The Optometric Minute

Simplify Your Fee Presentation

April 6, 2016

Laurie Sorrenson, OD, FAAO, president of Lakeline Vision Source in Cedar Park, Texas, has simplified her presentation of professional fees and co-pays to put patients at ease and improve office flow. Before patients arrive, they receive an e-mail with an estimate of out-of-pocket costs, including an itemization for an Optomap image, which increases acceptance. During an office visit, costs for eyeglasses and contact lenses are presented by technicians, decreasing bottlenecks and confusion at checkout. 

Let Patients Know Fees in Advance
Discuss Fees and Materials Costs Prior to Checkout
Maximize Acceptance of the Optomap
 

 

 

CREATE E-MAIL TEMPLATE. Use an e-mail template for your staff to send patients an estimate of their out-of-pocket fees after they make an appointment.

NOTIFY OF OUT-OF-POCKET EXPENSES. Let patients know fees such as for digital retinal imaging, which increases acceptance of this out-of-pocket fee.

NOTIFY OF VARIABLE FEES. Let patients know that fees for contact lens fitting and contact lens purchases may vary.

 

TECHNICIAN REVIEWS CL FEES. Technicians should review CL purchase costs and fitting fees, in advance of checkout.

OPTICIAN REVIEWS GLASSES COST. Optician should review full cost of the frames and lens and lens treatments before checkout.

WAIVE FEES WHEN NECESSARY. If a patient strongly objects to an out-of-pocket fee, let the patient know you will waive it this one time.

GIVE STAFF LANGUAGE TO USE. Take an understanding tone: “It’s OK, we’ll waive it this year. Your doctor thinks the test is important to do, and she really wants it done, but we’ll waive it this one time.” Make sure your patients leave the office on a positive note. 

TRACK FEE ACCEPTANCE. Survey staff, and compare payments, to gauge acceptance rate for diagnostic testing that comes with an out-of-pocket fee.

SET ACCEPTANCE GOAL. If you feel a diagnostic test, like digital retinal imaging, is important, set a goal to do it with every patient, every year.

STRIVE FOR 100 PERCENT ACCEPTANCE. Most offices get 65 percent, or less, as an acceptance rate for a test with out-of-pocket fees, like digital retinal imaging. Exceed that and strive for 100 percent acceptance.

Laurie Sorrenson, OD, FAAO, is president of Lakeline Vision Source in Cedar Park, Texas. To contact her: lsorrenson@gmail.com.

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