Applies to:  All Employees

Occasionally patients of Dr. Mandese contact our office and request an "Rx Check" or reevaluation of their eyeglass prescription. 
The reasons for such a request can vary greatly.  While a patient may believe that there is an "error" in their eyeglass prescription the truth of why they are experiencing some difficulty could include:
 
1.  their eyeglasses were made elsewhere and were not filled according to our prescription;
2.  the patient has severe dry eyes and what they are seeing will vary greatly based upon the quality of their tear film at a particular time;
3.  the patient suffered a retinal tear or break and is unaware of it;
4.  the patient experienced a retinal hemmorhage and is unaware of it;
5.  the patient suffered a cerebrovascular accident (CVA or stroke) and is unaware of it.
 
There are many other possibilities, but the list above reflects just a few for your consideration.
 
Because the reasons for the "change in vision" are unknown until the physician examines and diagnoses the patient, and possibly changes his or her eyeglass prescription, all such patients of Dr. Mandese brought in for the purpose of reevaluating changes in vision are to receive a full and thorough technician work up (just like that performed on a patient who would be receiving a new or annual comprehensive eye examination).  They are NOT to be brought in for a "no charge Rx Check."
 
Do not promise a patient that there will be no charge or that their insurance will not be billed as there is no way to know in advance what the doctor's findings will be or what additional actions he will have to take to care for the patient.

Applies to:  Billing Department, Front Office Receptionists, Front Office Leads, Clinic Leads
 
The information following pertains to all of our physicians and applies to all services provided to all patients.
 
Collecting on old balances prior to placing charts up to be worked up is the duty of our front desk staff tasked with checking patients in.  Try to collect on as many old balances as possible.  You are also authorized to set up payment plans within the parameters previously established under other policy emails.
 
If a patient has numerous questions about their account prior to agreeing to make payment, have a member of our Billing Department speak to the patient.  (Our Billing Staff is tasked with responding promptly to all such requests for assistance).
 
At Melbourne, please have the patient seated in the office behind the front desk across from the Retina & Central Hallway Dilating Sub-wait area and have the Billing Staff Member meet the patient there;
 
At Rockledge, please have the Staff Member responsible for Charge Entry greet the patient at the Front Desk and escort them back to her office to discuss the matter there.
 
DO NOT INTERRUPT ANY OF OUR PHYSICIANS IN THE MIDDLE OF EXAMINING PATIENTS OR OTHERWISE PLACE THEM ON THE SPOT TO GET INVOLVED WITH MATTERS PERTAINING TO PATIENT ACCOUNT BALANCES.  DOING SO COULD COMPROMISE PATIENT CARE.  IT IS A VIOLATION OF PRACTICE OPERATIONS POLICY & WILL LEAD TO DISCIPLINARY ACTION.
 
If there is a circumstance in which you believe that the Physician or the Practice may not want to charge a particular patient, speak the Front Office Lead or the CEO and we will help you to resolve the situation.
 
We understand that there may be some "special circumstance" patients.  We will attempt to compile a list of such patients and note their accounts accordingly.
 
A member of the Billing Department asked if they should attempt to collect a balance older than "X" date.  Here is the bottom line:  the patient received a very valuable service; in exchange, it is our reasonable expectation that we are going to get paid.  Sometimes, and due to a variety of factors, this does not occur as we would desire.  Nevertheless, in the final analysis, we provided a service to a specific patient, and ultimately, the patient who received the service, is responsible for payment.
 
No member of our staff should ever feel "bad" or in any way look at the attempt to collect a debt owed to the Practice as a "bad" thing.  It is payment for services provided that fuels the engine of the Practice;  it is how each of our vendors gets paid for the products and services they provide us;  it is how we pay the bank for our mortgage;  it is how each of the physicians. managers, clinical and business office staff members get paid.  It is fair and appropriate.
 
There are no "bad" questions regarding any such matters.  Always feel free to ask the Billing Lead or CEO any question at any time.

FROM:  Jerry Orloff, CEO
TO: Reception, Front Desk, Check In, & Check Out
Date:    July 10, 2012
 
Whenever payments are collected, whether at the time of check in or check out, they are to be noted on the patient’s Superbill, along with the following specific information:
 

1. Amount of payment;
2. Method of payment (cash, check, money order, VISA, MC, AMEX, Discover, Care Credit)
    
   No Superbill and chart are to be placed up for technician workup until payment arrangements are made, received, and noted on the Superbill.  The front desk staff member collecting the payment is to clearly sign his or her name and note the date on both the Superbill and the Patient Payment sheets.
    
   All monies, checks, and credit card payments accepted are to be attached to a copy of the Superbill and placed in the cash drawer of the staff member accepting the payment.  They are NOT to be placed in with the out guides as this may lead to lost payments.