This training is going to go over the entire patient experience from start to finish for the eyewear stylist/optician:
Doctor brings out the patient and hands them off to the optician.
Greet the patient and let them know you’re going to pull up the doctor’s chart and take a look at their benefits to help them with everything they need.
Take a look at the patient’s benefits to make sure everything is available and check copays.
Open the routing tab; check codes and read notes from the doctor. Make note of what was prescribed to the patient and any scheduling that needs to happen.
Post the codes to the ledger using the Fees button. Make sure to reflect any applicable copays and bill to correct insurances.
Go over how we are using the patient’s benefits for the exam, photos, cl exam and/or medical testing; explain coordination of benefits if applicable.
Schedule the patient for their annual and any other appointments noted in the routing sheet.
At this point go over what the doctor prescribed.
Contacts prescribed? Let the patient know you can order their full annual supply so they don’t have to worry about ordering later in the year. Go over cost of the contacts with the patient (including applicable rebates and/or benefits) and post the contacts to the ledger.
Prescribed glasses (one pair, two?). You can say something like “Your benefit is amazing and we are going to use that for your glasses today. First step is to just decide which frame we are going to do. Is there a certain style that you prefer?” We don’t want to give them a yes or no question. Otherwise, it makes it really easy for the patient to just say no to getting them through us.
Go and select 3 to 5 frames for the patient.
If also looking at sunglasses select 3 to 5 frames for sunglasses as well.
The patient should wait for you at the desk and then try them on when you bring them back. You do not want the patient coming and looking at frames…. There are way too many options and it can end up taking a long time. Most patients are super grateful to have options selected with their specific style, color, and preferences in mind and it allows you to create a customized and personal experience for the patient.
Once the frame is chosen you need to choose the best lenses for the patient’s prescription and lifestyle needs. Use what you have learned and the lens guide to help you! Let the patient know why the lenses are going to be stellar for their vision!
Go over how the patient’s benefits (or package discounts) will contribute towards their glasses and let them know the cost to them.
Post the glasses to the ledger and let the patient know their total, with the copays discussed with them at the beginning, added to the glasses and/or contacts.
Take the payment and discuss the Eyewear Purchase Agreement with the patient, making sure they are aware it contains our refund, remake, and warranty policies. Have them sign this agreement!
Print the receipt for the patient and make sure they know their upcoming appointments are at the bottom for them.
If the patient is dilated get the patient seated with the doctor in the doctor’s dilation room. (If the patient needs photos retaken, do so before seating them for dilation check.)
Make a note on Blue Note for the appropriate exam room letting the doctor know the patient has been seated.
Once the patient is seated you are free to submit and order the job unless there is another patient waiting.
If another patient is waiting pull them up on EyeCare and go through the process again!
At this point in your training, you have learned and practiced most of the responsibilities of the optician flow, but for many new opticians, the hard part is doing the conversation flow in front of the patient. And this takes a lot of practice!
But to help, the following pages show an INCREDIBLE optician interaction with the patient. It may seem like a lot to say to a patient, but read it out loud and time yourself—it’s only a couple of minutes, and plenty of time to have personalized conversations as well!
This incredible optician flow of conversation regarding selling eyewear came to us from Mark Hinton, an optical professional that has made a vivid impact on the world of opticians, and he has come to our practice to speak and present several times. If you use the verbiage and flow that is shown below, you will be highly successful here at PVC!
Goal: Make a New Friend; Help Them Buy!
WORDS: Get rid of the words: “Insurance” “Covers” “Allowance” “Add-on” “Outta Pocket” and other terrible words that lead consumers to anxiety because they are focused on cost and price.
Preferred Name: Connect FIRST and use their preferred name throughout the visit to keep them focused with you! Make a new friend!
Example: “I see you prefer Pat, my friends call me Stef.”
Vision Benefit Plan: Excite them about their plan BEFORE they say “I just want what’s covered”
Example: “Pat, I know you want your XYZ Vision plan benefits maximized and I’ll be sure and do that for you when I fill what Dr. Eyewise is prescribing for you today. Fortunately, your benefits don’t limit or restrict you from choosing the frames YOU want! In fact, YOU even have savings for other eyewear you may need or want all throughout the year. I’ll help you, so you’ll feel confident and happy!”
Connect and learn about them: What name do they prefer, and get to know a little about their Work Style, Leisure Style, Play Style, Reading Style, Outdoor Style, Sport Style:
Hi my name is Stephanie, so nice to meet you Pat; let’s get glasses matched to your prescriptions. So, Pat, to help make your experience wonderful, tell me a little about yourself, work? Leisure style? Sports play? and your fashion style?
Fascinate the Frame! Generate excitement and interest in choosing new frames
“Pat, I can already think of 3 gorgeous frames for you to try on BUT BEFORE we do that, tell me what you’d change about your frames this time? Size, Shape, feel? … I’m going to show you some favorites from the new collections, I bet you’re going to love…. Ah yes, can you just see these with dark slacks and a sweater. Those are perfect on you! … Now these black ones could be awesome as sunglasses too! And, wow! red for work is going to be so fun! … Choose 7 and narrow those 7 down to 2 everyday frames and 1 sunglass frame.
Lenses, AR & Transitions Simply include the top tier AR, YOUR choice of material index and add them together into ONE price to become 1 inclusive lens price:
Now that we found these fabulous frames, Pat, I’ll be sure and Match your eyeglass lenses exactly to the same lenses Dr. Eyewise examined you with today. Dr. Eyewise prescribed lenses that auto-darken outdoors in the sun to protect your eyes when your sunglasses aren’t handy! Pat, would you want your new ‘General Purpose’ lenses to always have a slight tint when indoors or do you want yours to be completely clear indoors?
Sun: You already have frames sitting in front of you: The most important part of your exam today involves keeping your eyes healthy, Pat! In your exam, you saw the photo-imaging, {representative) of the inside back of your eyes, and together, we can safeguard Yours from the damaging effects of the sun, driving and outdoors; let’s revisit this frame, for sunglasses, that you tried before; I’ll MAKE SURE YOUR Sun lenses MATCH your everyday glasses, so when you switch between glasses your sight is seamless; and when you see Dr. Johnson this time next year, we’ve done all possible to safeguard your eye health, make sense?”
The 3rd pair: You already have frames sitting in front of you: Let’s imagine this red frame for your computer pair, too; it looks fabulous!
I really enjoyed getting to know you today and I think you made some fabulous decisions. Are you happy with your choices? Your Benefits are top-notch, better than most, and you even have extra savings built in for other eyewear, too, ANYTIME YOU HAVE THE URGE TO ADD ANOTHER, YOU DON'T NEED AN APPOINTMENT TO BREEZE IN AND BROWSE, OK?
Savings: Pat, I’ll maximize your vision savings for the 3 fantastic pairs; you must be pretty excited to show off the new you; I’ll be right back with your savings advantage… Today, because of the value of your vision plan, I used your benefits on these three pairs; they list for $3400, but with your savings benefits, your portion is 2380.00, so that saved you $1020… “Wow, that’s more than I can spend!”
Price Pushback: “Well Pat, did I throw you smack into sticker shock?” “Well yeah!” “Well, I’ll help you! I know you want these glasses because we’ve been having fun imagining when you’ll wear them! So, imagine this idea that other people just love; buy them hassle-free over the next year, without interest, and make it stress-free; I’ll help you with it now; then you get your glasses you need and want, stress-free, Make sense?”
If Needed: Pat, you shared your work was a struggle because of eye strain, and we solved that problem with computer glasses; these make your entire day far more comfortable. We also know we need to protect your vision from sun damage; you saw your pictures of the interior of your eyes during the exam, so you know why Dr. Eyewise prescribed them. That leaves your everyday glasses that you need for general all-around use; Is it easier for you to put half down and pay the other half in 2 weeks? Or would you prefer to finance them without interest over the next 6 months?*
Leave excited: What else comes to mind that I can help you with today? … I will text you as soon as your new glasses are perfect, so we can get together and have you look beautiful!! Slip this pair on one more time before you leave so that when you go home you can look in your closet and imagine what you’ll wear them with. Thank you, I loved it. Have a great day and I’ll see you soon.
Finish with Your New Friend: I’m so glad YOU and I found your new favorites today! I really enjoyed getting to know you, Pat, what else can I do for you today? I will text you as soon as I see your new glasses, so we can get together and make you look beautiful!! Slip this pair on one more time so that when you go home you can look in your closet and imagine them with various outfits. Thank you for trusting us with your eye health and matching eyewear. Have a great day and I’ll see you soon.
*Please note that PVC does require patients to pay the full amount when the patient wants to order glasses. We DO, however, offer Care Credit (which offers interest free financing) and we take most major credit cards.