Managed Care

Why the Type of Insurance Our Patients Have No Longer Matters

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By Lori Frank

May 20, 2020

Patient insurance coverage can mean the difference between a patient who you are able to serve and a patient who will look elsewhere for care. Fortunately, we have a solution now that enables us to serve all patients, no matter the type of insurance they have.

In 2018, my practice began using Anagram (formerly Patch), a technology that has completely changed how we are able to serve patients. This cloud-based web application provides a streamlined experience for managing vision insurance benefits for all kinds of eyecare providers, including optometrists, opticians and ophthalmologists. Anagram makes it possible to easily submit claims for all patients, regardless of whether your office accepts the patient’s insurance, or whether your practice accepts any insurance at all.

Good for Patients, Good for the Practice
We have seen a significant increase in revenue and patients since we began using Anagram. Having the ability to pull benefits for patients gives them the confidence that we understand their eligibility and benefits. Using Anagram gives us the ability not only to maintain our patient base, but to grow it. On average, we use Anagram technology to process 25 percent of all eye exams in our practice.

Anagram streamlines the patient experience, assuring patients that we can process their claim, even if they are out of network. Our patients are very happy that we can handle their claims entirely for them, from before their visit, when we let them know the particulars of their coverage to after their visit, when we process the claim for them.

A Winner for Support Staff
Our staff are as happy as our patients are with the ability Anagram gives us to easily process insurance claims. Anagram is exceptionally user friendly and provides us with excellent service in pulling or billing insurance. Communication with Anagram’s staff, whether through secure online chat or e-mail, is easy.

Anagram responds to our needs in a timely manner with a real, live person reaching out to us. We were given excellent training on how to implement the technology in our practice, as well as how to address patient questions about the process for them to get reimbursed by their insurance company.

Before Anagram, our staff had to take time before each patient visit looking up each patient’s insurance coverage. Now, with Anagram, it takes half that time. We can just log into Anagram, and within moments, see each patient’s coverage. This saves both our staff and patients time.

A Happy Surprise for Patients
Patients are used to having to simply find a new office where they can receive care if the office does not accept their insurance. Now, when patients call to find out if we accept their insurance, we are able to tell them that we can still process their claim, facilitating their reimbursement, regardless of the type of insurance it is. They love that they can receive our care and purchase our products without having to worry about reaching out to their insurance company themselves for reimbursement.

When a patient asks what insurance we take, we like to ask what kind of insurance they have, so we can best help them understand how much they will be reimbursed for. Anagram makes it easy to find out for the patient exactly what they will be reimbursed for after visiting our office. This technology makes it easy to educate patients, as well as our staff, on the specifics of each patient’s insurance coverage.

Retain More Patients Long-Term
We are able to retain more patients with the enhanced ability Anagram gives us to to look up, process and submit claims for patients.

Patients like being able to go to the eye doctor who is best for them, rather than just going to whichever practice happens to accept their insurance.

Spur Optical Sales
Anagram also removes barriers in eyewear shopping. It is easier for patients to buy eyewear with the information we can provide ahead of time on exactly how much of their purchase their insurance will cover, and knowing that we will handle the reimbursement process for them.

Giving patients peace of mind in the services and products they purchase from us has given us another competitive advantage. Anagram makes it easier to provide seamless, simple service. Patients’ minds are freed while in our office to focus on fulfilling the eyewear prescriptions the doctor has given to them, and finding the perfect pair of glasses.

 

Lori Frank is the owner of Main Optical in Piqua, Ohio. To contact her: mainoptical@live.com 

 

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