCare)Training:SoftLenses 86 3.3. Insertion&Removal(WearandCare)Training:RigidGasPermeable 89 3.4. Contact Lens Solution Discussion 90 3.5. Placing A Contact Lens Order 91 3.6. OPEN 3.7. OrderingAContactLensthroughOfficemate 92 3.8. OPEN 3.9. Receiving Contact Lens Inventory 94 3.10. Posting Contact Lens Charges 95 3.11. OPEN 3.12. Contact Lens Prescription Requests 97 3.13. RGP Polishing 99 3.14. OPEN

4. Optical 4.1. Doctor Transfer of Patient to Optical 100 4.2. Manual Frame Tracing 104

4.3. OpticalBenefitsVerification 105 4.4. Frame Styling 106 4.5. Manual Optical Lens Measurements 112 4.6. OpticalFrameMeasurements:EssilorVisiOffice 115 4.7. Manual Optical Frame Measurements 117 4.8. Automated Optical Frame Tracing 118 4.9. Eye Wear Production Timelines Discussion 119 4.10. Posting & Finalizing Optical Order 120 4.11. EnteringFramesfromFramesDataCD:Officemate 121 4.12. EnteringFramesintoInventory:Officemate 123 4.13. Frame Pricing 125 4.14. Frame Bar Coding 126 4.15. PurchasingFramesfromVendors 127 4.16. LensOrdering:Eyefinity 129 4.17. LensOrdering:VisionWeb 131 4.18. Lens Ordering: Private Lab 132 4.19. Shipping Frames to the Lab 134 4.20. EyeWearCheck-in/Verification 135 4.21. Manual Lensometry 136 4.22. Automated Lensometry 138 4.23. RX Transposition 140 4.24. Optical Gift Package Preparation 141 4.25. Eye Wear Policy Discussion 142 4.26. Frame Adjustments 143

5. Operations

5.1. Deleting Previously Posted Payments 147 5.2. Posting Charges 148 5.3. Collecting Fees &Co-pays 149 5.4. Creating Patient Receipts 150 5.5. Credit Card Processing 151 5.6. Credit Card Adjustments 152 5.7. Recording Returns 153 5.8. Posting Patient Credits 154 5.9. Changing Previously Posted Payments 155

6. Billing/Finance

6.1. Insurance Filing: Eye Med 156 6.2. InsuranceFiling:VSP 159 6.3. InsuranceFiling:VisionWeb/Emdeon 161 6.4. Insurance Filing: Medicare 163 6.5. Insurance Filing: Other 166 6.6. Insurance Filing: Other 168 6.7. Insurance Filing: United Health Care 170 6.8. InsuranceFiling:SuperiorVisionPlan 172 6.9. Closing Claims 173 6.10. Tracking Insurance Payments 174 6.11. Tracking Insurance Payments: Eye Med 176 6.12. Tracking Insurance Payments: Eye United Health Care 177 6.13. Monthly Patient Statements 178 6.14. Sending Patient to Collections 180

7. General Operations

7.1. SettingOfficeAlarm 181 7.2. VoiceMail&Greetings 182 7.3. RecordingaVoicemailGreeting 185 7.4. OrderingOfficeSupplies 187 7.5. Sending to UPS 189 7.6. Filling the Postage Meter 190

6

APPOINTMENT SCHEDULING (PHONE OR WALK-IN)PROCEDURE 1.1Department: ReceptionOriginal Date:Revision Date:

Purpose: Correctlyschedulewalk-inorcall-inappointmentsinOfficeMate.

CHAPTER

1

Appointment Scheduling 1. Open Patients tab 2. Have you been here before?” YES: Established Patient a. Enterthefirstfewlettersofthepatientsfirstandlastnameintheappropriateblanks. b. Click F2 FIND. c. Select the correct patient. d. Ensure correct phone number: “Is XXX-XXXX the correct phone number to reach you?” e. Select the patient’s insurance carrier under the “Prim Ins” drop down menu and enter as much information as you can including ID number and policy number. [Procedure 1.4] f. Obtain guarantors Name, date of birth, and last four digits of SSN g. “Do you prefer to see Dr. XXXXX or Dr. XXXXX?” h. “Would ________ @ ___ or _________ @___ be better for you?” Ourgoalistofillmid-dayappointmentsfirstandeveningappointmentslast. Scheduling Policy i. Right Click on blue bar above patient information and click on “scheduler” j. Click on the appropriate line for the appropriate start time k. Selecttheappropriatetypeunderthe“service”dropdownmenu(CLcheck,CVE,New,etc.) l. Click the “schedule” button and the appointment should transfer over to the schedule at the selected time m. Givethemwrittenconfirmationoftheirappointmenttime.

7

n. Explain reminder protocol. “We will call you two weeks and one day prior to your scheduled appointment. If for any reason you need to cancel or reschedule please do not hesitate to call us on the number on your appointment card. Please remember to bring your insurance card, a form of payment, your current glasses, contacts and sunglasses to the exam.”

o. “Would you prefer we send you a reminder by text, e-mail, or phone call? Could we please verify or obtain your cell, e-mail or day time phone.”

Ask About Family Members“Do you have any family members that have not had an exam in the last 12 months?”

FROM PATIENT ICON a. Family member is existing patient i. Enterthefirstfewlettersofthepatientsfirstandlastname in the appropriate blanks ii. Click F2 FIND i. If not already done; Link appropriately to Primary patient and/or Guarantor ii. Enter all necessary demographic data including primary insurance, SSN, contact phone, e-mail address, birth date b. Family member is NOT an existing patient i. FIRSTSEARCHandINCLUDEINACTIVEtopreventduplicates ii. Hit the “New” from the patient main menu iii. Link appropriately to Primary patient and/or Guarantor iv. Enter the following info: full name, address, home phone, SSN, birth date, vision andmedicalinsurance(refertotheparticipatinginsuranceproviderlisttonotify thepatientiftheyhaveaninsurancewithwhichwedonotparticipate).

NO: New Patient (Next Page)

New Patient a. If the patient is NOT found in the system click “inactive” and search again b. If still no patient is found the click “New” from the patient main menu c. Enter the following info: full name, address, home phone, SSN, birth date, vision and medicalinsurance(refertotheparticipatinginsuranceproviderlisttonotifythepatientif theyhaveaninsurancewithwhichwedonotparticipate).Besuretoenter“PrimIns”drop down menu and enter as much information as you can including ID number and policy number. [Procedure 1.4]

8

d. Obtain guarantors Name, date of birth, and last four digits of SSN e. Right Click on blue bar then Schedule tab f. Selecttheappropriatetypeunderthe“service”dropdownmenu(CLcheck,CVE,New,etc.) g. “Would you prefer to see Dr. XXXXX or Dr. XXXXX?” h. “Would ________ @ ___ or _________ @___ be better for you?”Ourgoalistofillmid- dayappointmentsfirstandeveningappointmentslast.Scheduling Policy. i. Click on the appropriate line for the appropriate start time j. Click the “schedule” button and the appointment should transfer over to the schedule at the selected time k. Givethemwritten/verbalconfirmationoftheirappointmenttime. l. Explain reminder protocol. “We will call you two weeks and one day prior to your scheduled appointment. If for any reason you need to cancel or reschedule please do not hesitate to call us on the number on your appointment card. Please remember to bring your insurance card, a form of payment, your current glasses, contacts and sunglasses to the exam. Would you prefer we send you a reminder by text, e-mail, or phone call? Could we please verify or obtain your cell, e-mail or day time phone.” m. Send NEW Patient Package consisting of: a. New Patient Letter b. Practice Brochure c. New Patient Checklist d. Personal Health Information Form

NOTES:

On the occasion that the appointment is made for the current day, be sure

to notify the front desk of the add-on. If you are the front desk then add

the name and appointment time to today’s printed schedule, print out their

welcomesheet(withhistoryquestionnaireonthereverseside),andauthorize/

verify any applicable insurance before inserting into today’s welcome sheets in

preparation for the patient’s arrival.

9

APPOINTMENT REMINDER CALLSPROCEDURE 1.2Department: ReceptionOriginal Date:Revision Date:

Purpose: The succesful completion of 2 Week and one day reminder telephone calls.

Appointment Reminder Calls 1. Open Scheduler to the correct day. 2. ClickonConfirmationTab. 3. Selectprovider(doctor). 4. Identifypatient(lookupbylastnumbertoidentifyanyotherfamilymembers). 5. Call patient contact number. a. Day time phone number as primary. b. Home phone number if Primary Number does not exist. 6.VerifyServiceandDurationandPrimaryInsurance.

Two Week Reminder Call a. Live Call i. “Mrs. Smith, this is [Your Name] @ [Your Company’s Name], calling to remind you that you have an appointment you scheduled with us last year coming up. Your eye health and vision exam scheduled for [Date @ Time]. Will this time still work for you? “ ii. “Thank you and we look forward to seeing you on [Date @ Time].” iii. Click on Confirmed. iv. In the notes section notate your initials, date called and LC for Live Call. v. “Are there any other members of your family that also need a visit since you are coming in?”

10

b. Answering Machine i. “Mrs. Smith, this is [Your Name] @ [Your Company’s Name], callingtoconfirmyour eye health and vision exam scheduled for [Date @ Time]. If for any reason this time anddatedonotworkforyoupleasecallourofficeat [xxx.xxx.xxxx] to reschedule? Please remember to bring your current vision and medical insurance cards as well as a form of payment. We do offer same day discounts if you do not have insurance. If you wear glasses, contacts, and sunglasses please remember to wear them to your exam.” ii. “Thank you and we look forward to seeing you on [Date @ Time].” iii. “If there are any other members of your family that have not been seen within the last 12 months please call us to schedule them at a time convenient to your already scheduled appointment.” iv. In the notes section notate your initials, date called and LM for Left Message. c. No Machine i. Make personal note to call this patient on one of our evenings. ii. If still no answer then send patient Packet (SeeProcedure1.4). iii. In the notes section notate your initials, date called and NM for No Machine & Date.