# Patient Access Center Master Guide

**Last Update:**  April 10, 2026

Note: For detailed navigation, please use the GitBook sidebar menu on the **right** 👉

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## Introduction

The Florida Patient Access Center (PAC) serves as the centralized scheduling hub for multiple, Florida-based eye care practices within the US Eye network. This comprehensive guide provides the protocols, information, and scripting needed to accurately schedule appointments across all specialties and locations within Florida.

### Practice Locations (Florida)

US Eye encompasses the following practices:

1. **Center For Sight (CFS)**
   * 11 offices divided up into 3 regions/Patient Care Teams
     * CFS North
     * CFS Mid
     * CFS South
   * 2 ASCs (Ambulatory Surgery Centers: 1 in Sarasota, 1 in Naples)
   * Geographic span: Sarasota to Naples area
2. **Southwest Florida Eye Care (SFEC)**
   * 3 offices
   * Geographic span: Fort Myers to Naples area
3. **Lake Eye Associates (LEA)**
   * 5 offices
   * 1 ASC (Santa Fe Surgical Center aka SFSC)
   * Geographic span: The Villages and greater area
4. **Retina Health Center (RHC)**
   * 2 offices
   * Geographic span: Fort Myers to Naples area

### Map

*Click on the map below to access the interactive version*

[![Interactive Map of Practice Locations](https://3151330774-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FELcIxYqvVdq4iznFW5OG%2Fuploads%2Fgit-blob-d76d19256e108c3143db4b384a4aada5c6302ceb%2Fflorida-practices-map.jpg?alt=media)](https://wak1616.github.io/PAC/locations_map.html)

### Websites (with physician biographies)

* **Center For Sight (CFS)**: [centerforsight.net](https://centerforsight.net/)
* **Southwest Florida Eye Care (SFEC)**: [swfleye.com/meet-our-physicians](https://www.swfleye.com/meet-our-physicians)
* **Lake Eye Associates (LEA)**: [lakeeye.com/physicians/](https://lakeeye.com/physicians/)
* **Retina Health Center (RHC)**: [retinahealthcenter.com](https://www.retinahealthcenter.com/)

### Translator

* Account number: 501036068
* Pin: 6483

## Provider, Location, and Dilation Guides

### Provider Reference

*This section contains detailed information about all providers across the organization. For the complete provider reference guide with specialties, patient types, office locations, and NPIs, please refer to the* [*Provider Reference Guide document*](https://us-eye-florida.gitbook.io/pac-guide/provider-reference-guide)*.*

### Location Reference

*This section contains detailed information about all locations. For the complete location reference guide with addresses, phone numbers, and hours, please refer to the* [*Location Reference Guide document*](https://us-eye-florida.gitbook.io/pac-guide/location-reference-guide)*.*

### Dilation Reference

*For a detailed list of dilated vs. non-dilated appointments and relevant patient scripting, please refer to the* [*Dilation Key document*](https://us-eye-florida.gitbook.io/pac-guide/dilation-key)*.*

## Required Fields for Consultation Appointment

### 1. Referring Provider Field (REQUIRED)

When an in-house or outside provider refers a patient for any type of consultation, PAC agents are REQUIRED to complete the Referring Provider field in the appointment screen. This ensures the referral information generates accurately on the Physician Relations Report, which is used to track and obtain medical records prior to the patient's appointment.

**Requirements:**

* Always enter the providers name who referred the patient, not the provider the appointment is being scheduled with.
* This applies to both in-house and outside providers.

**Exceptions:**

* The only time the provider being scheduled with should be entered in the Referring Provider field is when:
  1. The patient is self-referring (e.g., for cataract evaluation)
  2. The outside referring provider is not listed in NextGen.

**If the referring provider is not in NextGen:**

1. Type the referring provider's full name and practice in the Appointment Details box.
2. Submit a "Request to Add a Physician" task in the patient's chart (instructions previously provided).
3. Once the provider is added, the chart should be updated to reflect this.

### 2. Co-Managed Field in NextGen (REQUIRED for Outside Referrals)

For outside referrals, PAC agents must:

* Navigate to the patient's chart in NextGen.
* Under Chart Details, mark the "Co-Managed" checkbox.
* Enter the co-managing/referring provider's name in the field provided.

*Note:* If the provider is not yet in NextGen, the name can be added later once the record is created. However, the Co-Managed box must still be marked at the time of scheduling.

### 3. Physician Relations/Records Dropdown (REQUIRED)

PAC agents are also REQUIRED to complete the Physician Relations/Records dropdown when scheduling a consultation appointment.

**Examples of Proper Use:**

* If records have not been received and the patient was informed that records are required prior to the visit → select "Pt Notified Records Required."
* If records have already been received → select "Referring Records Received."

Agents should choose the dropdown option that best describes the situation at the time of scheduling.

## Requesting a New Referring Provider to be Added to NextGen

### Procedure:

1. Access the patient's chart
2. Click on the Clinical History/Notes tab
3. Click Tasks
4. Right click anywhere in the Details section and click New
5. In Task Type, click the drop down and select "New Referring Provider Request"
6. In Subject, type in the provider's name
7. The Assigned To field should automatically default to "RCM". If not, click the drop down and select "RCM".
8. In Details, type in the following information:
   * Provider's first name, last name, and title (MD, OD, etc.)
   * Provider's full address
   * Provider's phone and fax number
   * Provider's NPI
9. Click Ok

***

## Emergency Triage Protocol

**NO medical advice should be given to the patient by PAC agents.**

***

### Surgical Check (If Patient had Surgery in Last 30 Days)

**If the patient is having an emergency or urgent issue** (see below) **and has had surgery with one of our doctors in the past 30 days:**

* Attempt to schedule a **same-day** appointment.
* If no same-day slot is available, triage via **ICP** message to the **Patient Care Team**, mark it **URGENT**.
* OK to schedule in the grey if needed
* If the patient is **comanaged**, they should see their comanaging physician. If the comanaging doctor is not available and patient needs to be scheduled to another provider, or if the patient requests a different provider, note it in the appointment details.

***

### Identify Urgency & Scheduling Process

1. Ask about the **symptoms**.
2. Ask about the **duration** of these symptoms.
3. **Determine the urgency** (Emergency, Urgent, or Non-Urgent) via the table below.
4. Document all symptoms, which eye(s) they affect, and how long they've been present.
5. For all same-day ER add-on requests, agents are required to verify the patient’s symptoms using the ER Triage Protocol Tree and process the information through Raia AI to confirm that the patient meets the qualifications for a same-day ER appointment.

The following guide outlines when to schedule appointment based on their symptoms: Use current existing emergency triage table in Gitbook.

| Emergency (Same Day)                                                                                                                                         | Urgent (24–48 hrs)                                 | Non-Urgent (Next Avail)                                                                                   |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------ | -------------------------------------------------- | --------------------------------------------------------------------------------------------------------- |
| **Retinal Tear/Detachment (within 30 days)**                                                                                                                 | Progressively worsening eye pain for 1 week        | Mild ocular irritation/redness                                                                            |
| **Sudden painless loss of vision**                                                                                                                           | Moderate redness/pain for 1 week                   | Floaters (unchanged, previously diagnosed)                                                                |
| **Sudden onset of floaters/flashes/veil/spider webs**                                                                                                        | Sub-acute loss of vision over a few days to 1 week | Eyes become tired and blur after reading; trouble seeing road signs                                       |
| **Sudden distortion/change on Amsler Grid**                                                                                                                  | Sub-acute onset of double vision (over a few days) | Difficulty with near/fine print                                                                           |
| **Foreign body or chemicals in eye (something in eye)** (if chemical to eye, instruct to go to urgent care/ hospital and flush out until pH =7, then clinic) | Ocular discharge (clear, milky, watery)            | Styes, chalazions, or eyelid bumps, lumps or growing lesions (*Schedule directly with Kalie Kosek, PA-C*) |
| **Sudden onset of double vision**                                                                                                                            | Severe photophobia (with/without pain)             | Mucous                                                                                                    |
| **Acute, rapid onset eye pain/discomfort**                                                                                                                   |                                                    | Tearing (no other symptoms)                                                                               |
| **Acute red eye w/ or w/out discharge**                                                                                                                      |                                                    | Mild redness w/o other symptoms                                                                           |
| **Trauma to eye, head, face**                                                                                                                                |                                                    | Loss of only pair of glasses/contacts needed for daily use                                                |
| **Referral stating emergent situation**                                                                                                                      |                                                    | Eyelid twitching                                                                                          |

***

### Emergency -> Non-Urgent – Next Available - Follow these instructions 

* **If New Patient:** Schedule with OD.
* **If Established Patient:** Schedule with primary provider. For more information about scheduling non-urgent established patients, see "[Scheduling Established Patients](https://us-eye-florida.gitbook.io/pac-guide#scheduling-established-patients)".
* **If Problem Focused Visit:** Schedule with primary provider. Evaluation of a specific, non-emergent eye issue (e.g. dry eye, mild redness or irritation, eyelid problems). Scheduled based on availability; not time-critical. Scheduled in a **blue short spot**.
* **Scripting when scheduling a Problem Focused Visit:** Please be aware that you are being scheduled for a problem-focused visit to address your current concerns.  This appointment will not include a full comprehensive eye exam.  If you are in need of a comprehensive exam, we will need to schedule you for a separate appointment on another day to complete the full evaluation.

### Emergency --> Same Day Appointment Required - Follow these instructions:

* **If New Patient**: Schedule with an **OD at CFS** in open orange ER spot or in open long appointment spot (i.e. Comp spots).
  * **At LEA and SFEC, ODs or MDs see emergencies.**
* **New patients** cannot be scheduled in short blue spots unless given permission from the office.
* **If Established Patient:** Schedule with their **primary provider.** If the primary provider is unavailable, schedule the patient with the next available provider or closest in the vicinity. Please refer to the map. 
  * If the patients primary provider is in office, but their schedule is full, attempt an outreach to the office via phone call or teams message to see if they are able to work the patient in.
* If they are in a **post-op period** and **comanaged**, they should see their comanaging provider. If the comanaging is unavailable, schedule the patient with the next available provider or closest in the vicinity. Please refer to the map.
* For Retina Dr. Banker: Triaged by an OD first for emergency appts. For retina emergency referrals (e.g. Detachment or tear), send an ICP message to Dr. Banker's team marked urgent. Do not schedule.
* For Retina RHC: 
  * If the provider is in office schedule according to the appropriate openings on the template (orange ER spots only unless otherwise approved)
  * If the office is open but no provider is on site (typically on Fridays), please contact the office for a warm transfer to their ring group extension 113712. The staff member will transfer the call to the technician on call, who will be working in the office and can triage with a provider as needed.
* Any patient that recently had an injection (2 weeks) schedule them same day if presenting with ER symptoms (please refer to ER triage chart above).  For Dr. Banker please schedule with an OD, for RHC please follow the above-mentioned process.

**Process**

* PAC schedules the **first available** opening (same day) for established patients only.
* PAC schedules in the first **available** orange ER or open long appointment spot for new patients.
* If no same day spots are available for that provider, send an **ICP** communication to the Patient Care Team of that region and mark **urgent**.
* If the patient's provider is out of the office, schedule with another provider in the region and note in the details their provider is out. **Check availability for all office locations in the region** **to include smaller satellite offices.**
* For **retina** patients (Dr. Banker or RHC): Triaged by an **OD first** for emergency appts. For retina emergency referrals (e.g. detachment or tear), send an **ICP** message to either Dr. Banker's team or RHC Pateint Care Team marked **urgent**. **Do not schedule**.

  * If this is a Dr. Banker patient that recently had an injection (2 weeks) and experiencing pain or decrease in vision, schedule them same day with an OD.

  #### CFS North and CFS Mid, CFS South, and SFEC

  * **If it's 3:30 PM–5:00 PM:**
    * **For emergency-level situations:** The patient should be scheduled immediately, provided they can arrive at the doctor's office before 5:00 PM. The PAC agent should attempt a warm transfer to the office to notify them of the add-on appointment. If the office cannot be reached via warm transfer, the agent should notify the team through the Teams group chat. If the patient's primary doctor is unavailable, the patient should be scheduled at the closest practice location, where an available provider will see the patient for the emergency.

  #### LEA 
* If it's **3:30 PM–5:00 PM**:
  * Attempt a warm transfer to the office.
  * If the office is unavailable, enter an **ICP** message to the Patient Care Team. The office will contact the patient directly to schedule.
* If uncertain or unable to schedule, **notify** the Patient Care Team in ICP (if new patient, see "ICP IntelleChart – New Patient Task" below).
  * If a messaage is required to be sent, please make sure it is being sent to the proper **Patient Care Team** and include **all** details of symptoms.

***

### Urgent --> Appointment Within 48 Hours Required - Follow these instructions:

* **If New Patient**: Schedule with **OD within 2 days** (although some MDs at SFEC and LEA see ERs as well)
* **If Established Patient**: Schedule with **primary provider.** If the primary provider is unavailable, schedule the patient with the next available provider or closest in the vicinity. Please refer to the map
* If in post-op/comanaged, see their comanaging provider if possible. If the comanaging is unavailable, schedule the patient with the next available provider or closest in the vicinity. Please refer to the map.  

**Process**

* Schedule in the first available **orange ER spot** first.
* If unavailable orange ER spots, schedule for any 30 minute (long) spot that that provider has in next 48 hours.
* If unsure where to schedule, send **ICP** triage communication to the Patient Care Team in that region and mark **urgent**. Patient may need to see another provider if primary provider in the region is not available.

***

## Handling Insurance Information During Scheduling

When scheduling any appointment, staff must:

* Confirm patient demographics and active insurance.
* Verify plan name and policy number.
* Enter insurance in NextGen in this order:
  1. Primary Medical
  2. Secondary Medical
  3. Tertiary Medical
  4. Vision Insurance
* Vision plans **cannot** be used for medical exams (cataract, cornea, glaucoma, retina, LASIK).
* If no medical insurance is available, schedule as **Self-Pay – No Insurance**.
* Use the **US Eye Insurance Guide** to confirm network status.

### Collecting & Entering Insurance

#### 1. Verify Information

**Required questions:**"What is the plan name on your insurance card?""Is this Commercial, Medicare, or Medicaid?"(Medigap can only be secondary)"Is your plan a PPO or HMO?"If accurate insurance cannot be provided, **do NOT schedule**. Offer to wait or have the patient call back.

#### 2. Insurance Guide Check

* **In-network (no referral):** Enter insurance and schedule.
* **In-network (referral required):**
  * Schedule 7–14 days out.
  * For urgent visits, advise patient they will be self-pay if referral is not received.
  * If patient agrees, enter **Self-Pay – Do Not Bill Medical Ins** (policy field may note "ER APPT").
  * Email Insurance Verification with patient and plan details.
* **VA (Optum):**
  * Appointments must be scheduled by the VA.
  * Check Authorization tab for valid auth.
  * If none, advise patient VA must send a new authorization.
* **Non-participating plans:**
  * Determine if out-of-network benefits exist.
  * Enter appropriate self-pay option.
  * If OON benefits exist, inform patient costs may be higher.

#### 3. Ask About Secondary Insurance

* Collect plan name, type, and PPO/HMO status.
* Check participation:
  * **In-network:** Enter and proceed.
  * **Out-of-network:** Inform patient of higher OOP costs and document acknowledgment.
  * **No OON benefits:** Proceed as self-pay and note plan in policy field.

#### 4. Deactivating Old Plans

If you added a new insurance to an existing chart, check whether any prior plans are now inactive. If so, add an expiration date and remove the Active marker. (See NG PM – Deactivate an Insurance.)

### Sample Scripting

<mark style="color:$info;">**Confirming Information:**</mark> <mark style="color:$info;"></mark><mark style="color:$info;">"Can you please confirm your name, DOB, insurance plan, and ID number?"</mark>

<mark style="color:$info;">**Patient Only Has Vision Plan:**</mark> <mark style="color:$info;"></mark><mark style="color:$info;">"Please note that vision plans cannot be used for medical exams such as cataracts, cornea, glaucoma, retina specialist, or LASIK consultations."</mark>

<mark style="color:$info;">**Cannot Provide Insurance:**</mark> <mark style="color:$info;"></mark><mark style="color:$info;">"In order to proceed with scheduling, it's important we have accurate insurance info to ensure coverage. If you cannot provide it now, please call back when you have it so we can schedule your appointment."</mark>

<mark style="color:$info;">**Emergent Appointment, Referral Required:**</mark> <mark style="color:$info;"></mark><mark style="color:$info;">"Your insurance plan needs a referral from your PCP. We will request an urgent referral, but if it isn't received before your appointment, you'll be considered self-pay at time of service. All fees will be due at check-in. Would you like to proceed?"</mark>

<mark style="color:$info;">**Non-Participating Insurance:**</mark> <mark style="color:$info;"></mark><mark style="color:$info;">"We are not in-network for your plan. You can still be seen on a self-pay basis. All payments are due at time of service."</mark>

### Non-Urgent – Next Available - Follow these instructions:

* **If New Patient**: Schedule with **OD**.
* **If Established Patient**: Schedule with **primary provider**. For more information about scheduling non-urgent established patients, see "[Scheduling Established Patients](#scheduling-established-patients)".
* **If Problem Focused Visit**: Schedule with primary provider. Evaluation of a specific, non-emergent eye issue (e.g. dry eye, mild redness or irritation, eyelid problems). Scheduled based on availability; not time-critical. Scheduled in a **blue short spot.**
  * **Problem Focused Visits are for established patients only.**

**Process**

* Schedule the patient in the next available spot (within 2 weeks).
* If unsure or no spots are available, triage via ICP to the Patient Care Team in that region.

> **Note**: Sudden difficulty with distance/near vision should be treated as an emergency.

***

### Routing to Patient Care Teams via ICP

If you need to **triage via ICP** instead of scheduling immediately, see the table below to find the regional Patient Care Team to send message to:

* `CFS North Region Patient Care Team`
* `CFS Mid Region Patient Care Team`
* `CFS South Region Patient Care Team`
* `SFEC Patient Care Team`
* `LEA Patient Care Team`
* `RHC Patient Care Team`

**Add the provider's name at the beginning of the message** if known.\
Use **clear, concise language**—avoid abbreviations.

Document eye(s) affected, symptom details, cause if known, and duration.

Mark as **URGENT** if needed

**Include the patient's preferred location and best callback number.**

Inform the patient that staff will call them to discuss their symptoms and urgency.

*Refer to **NextGen Transfer to ICP process** for new patient ICP tasks*

***

#### Additional Reminders

1. If symptoms worsen before the scheduled appointment, advise the patient to **call back** immediately
2. Explain to the patient that he/she will likely be dilated for an Emergency visit.
3. If the patient isn't being seen the same day (non-Emergency) but has any of the following, they'll be **dilated** at the visit:
   * Blurred Vision
   * Decrease in Vision
   * Double Vision
   * NEW Floaters
   * Curtain, Veil, or Spider webs
4. Retina Health Center no longer sells vitamins. Please direct patients to call 855-479-3937 to order.

***

**Special Case: Dermatology concerns**:

* Email <Derm@centerforsight.net> with the patient's name, DOB, phone number, and symptoms.

***

## Standard Closing Procedures (Scripting)

### Basic Call Closing Steps

Follow these steps for **every** patient call to ensure consistent, professional service:

1. **Ask if additional assistance is needed**
   * "Is there anything else I can help you with today?"
2. **Encourage Phreesia pre-visit workflow** (5 days before appointment)
   * "You'll receive a message from Phreesia 5 days before your visit. Please complete registration online to streamline check-in and help us prepare for your care. If you have any trouble with registration, please contact us."
3. **Confirm appointment details**
   * Date, time, and location
   * If location differs from their usual office, **emphasize** the change
4. **Final confirmation**
   * "Thank you, \[Mr./Ms. Patient Last Name]. We look forward to seeing you on \[date] at \[time] at our \[location] office."

***

## Scheduling Guidelines

### Scheduling Primary Eye Care

#### Overview of Comprehensive Exams

A comprehensive exam typically includes:

* Visual acuity
* Eye coordination
* Refraction
* Evaluation of the eye structures

These exams are usually performed annually and help maintain overall eye health.

**Providers By Location**

| Location | MD/DO Providers                                                                                                                                     | OD Providers                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     |
| -------- | --------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **CFS**  | <p>Dr. Elizabeth Davis (does NOT fit contact lenses; book in blue short spots ONLY)<br>Dr. Jon Berlie<br>Dr. George Brinnig<br>Dr. Julie Carter</p> | <p>Dr. Len Brown<br>Dr. Gisselle Vega Carrasco<br>Dr. Jenna Getman<br>Dr. Daniel Hadland<br>Dr. Melissa Hammond<br>Dr. Erin Hardie<br>Dr. George Hurwitz<br>Dr. Todd Lang<br>Dr. James Lenhart<br>Dr. Michael Maloney<br>Dr. Mary McVey<br>Dr. David Mertzlufft<br>Dr. Bradley Middaugh<br>Dr. Khystyna<br>Ostrozhynska<br>Dr. Logan Page<br>Dr. Charles Putrino<br>Dr. Rachel Randolph<br>Dr. Kyle Schaub<br>Dr. Joseph Sowka<br>Dr. Scott Stevens<br>Dr. Lori Vollmer<br>Dr. Trisha Werner</p> |
| **LEA**  | Dr. Jose Vazquez (does NOT fit contact lenses)                                                                                                      | <p>Dr. Christine Bui</p><p>Dr. Karin Girgis<br>Dr. Mari Holderby<br>Dr. Diba Ossareh<br>Dr. Alexandria Rawls</p>                                                                                                                                                                                                                                                                                                                                                                                 |
| **RHC**  | *(None listed)*                                                                                                                                     | *(None listed)*                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| **SFEC** | Dr. Albert Smolyar                                                                                                                                  | <p>Dr. Sarah Johnson<br>Dr. Brian Marhue<br>Dr. Penny Orr</p>                                                                                                                                                                                                                                                                                                                                                                                                                                    |

#### Important Reminders

1. Make certain that every appointment is scheduled in **time order.**
2. **Refraction rechecks** should always be scheduled with the **same provider** who performed the comprehensive exam. Patients should consult an optician first to check their glasses before scheduling a refraction recheck.
3. If a patient **hasn't been seen in 3+ months**, a **comprehensive exam** is scheduled, **not** just a refraction.
4. **Any OD** can see a patient for punctal plugs. Schedule in a light blue spot for a follow up and add in the appointment details: **"Punctal Plugs".** Refer to ICP for follow up notes and schedule in a light blue spot as a follow up and add in the appointment details: **"Punctal Plugs."** This is for established patients only.
5. Do not schedule more than **two family members** in one day **per provider**.
6. If you offer an appointment more than **10 days out**, you **must** offer to place the patient on the **waitlist** (in addition to scheduling them).
7. ROTC exams are only done by Dr. Middaugh at the CFS Brantley Rd location. There is a limit of **2 per day** (one in the AM and one in the PM). Scheduled as short visits with "ROTC Exam" in the appointment details and insurance is added in as ROTC-PPR.
8. There can not be more than **4 children per day** (two in the AM and two in the PM) per provider in in all markets.
9. If a **LEA** patient is wanting to schedule a study, please send the patient over to EXT: 411 or email the patient info to <brianna.boston@useye.com>
10. When scheduling children 5-7 years of age, please verify that they are able to read letters. This is important for the vision test portion of the exam.
11. If a CFS patient is wanting to schedule a study, please send the patient over to EXT: 104784 or 104785 or email Gina Thomas and Deb Bevelacqua. Do not send them ICP messages.&#x20;
12. When scheduling, be sure to properly obtain and run eligibility on all medical insurance plans. [<mark style="color:blue;">(See Handling Insurance Information During Scheduling)</mark>](#handling-insurance-information-during-scheduling)

#### Process

1. **OD vs. MD/DO**
   * **Optometrists (OD)** can treat, diagnose, and prescribe for most eye conditions. If surgery is needed, the OD will refer to a Surgeon.
2. **New vs. Established**

   * If it's been **more than three years** since the patient's last exam, schedule them using the appropriate **new patient** event.
   * For **Routine Employee** exams, see the **Employee Exams Protocol**.

   &#x20;    1\. **Vision plans** can only be used in **Routine Vision** Exam template spots. Check insurance acceptance, and ensure both medical + vision are listed in NextGen.
3. **Contact Lens (CL) Fitting**

* **Established** patient with a CL fitting:
  * If not seen in **over one year**, schedule a **Comprehensive Exam** and note "CL" in details. The provider decides if the fitting can occur then or needs a separate visit.
* All contact lens fittings must be scheduled in a **light blue spot either at the end of the morning or end of day.**
* Confirm **type of lenses** in the appointment details, and ensure you schedule with a provider who fits that lens.
* Patients must **wear** their contact lenses to the appointment and **bring** their lens prescription/info.
* **New patients** cannot be scheduled directly for a Contact Lens Fitting. Schedule a **Comp Medical or Routine Vision** as a new patient exam instead. The provider will decide if the fitting can occur or if a separate appointment is required.
* If externally referred for **specialty contact lens** (e.g., scleral), schedule at least **one week** out and use "DNM" in details to block early changes through Appointment Accelerator.

4. **Routine Vision Exams:** Performed annually and help maintain overall eye health. Only performed by OD providers.
   * A comprehensive exam typically includes:
     * Visual acuity
     * Eye coordination
     * Refraction
     * Evaluation of the eye structures
   * Routine exams are scheduled in designated spots:
     * Dark Green for new and established patients
     * Gold for established only patients
   * Patients using vision plan coverage cannot be scheduled under the 72 hour rule
   * Vision plans cannot be used for medical exams such as cataract, cornea, glaucoma, or retina.
   * Medical Insurance must be obtained along with a vision plan.
5. Do not schedule appointments through the flashlight search tool. You may use it to look for the next available date/time but must physically go to that date and time in Nextgen to schedule the appointment.
6. After finalizing the appointment, check the provider template to ensure the spot was not accidentally double booked.

#### FAQs

1. **Dilation**
   * Comprehensive & routine exams usually **require dilation**.
   * **Script**: "As part of the exam, your eyes will be dilated, leading to blurry vision and light sensitivity for a few hours. We suggest having someone drive you home."
   * Inform patient about likely dilation. *(See* [*Dilation Key*](#dilation-key) *for standard scripting)*
2. **Exam Duration**
   * Comprehensive exams generally last **90–120 minutes**.
   * **Script**: "Because of the complexity and diagnostic testing, we usually need about 90 minutes. This ensures thorough care."
3. **Self-Pay Pricing**\
   a. The self-pay price for a comprehensive exam is typically **$170-$270**.\
   b. **Script:** "The estimated costs for an exam can range between $170-$270. Once you have checked out, our check-out staff will provide your final self-pay costs. All costs are due at the time of the appointment."
4. **Important Reminders**\
   a. Patients are typically only eligible through their vision plan once per year. If a routine exam is being scheduled before the 1-year eligibility timeframe, the patient may need to use their medical insurance instead.\
   b. Always schedule patients with both vision and medical insurance info.

**72-Hour Scheduling Rule**

This protocol exists to fill last-minute openings and protect template utilization. It applies only to appointments scheduled **within the next 72 hours.**

**Core rule (time is non-negotiable)**

An appointment may be placed only into a slot that is **equal to or longer than** the standard duration for that visit type.

* **Shorter visit → longer** slot is allowed (example: Established Medical may go into a New Medical slot).
* **Longer visit → shorter slot is never allowed** (example: New Medical may not go into an Established Medical or Routine Follow-Up short slot).

If additional time is needed, use an appropriate longer slot (or approved combined adjacent slots) and update the appointment length accordingly.

**Insurance restriction (vision plans)**

Do **not** schedule patients using **vision plan coverage** under the 72-hour rule.&#x20;

Follow **Handling Insurance Information During Scheduling** to verify coverage before booking.

**Template usage notes**

* **Established medical visits** may be placed into Established Medical slots or into longer New Medical slots.
* **New medical visits** must be placed into New Medical slots (or any slot that is truly the same duration or longer). New medical visits may not be placed into shorter Established Medical or Routine Follow-Up slots.
* A “Routine Vision” template slot may be used for a **medical** exam (medical insurance or self-pay) only if leadership has approved this use, and only if the slot duration fits the visit type.

**Additional restrictions**

Do not schedule same-day or next-day appointments after 3:30 PM unless the slot is explicitly designated as an open comp/urgent slot. Do not schedule patients whose plan requires referral/authorization unless those requirements are confirmed as met.

**Documentation requirement**

Add “**72-hour rule**” in appointment details and document any special handling (e.g., if an appointment length was adjusted due to combining slots).

**Editorial note (must update before submission):** Confirm and insert the standardized visit durations in the “Appointment Types & Standard Durations” section, and ensure this section matches those durations.

| New Medical         | 2 Hours    | <p>New Medical; any slot equal/longer</p><p><br></p>                                            | <p>Established Medical or Routine Follow-Up slots that are shorter</p><p><br></p> |
| ------------------- | ---------- | ----------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------- |
| Established Medical | 1 ½ Hours  | <p>Established Medical; New Medical (longer slot)</p><p><br></p>                                | <p>Any slot shorter</p><p><br></p>                                                |
| Follow Up           | 30 minutes | <p>Routine Follow-Up; Established Medical if equal/longer; New Medical if longer</p><p><br></p> | <p>Any slot shorter</p><p><br></p>                                                |
| Routine Vision      | 1 ½ Hours  | <p>Only if duration fits and patient is NOT using vision plan</p><p><br></p>                    | <p>Vision plan patients under 72-hour rule; any duration mismatch</p><p><br></p>  |

#### Closing Reminders

Follow the [Standard Closing Procedures](#standard-closing-procedures-scripting) with these specific additions:

* **Routine vs. Medical Coverage Notice**: Include the routine vs. medical coverage script for routine eye exams
* **Dilation Requirements**: Inform patient about likely dilation and 90-120 minute duration
* If location differs from usual, emphasize the change

### Scheduling Established Patients

#### Providers

Appointments will typically be scheduled with the patient's existing provider unless the patient requests a change.

* If the provider's schedule is more than 10 days out, the patient can be placed on the waitlist to be contacted if an appointment opens sooner.
* Do not schedule more than **two family members** in one day **per provider**.

#### Process

1. **Verify Patient Information**
   * In NextGen, go to the **Patient Information** tab. Verify and update demographics and insurance as needed.
   * Review the **Insurance Guide** to confirm we accept the patient's plan. When scheduling, be sure to properly obtain and run eligibility on all medical insurance plans. [(See Handling Insurance Information During Scheduling)](#handling-insurance-information-during-scheduling)
   * Ask if the patient has any issues needing immediate attention (see **Triage Protocol**).
2. **Check for Recalls / Follow-up**
   * Click the **Recall icon** in NextGen's Patient Information bar to see active recalls (location, provider, event).
   * If there are no active recalls, check the patient's **IntelleChartPRO Encounter Summary**. Look in the **Follow-Up** section of the most recent visit(s) for next recommended appointment details.
3. **Schedule the Appointment**
   * Return to NextGen and click **Appointment Search Ahead** in the Patient Information bar.
   * If the patient needs **multiple appointments** the same day (e.g., Visual Field + Comprehensive Exam), schedule from the **Appointment Book**:
     * Visual Field in the testing resource, then the Comprehensive Exam in the provider's resource 15-45 minutes later.
   * Complete the **Appointment Search** process and book the slot.
   * If the provider noted in ICP that the patient is due for a **Comp–Est Adult** or **Comp–Est Child**, check the patient's insurance. If it's medical, schedule as **Comp–Medical**, or if it's vision, schedule as **Routine Employee** or **Routine Vision Exam**.
4. **Referrals / Insurance Requirements**
   * If the patient's insurance or HMO requires a referral/prior authorization, add **"Do Not Move" (DNM)** in the appointment details. This ensures the slot is not moved to an earlier date without the referral in place.
5. **Potential Dilation**
   * Some appointments may require dilation. (See [**Dilation Key**](https://us-eye-florida.gitbook.io/pac-guide/dilation-key) for more details.)
   * **Suggested Script**:\
     "As part of the examination process, your eyes may be dilated to allow a thorough assessment of your eye health. Due to the dilation, your vision may be blurry and light-sensitive for several hours. For your safety and comfort, we recommend you bring someone who can drive you home afterward."

#### Closing Reminders

Follow the [Standard Closing Procedures](#standard-closing-procedures-scripting) with these specific additions:

* **Routine vs. Medical Coverage Notice**: Include the routine vs. medical coverage script for routine eye exams
* If location differs from usual, emphasize the change

### Scheduling Testing by Location

#### **LEA Region:**

* Testing schedules are held in each location on specific days.
  * Monday: Leesburg/Tavares/Villages/Wildwood
  * Tuesday: Wildwood
  * Wednesday: Villages/Tavares
  * Thursday: Villages/Wildwood
  * Friday: Leesburg/Tavares/Wildwood/Villages
* Testing is scheduled on the testing schedule and then the appointment with the provider is booked 30 minutes later.
* If there are not any same day testing appointments, then the testing is scheduled prior to the appointment with the provider.

#### Sarasota Main:

* Testing schedule is M-F with Tuesday being AM only
* Testing is scheduled on the testing schedule and then the appointment with the provider is booked 30 minutes later.
* Testing schedule is primarily for visual fields with the occasional fundus photo or OCT being scheduled there.
  * Fundus and OCT are typically scheduled on the providers template with the patient's appointment.

#### Pelican Plaza:

* Testing Schedule is held on Wednesday.
* Testing is scheduled on the testing schedule and then the appointment with the provider is booked 30 minutes later.
* Testing schedule is primarily for visual fields with the occasional fundus photo or OCT being scheduled there.
  * Fundus and OCT are typically scheduled on the providers template with the patient's appointment.

#### University Parkway:

* Testing Schedule is held on Tuesday AM, Thursday PM, Friday AM/PM with alternating Fridays AM only.
* Testing is scheduled on the testing schedule and then the appointment with the provider is booked 30 minutes later.
* Testing schedule is primarily for visual fields with the occasional fundus photo or OCT being scheduled there.
  * Fundus and OCT are typically scheduled on the providers template with the patient's appointment.

#### Siesta Drive:

* Visual field/testing is built into the provider's template.

#### CFS Naples:

* VF & Pre-Op (biometry) slots are built into the provider templates.
  * Only schedule in those designated spots

#### CFS Brantley, San Carlos, and all SFEC:

* Testing is scheduled on the provider's template.
  * There are not any designated spots for the testing

#### Venice Main:

* Testing schedule is M-F
* Testing is scheduled on the testing schedule and then the appointment with the provider is booked 30 minutes later.
* Testing schedule is primarily for visual fields with the occasional fundus photo or OCT being scheduled there.
  * Fundus and OCT are typically scheduled on the providers template with the patient's appointment.

#### CFS Jacaranda:

* Testing is scheduled on the provider template
  * There must not be another visual field scheduled at the same time.
  * When scheduling the VF on the provider template, the scheduler must check off the VF-JAC under the resource box.
* The appointment with the provider is scheduled 30 minutes after the visual field.
* OCT/Fundus are scheduled on the providers' template or are included in the comp appointment.

#### CFS Englewood

* Testing schedule is M-F
* Visual Fields and testing such as OCTs are scheduled on the testing schedule
* The appointment with the provider is scheduled 15-45 minutes after the visual field.

  * If the patient needs to be scheduled for a Visual Field, the testing appointment needs to be scheduled 30 minutes prior to the appointment with the provider and the testing appointment duration needs to be changed to 30 minutes.
  * If the patient needs to have both a Visual Field and an OCT done, then schedule the testing 30 minutes prior to the visit with the provider. 15 minutes after the appointment the OCT will need to be scheduled.

  #### CFS North Port:

  * Testing schedule is M-F
  * Visual Fields and testing such as OCTs are scheduled on the testing schedule
  * The appointment with the provider is scheduled 15-45 minutes after the visual field.
    * If the patient needs to be scheduled for a Visual Field, the testing appointment needs to be scheduled 30 minutes prior to the appointment with the provider and the testing appointment duration needs to be changed to 30 minutes.
    * If the patient needs to have both a Visual Field and an OCT done, then schedule the testing 30 minutes prior to the visit with the provider. 15 minutes after the appointment the OCT will need to be scheduled.
    * If the patient needs to have both a Visual Field and an OCT done, then schedule the testing 45 minutes prior to the visit with the provider. 30 minutes for the Visual Field and 15 minutes for the OCT.

### Scheduling Cataract (Referral Not Required)

#### Cataract Overview

**What is a Cataract?**

A cataract occurs when the natural lens becomes cloudy with age, leading to blurred vision, glare, difficulty driving at night, and possible blindness.

**Cataract Surgery**

Cataract surgery removes the natural lens and replaces it with an intraocular lens (IOL). Femtosecond laser technology may be used to enhance precision and consistency if the surgeon determines the patient is a candidate.

**Vision Options**

US Eye offers **Light Adjustable Lens**, **Advanced**, **Custom**, and **Basic** vision correction options. Surgeons may use a combination of technologies and lens implants. These are the same options used for Clear Lens Enhancement / Refractive Lens Exchange (see [Scheduling Refractive](#scheduling-refractive))

#### Providers by location

| Location | Providers                                                                                                                                                                 |
| -------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **CFS**  | <p>Dr. Jon Berlie</p><p>Dr. Joaquin De Rojas\*</p><p>Dr. Joshua Kim\*</p><p>Dr. Priya Mathews\*</p><p>Dr. David Shoemaker \* <kbd>╛</kbd></p><p>Dr. Elizabeth Davis\*</p> |
| **LEA**  | Dr. Vinay Gutti, Dr. Scot Holman, Dr. Scott Wehrly                                                                                                                        |
| **RHC**  | (No providers listed)                                                                                                                                                     |
| **SFEC** | Dr. Albert Smolyar\*                                                                                                                                                      |

> `*` Performs biometry day of consult\ <kbd>╛</kbd>Will not see patients that already had cataract surgery

#### Important Reminders

* Make certain every appointment is scheduled in **time order.**
* If the appointment is **>10 days out**, offer to add patient to waitlist (in addition to scheduling).
* Consultations are valid for **3 months**.
* Surgery measurements (biometry/AVT) are valid for **6 months**.
* **Vision plans cannot be used** for cataract consults.
* Self-pay = **Refractive consult**
* Basic/Basic Plus Co-managed PO scheduling request should be sent to <referralcoordinator@useye.com>&#x20;
* Agents must ask the patient if they have had cataract surgery previously. The patient should not have had cataract surgery previously and should only be scheduled if it for a dislocated lens.
* Cataract consults do not require a referral from another provider.
* Agents must add DNM to appointment details when the patients insurance requires a referral or VA Auth.
* Do not schedule appointments through the flashlight search tool. You may use it to look for the next available date/time, but must physically go to that date and time in Nextgen to schedule the appointment.
* After finalizing the appointment, check the provider template to ensure the spot was not accidentally double booked.
* When scheduling, be sure to properly obtain and run eligibility on all medical insurance plans. [(See Handling Insurance Information During Scheduling)](#handling-insurance-information-during-scheduling)

#### Process

**Additional Criteria for Patients**

* Before scheduling a Cataract Consult for a self-referral, confirm they meet typical criteria (e.g., age > 55, experiencing symptoms like blurry vision, glare, night driving difficulty).
* If unsure based on patient description or if last exam was >1 year ago, consider scheduling for [Primary Eye Care](#scheduling-primary-eye-care) first, or request records per the protocol.
* If patient insists on Cataract consult despite lack of clear diagnosis/recent exam, document this clearly.
* If the patient was referred by an external provider, enter their name in the Referring Physician field.(Follow standard [Required Fields for Consultation Appointment for more details.](#required-fields-for-consultation-appointment))

**Contact Lens Discontinuation prior to Consultations**

Cataract and Refractive surgery evaluations, as well as Cornea - Keratoconus evaluations, require patients to stop wearing contact lenses for a period beforehand to ensure accurate corneal measurements.

**Script Prompt**

<mark style="color:$info;">"Wearing contact lenses can temporarily change the shape of your cornea. To ensure the most accurate measurements for your upcoming consultation \[or potential surgery], it's essential that you stop wearing your contact lenses for a specific period before your appointment. What type of contact lenses do you currently wear?"</mark>

***After determining the type, provide the relevant discontinuation period from the table below and document this instruction in the appointment details***

[**Contact Lens Discontinuation Periods**](#contact-lens-discontinuation-for-consultations)

| Lens Type                      | Florida            |
| ------------------------------ | ------------------ |
| Soft Daily/Extended Wear       | 1 Week             |
| Toric Daily Wear               | 2 Weeks            |
| Hard / RGP / PMMA              | 3 Weeks            |
| Scleral (for Keratoconus only) | Do NOT Discontinue |

> **Reminder:** Patients wearing scleral lenses should bring their case and solution to their consultation, as they will be asked to remove them during the exam.

#### FAQs

1. **Do cataract consultations require dilation?**\
   Yes. *"As part of the examination process, your eyes will be dilated. This can cause blurry vision and light sensitivity for several hours. Please arrange transportation, as you should not drive afterward."*
   * Advise patient dilation is required. *(See* [*Dilation Key*](#dilation-key) *for standard scripting)*
2. **How long is the appointment?** "Your consultation will take approximately 2–3 hours. This time allows for a comprehensive exam and all necessary testing to ensure the highest level of care."

#### Pre-Op / Post-Op Care

* Pre-op, surgery, 1-day & 1-week post-op, and LAL adjustments are scheduled/rescheduled/canceled by surgical counselors.
* If changes are needed, create a Patient Task in ICP and assign it to the appropriate group:

> **Groups:**
>
> * CFS Surgical Counselors
> * LEA Surgical Counselors
> * RHC Surgical Counselors
> * SFEC Surgical Counselors

#### Closing Reminders

Follow the [Standard Closing Procedures](#standard-closing-procedures-scripting) with these specific additions:

* **Dilation Requirements**: Inform patient about dilation and 2-3 hour duration
* **Contact Lens Discontinuation**: Remind about contact lens requirements if applicable
* If location differs from usual, emphasize the change

### Scheduling Refractive (Referral Not Required)

#### Refractive Overview

Refractive procedures help improve the patient's vision to minimize dependence on glasses or contacts. They include:

* LASIK (laser-assisted in-situ keratomileusis)
* Clear Lens Enhancements (CLE), also known as Refractive Lens Exchange (RLE), using premium intraocular lenses
* Photorefractive keratectomy (PRK)
* Implantable Contact Lenses (EVO ICL)

#### Providers

* *\* Performs CLE/RLE Only (denoted by an asterisk `*` after the name)*
* *† Does not perform EVO ICL (denoted by a dagger `†`)*
* <kbd>╛</kbd> Will not see patients that already had cataract surgery in the past (denoted with <kbd>╛</kbd>)

| Location | Providers                                                                                                                                                                |
| -------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **CFS**  | <p>Dr. Joaquin De Rojas<br>Dr. Priya Mathews<br>Dr. David Shoemaker\* <kbd>╛</kbd><br>Dr. Elizabeth Davis<br>Dr. Joshua Kim\*<br>Dr. Jon Berlie<sup>†</sup> (Naples)</p> |
| **LEA**  | <p>Dr. Vinay Gutti\*<br>Dr. Scot Holman<br>Dr. Scott Wehrly\*</p>                                                                                                        |
| **SFEC** | Dr. Albert Smolyar                                                                                                                                                       |

#### Important Reminders

* Make certain every appointment is scheduled in **time order.**
* If you are offering an appointment that is more than **10 days out**, please book the appointment but also offer to place the patient on the waitlist.
* Refractive Consults are **$128** and are **not covered by insurance or vision plans.**
* Insurance must be collected from the patient at the time of scheduling in case the appointment turns medical. Inform the patient that payment in full is **due at check-in.**
* Inform the patient that payment in full is due at check-in.
* Do not schedule appointments through the flashlight search tool. You may use it to look for the next available date/time, but must physically go to that date and time in Nextgen to schedule the appointment.
* After finalizing the appointment, check the provider template to ensure the spot was not accidentally double booked.
* If the patient was referred by an external provider, enter their name in the Referring Physician field.(Follow standard [Required Fields for Consultation Appointment for more details.](#required-fields-for-consultation-appointment))

#### Contact Lens Instructions

**Contact Lens Discontinuation prior to Consultations**

Cataract and Refractive surgery evaluations, as well as Cornea - Keratoconus evaluations, require patients to stop wearing contact lenses for a period beforehand to ensure accurate corneal measurements.

**Script Prompt**

<mark style="color:$info;">"Wearing contact lenses can temporarily change the shape of your cornea. To ensure the most accurate measurements for your upcoming consultation \[or potential surgery], it's essential that you stop wearing your contact lenses for a specific period before your appointment. What type of contact lenses do you currently wear?"</mark>

***After determining the type, provide the relevant discontinuation period from the table below and document this instruction in the appointment details***

**Discontinue Contact Lenses Prior to Consultation:**

| Lens Type                  | Florida              |
| -------------------------- | -------------------- |
| Soft Daily / Extended Wear | 1 week               |
| Toric Daily Wear           | 2 weeks              |
| Hard / RGP / PMMA          | 3 weeks              |
| Scleral for Keratoconus    | *Do Not Discontinue* |

> "Please make sure to bring your scleral lens case and solution to your appointment as you will be asked to remove your lenses during the exam."

* **Use "DNM" in appointment details** to prevent being offered an earlier appointment.

#### FAQs

1. **Will my eyes be dilated?**\
   Yes. *"As part of the examination, your eyes may be dilated to allow for a thorough assessment. Your vision may be blurry and your eyes sensitive to light for several hours. Please arrange transportation accordingly."*
   * Advise patient dilation is likely required. *(See* [*Dilation Key*](#dilation-key) *for standard scripting)*
2. **How long is the consultation?** "Due to the complexity of the exam and the comprehensive nature of diagnostic testing, your consultation may last up to three hours."

#### Pre-Op / Post-Op Care

* Scheduled, rescheduled, or canceled **only by surgical counselors or PCCs (patient care counselors).**
* Create a Patient Task in ICP
* Notify the appropriate Surgical Counselor group:
  * CFS Surgical Counselors
  * LEA Surgical Counselors
  * RHC Surgical Counselors
  * SFEC Surgical Counselors

#### Closing Reminders

Follow the [Standard Closing Procedures](#standard-closing-procedures-scripting) with these specific additions:

* **Self-Pay Fee**: Confirm consultation fee and payment expectations
* **Dilation Requirements**: Inform patient about dilation and 2-3 hour duration
* **Contact Lens Discontinuation**: Remind about contact lens requirements if applicable
* If location differs from usual, emphasize the change

### Scheduling Cornea (Referral Required)

#### Cornea Overview

* **Definition**\
  The cornea is the eye's clear, outermost tissue, acting like a window to let light in and help focus images on the retina. Various conditions—from dry eyes to scarring—can affect corneal clarity.
* **Common Conditions and Procedures**
  * Keratoconus (that could require corneal crosslinking or CTAK)
  * Fuchs' Dystrophy or corneal edema (that could require corneal transplantion such as DMEK)
  * Pterygium or Pinguecula (that could require excision and graft placement)
  * Prior surgical complications or trauma to front of the eye (that could require complex anterior segment surgery, IOL exchange, secondary lens placement, or iris repair — **Dr. Elizabeth Davis** only)
  * Severe dry eye and ocular surface disease (must be referred by an optometrist; that could require dry eye treatments as explained below)

#### Providers by Location

| Location | Doctors                                                                                                                    |
| -------- | -------------------------------------------------------------------------------------------------------------------------- |
| **CFS**  | Dr. Joaquin De Rojas, Dr. Priya Mathews, Dr. Elizabeth Davis\*, Maureen Traina, PA (dry eye only), Dr. Jon Berlie (Naples) |
| **LEA**  | Dr. Vinay Gutti, Dr. Scott Wehrly                                                                                          |
| **RHC**  | *(No providers listed)*                                                                                                    |
| **SFEC** | *(No providers listed)*                                                                                                    |

> **Note:** *Maureen Traina, PA performs dry eye treatments (see 'Special Notes' below)*\
> \* Dr. Elizabeth Davis is the only provider listed who performs complex anterior segment surgery and iris repair.

#### Important Reminders

* Make certain every appointment is scheduled in **time order.**
* If you are offering an appointment more than **10 days away**, place the patient on the waitlist.
* Vision plans **cannot** be used for cornea consultations.
* Do not schedule appointments through the flashlight search tool. You may use it to look for the next available date/time, but must physically go to that date and time in Nextgen to schedule the appointment.
* After finalizing the appointment, check the provider template to ensure the spot was not accidentally double booked.
* When scheduling, be sure to properly obtain and run eligibility on all medical insurance plans. (See [Handling Insurance Information During Scheduling](#handling-insurance-information-during-scheduling))

### Contact Lens Discontinuation prior to Consultations

Cataract and Refractive surgery evaluations, as well as Cornea - Keratoconus evaluations, require patients to stop wearing contact lenses for a period beforehand to ensure accurate corneal measurements.

**Script Prompt**

> "Wearing contact lenses can temporarily change the shape of your cornea. To ensure the most accurate measurements for your upcoming consultation \[or potential surgery], it's essential that you stop wearing your contact lenses for a specific period before your appointment. What type of contact lenses do you currently wear?"

*After determining the type, provide the relevant discontinuation period from the table below and document this instruction in the appointment details.*

**Discontinue Contact Lenses Prior to Consultation:**

| Lens Type                  | Florida            |
| -------------------------- | ------------------ |
| Soft Daily / Extended Wear | 1 week             |
| Toric Daily Wear           | 2 weeks            |
| Hard / RGP / PMMA          | 3 weeks            |
| Scleral for Keratoconus    | Do Not Discontinue |

> "Please make sure to bring your scleral lens case and solution to your appointment as you will be asked to remove your lenses during the exam."

* **Use "DNM" in appointment details** to prevent being offered an earlier appointment.

#### Process

**If Patient Has Referral**

1. **Verify Referral:** Check **Phreesia**, **ICP Documents,** and/or **E-Faxes** to confirm the referral exists and is for the appropriate specialty consultation.
2. **Obtain Missing Referral:** If the referral document is not found, **notify the patient** that it needs to be sent over by the referring office *before* the consultation appointment. The appointment may possibly be rescheduled if the referral is not received on time.
3. **Schedule:** Schedule the appointment with the provider named on the referral, if specified.
   1. **Note:** Sometimes the provider listed on the referral is not accurate — Please correct if necessary.
   2. If no provider is specified, schedule with the first available appropriate specialist at the patient's preferred location.
4. **Document:** Note the referral source and status in the appropriate appointment details field (e.g., Physician Relations / Records in NextGen).

**If Patient Does Not Have Referral**

1. If the patient was seen internally, check **ICP** for notes indicating a diagnosis or recommendation for a specialty consult. If the reason is unclear or seems more appropriate for Primary Eye Care (e.g., needs glasses update, no specific diagnosis), follow the Scheduling Primary Eye Care protocol first.
2. **Records Requirement (external referrals to internal specialists):** Alert the patient that **medical records** from their previous eye exam(s) related to the condition **may be required** for a specialist consultation. Explain that the appointment may be rescheduled by the specialist's team if records are not received. Schedule at least **1 week out** (mark **DNM** in details).
3. **Document Records Status:** Document the records request status (e.g., "Records requested from Dr. Smith on \[date]", "Patient to bring records") in the Physician Relations / Records field or appointment notes.
4. **Provider Selection:** If the patient has no surgeon/specialist preference, offer the next available appointment with an appropriate specialist at the requested/most convenient location.
5. Enter the surgeon's name in the Referring Physician field to indicate self-referral (never leave it blank). If the patient was referred by an external provider, enter their name in the Referring Physician field. *(Follow standard* [*Required Fields for Consultation Appointment*](#required-fields-for-consultation-appointment) *for more details.)*

#### Dry Eye Procedures & Treatments (Center For Sight-Sarasota)

* **Provider for treatment-only visits:** Jordan Shoemaker, PA **(PRP/Serum Tears Only)**
* **Provider for treatment-only visits**: Maureen Traina, PA
* **Location**: CFS – US41 Sarasota
* **Procedures**:
  * IPL
  * Lipiflow
  * iLux
  * PRP / Serum Tears
  * Punctal plugs/Punctal occlusion/Lacrifill
* **Related Diagnoses (dx):**
  * Dry Eye Disease
  * Ocular surface disease
  * Meibomian Gland Dysfunction
  * Blepharitis
  * Sjogren's Syndrome
  * Ocular Rosacea
* **Scheduling Protocol**:
  * **New Patients WITHOUT a formal diagnosis of dry eye** or related dx:
    * Schedule with an internal optometrist for a comprehensive exam (see [Primary Eye Care Protocol](#scheduling-primary-eye-care))
  * **New Patients WITH a formal diagnosis of dry eye** or related dx who are being referred directly for a procedure or treatment:
    * Forward call to the Referral Coordinator Group (Ext: 103624)
  * **Established patients who want to undergo a repeat treatment** for dry eye or related dx:
    * Schedule directly with Maureen Traina, PA in CFS - US41 Sarsota
    * Example: Patinet requests a new batch of PRP tears (lasts for \~3 months)

#### FAQs

1. **Q:** Do cornea consultations require dilation?\
   **A:** Yes (except for dry eye only appointments).

   > "As part of the examination process, your eyes will be dilated to allow for a thorough assessment of your eye health. Due to the dilation, your vision may become blurry and your eyes more sensitive to light for several hours afterward. For your safety and comfort, it's important to have someone accompany you to the appointment who can drive you home afterward."

   * Advise patient dilation is required. *(See* [*Dilation Key*](#dilation-key) *for standard scripting)*
2. **Q:** How long do cornea consultations last?\
   **A:** Typically 2–3 hours.

   > "Due to the complexity of the exam and the comprehensive nature of the diagnostic testing we'll be conducting, your consultation is likely to last between two to three hours. This extended time is necessary to ensure we gather all the information needed to provide you with the best possible care."

#### Closing Reminders

*(See* [*Standard Closing Procedures*](#standard-closing-procedures-scripting) *for complete scripting)*

### Scheduling Glaucoma (Referral Required)

#### Overview

Glaucoma is a disease caused by increased fluid pressure within the eye, potentially damaging the optic nerve. If left untreated, it can lead to vision loss. Our surgeons offer treatments such as medications, SLT (Selective Laser Trabeculoplasty), MIGS (Minimally Invasive Glaucoma Surgery), trabeculectomy, and tube implants.

#### Providers by location

| Location | Providers                                                                                                                                                      |
| -------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **CFS**  | <p>Dr. Joshua Kim,<br>Dr. Julia Carter (Naples),<br>Dr. Jon Berlie\* (Naples),<br>Dr. Joaquin De Rojas\*,<br>Dr. Priya Mathews\*,<br>Dr. Elizabeth Davis\*</p> |
| **LEA**  | <p>Dr. Vinay Gutti\*,<br>Dr. Scott Holman\*,<br>Dr. Scott Wehrly\*<br></p>                                                                                     |
| **RHC**  | N/A                                                                                                                                                            |
| **SFEC** | Dr. Albert Smolyar                                                                                                                                             |

\*These providers only perform MIGS at the time of cataract surgery (they do not offer primary glaucoma evaluations).

#### Important Reminders

* Make certain every appointment is scheduled in **time order.**
* If you offer an appointment more than **10 days away**, you **must** offer to place the patient on the **waitlist**.
* **Vision Plans** cannot be used for glaucoma consultations.
* Do not schedule appointments through the flashlight search tool. You may use it to look for the next available date/time, but must physically go to that date and time in Nextgen to schedule the appointment.
* After finalizing the appointment, check the provider template to ensure the spot was not accidentally double booked.
* When scheduling, be sure to properly obtain and run eligibility on all medical insurance plans. (See [Handling Insurance Information During Scheduling](#handling-insurance-information-during-scheduling))

#### Process

**If Patient Has Referral**

5. **Verify Referral:** Check **Phreesia**, **ICP Documents,** and/or **E-Faxes** to confirm the referral exists and is for the appropriate specialty consultation.
6. **Obtain Missing Referral:** If the referral document is not found, **notify the patient** that it needs to be sent over by the referring office *before* the consultation appointment. The appointment may possibly be rescheduled if the referral is not received on time.
7. **Schedule:** Schedule the appointment with the provider named on the referral, if specified.
   1. **Note:** Sometimes the provider listed on the referral is not accurate — Please correct if necessary.
   2. If no provider is specified, schedule with the first available appropriate specialist at the patient's preferred location.
8. **Document:** Note the referral source and status in the appropriate appointment details field (e.g., Physician Relations / Records in NextGen).

**If Patient Does Not Have Referral**

5. If the patient was seen internally, check **ICP** for notes indicating a diagnosis or recommendation for a specialty consult. If the reason is unclear or seems more appropriate for Primary Eye Care (e.g., needs glasses update, no specific diagnosis), follow the Scheduling Primary Eye Care protocol first.
6. **Records Requirement (external referrals to internal specialists):** Alert the patient that **medical records** from their previous eye exam(s) related to the condition **may be required** for a specialist consultation. Explain that the appointment may be rescheduled by the specialist's team if records are not received. Schedule at least **1 week out** (mark **DNM** in details).
7. **Document Records Status:** Document the records request status (e.g., "Records requested from Dr. Smith on \[date]", "Patient to bring records") in the Physician Relations / Records field or appointment notes.
8. **Provider Selection:** If the patient has no surgeon/specialist preference, offer the next available appointment with an appropriate specialist at the requested/most convenient location.
9. Enter the surgeon's name in the Referring Physician field to indicate self-referral (never leave it blank). If the patient was referred by an external provider, enter their name in the Referring Physician field. *(Follow standard Required Fields for Consultation Appointment for more details.)*

#### Pre-Op / Post-Op Care

All Pre-Op, Surgery, and 1-Day Post-Op visits are managed by the **surgical counselors**.

* Create a **Patient Task** in ICP to notify the Surgical Counselor group (CFS, LEA, RHC, SFEC).

#### FAQs

1. **Do glaucoma consultations require dilation?**\
   Yes. Dilation may blur vision and increase light sensitivity for several hours. We recommend someone to drive you home.
   * Advise patient dilation is required. *(See* [*Dilation Key*](#dilation-key) *for standard scripting)*
2. **How long do glaucoma consultations last?**\
   Typically **2–3 hours**, due to comprehensive diagnostic testing.

#### Closing Reminders

*(See* [*Standard Closing Procedures*](#standard-closing-procedures-scripting) *for complete scripting)*

### Scheduling Retina

#### Retina Overview

The **retina** is a delicate, light-sensitive tissue lining the interior of the eye, essential for converting light into neural signals for vision. Common retinal conditions include but are not limited to:

* Macular Degeneration
* Diabetic Retinopathy
* Macular Pucker
* Macula Hole
* Posterior Vitreous Detachment (PVD)
* Retina Tear
* Retinal Detachment

#### Providers

| Location | Providers                                                     |
| -------- | ------------------------------------------------------------- |
| **CFS**  | Dr. Tanuj Banker\* (New patients at CFS-Venice location only) |
| **LEA**  | *(None listed)*                                               |
| **RHC**  | <p>Dr. Alexander Eaton<br>Dr. Hussein Wafapoor</p>            |
| **SFEC** | *(None listed)*                                               |

> * Dr. Banker sees new patients only at **CFS-Venice**.
> * Dr. Banker can perform **Valeda light therapy.**
> * The RHC offices do NOT perform **Valeda light therapy.**

#### Important Reminders

1. Make certain every appointment is scheduled in **time order.**
2. **No Vision Plans**: Vision plans are not accepted for retina-related appointments.
3. If the appointment is more than **10 days out**, you **must** offer to place the patient on the **waitlist**.
4. Keep the patient with their existing provider whenever possible, unless they request a change. If a provider's schedule is fully booked, add the patient to the waitlist for a possible earlier opening.
5. **Injections**:
   * Must be scheduled at least **28 days** from the last injection (insurance will not reimburse earlier).
   * If >8 weeks since last injection, schedule a **Dilated Fundus** exam.
   * Rescheduling an injection should be done within **10 business days** of the original date.
   * For all other injection-scheduling questions, send an **ICP** message to the doctor's team.
6. Referrals to retina should not come from a primary care physician. If we receive a referral from a PCP to retina, we should schedule with an OD first.
7. Dr. Eaton is no longer accepting new patients.
8. If the patient has never been seen or it has been over 3 years since their last visit, schedule them as a Retina Consult.
   * Comp R appointments are for established only Retina patients.
   * For RHC: Check ICP notes for proper northern patient scheduling.
     1. Schedule a DF if last visit was 5 months or less
     2. Schedule a Comp R if 6 months or more from last visit
9. When scheduling, be sure to properly obtain and run eligibility on all medical insurance plans. (See [Handling Insurance Information During Scheduling](#handling-insurance-information-during-scheduling))

#### Process

**Retinal Emergency**

* Sudden onset of floaters, flashes, veil, or spider webs in vision, or recent (within 30 days) retinal tear/detachment → Refer to [**Emergency** **Triage Protocol**](#emergency-triage-protocol).

**Glasses/Contact Lens Rx or Undiagnosed Patients**

* If the patient wants a prescription update or does **not** have a confirmed retinal diagnosis, refer to [**Primary Eye Care Protocol**](#scheduling-primary-eye-care) instead.

### Protocol: Scheduling Dr. Banker Retina Consults

### PAC Workflow

#### 1. Patient Notification

* When a patient is referred by an outside provider, PAC agents must inform the patient:
  * That records and a referral are required to schedule the consultation. Meaning we must already have this information received at the time of the call.

#### 2. Check for Referral Records

* PAC must verify whether referral records have already been received.
  * **If Records are received:**
    * Upload the records into ICP and schedule the consultation in the Venice office.
  * **If Records Are NOT Received:**
    * Create a transfer to ICP appointment type.
    * Send an ICP task to the MID Patient Care Team using the following script:
      * "New patient outside referral, records not received but requested."
    * Inform the patient that records must be sent to the Venice fax number: 941-488-2503

### Front Office Workflow

#### 1. Uploading Records

* When uploading referral records from the fax box into ICP:
  * Check for any open ICP tasks related to Dr. Banker retina consults.
  * If the patient is awaiting scheduling and records are received, contact the patient directly to schedule their consultation in Venice.

**RHC - If Patient Has a Referral**

1. Determine what the patient needs based on the retina reason/color key.
2. If external referral: **alert** the patient that referral notes must be sent prior to the appointment.
   * **Note:** Dr. Banker Consults: All Retina consults must have a referral and records on file prior to scheduling for external referrals. (See Scheduling Dr. Banker Retina Consults under Retina Scheduling Guidelines.)
3. If existing patient with an internal doctor, check the last note in **ICP** to confirm what type of retina service is needed.
4. Schedule with the referral provider (or first available if none is specified).
5. Document the records status in the **Physician Relations / Records** field of the appointment screen.

**RHC - If Patient Does Not Have a Referral**

1. The patient must provide documentation of a previously diagnosed retinal condition.
2. Records must be sent prior to the appointment or it may be canceled.
   1. We cannot schedule a consult with Dr. Banker unless we have already received the records and referral.
3. Schedule **at least 1 week out** to allow time for the records; mark **"DNM"** (Do Not Move) in the appointment details to prevent early rescheduling.
4. Document the records status in the **Physician Relations / Records** field.
5. If no provider preference, offer the **next available** time in the patient's requested or most convenient location.
6. **Referring Physician Field**: Enter the provider's name to indicate self-referral (never leave blank).
7. If the patient was referred by an external provider, enter their name in the Referring Physician field. *(Follow standard* [*Required Fields for Consultation Appointment*](#required-fields-for-consultation-appointment) *for more details.)*

#### Pre-Op / Post-Op Care

* **Pre-Op, Surgery, and 1-Day Post Op** visits are handled by surgical counselors.
* Create a **Patient Task** in **ICP** and notify the **RHC Surgical Counselor group** for RHC and an ICP task to **Dr. Banker's team** for CFS.

#### FAQs

**Injections**

* Injections must adhere to strict timeframes. If rescheduling or canceling, verify the last injection date.
* If the timing is unclear or the request is more than 10 days out, send an **ICP** message to the provider team for guidance.

**Will the Patient Be Dilated?**

* **Retina consultations require dilation.**
* Vision may be **blurry** and eyes more **light-sensitive** for a few hours afterward.
* Recommend bringing someone who can **drive** them home.
* **Yes, virtually all retina consultations and follow-ups require dilation.** *(See* [*Dilation Key*](https://us-eye-florida.gitbook.io/pac-guide/dilation-key) *for standard scripting)* This includes injection appointments.

**How Long Does the Consultation Last?**

* Usually **2–3 hours**, due to the complexity of diagnostic tests.

#### Closing Reminders

Follow the [Standard Closing Procedures](#standard-closing-procedures-scripting) with these specific additions:

* **Dilation Requirements**: Inform patient about dilation and 2-3 hour duration (if applicable)
* **Self-Pay Fee**: Confirm consultation fee and payment expectations (if applicable)
* If location differs from usual, emphasize the change

### Scheduling Oculoplastics

Oculoplastics consultations focus on facial and eyelid conditions and treatments.

**In CFS area, please schedule new patients with a diagnosis of styes, chalazions, or eyelid bumps, growths, or lesions directly with Kalie Kosek, PA-C** (In these cases, do NOT schedule with an optometrist.) This is especially important if they say the lump or bump or stye is swelling or getting worse

#### Common Medical Conditions

* Ptosis (drooping eyelids)
* Entropion
* Ectropion
* Eyelid lesions, bumps, or growths
* Styes or Chalazions
* Trichiasis
* Facial trauma

#### Cosmetic Treatments

* Botox
* Fillers
* Facelifts
* Other cosmetic eyelid/facial procedures

#### Providers

| Location | Providers                                                                              |
| -------- | -------------------------------------------------------------------------------------- |
| **CFS**  | <p>Dr. John Fezza (AMARA)<br>Ms. Kalie Kosek (AMARA)</p><p>Dr. Jon Berlie (Naples)</p> |
| **LEA**  | N/A                                                                                    |
| **RHC**  | N/A                                                                                    |
| **SFEC** | Dr. Albert Smolyar                                                                     |

#### Important Reminders

* Make certain every appointment is scheduled in **time order.**
* **CFS AMARA**: Transfer all calls for AMARA scheduling to the AMARA ext:
  * 104401
  * 77753
* If offering an appointment more than **10 days out**, you **must** offer to place the patient on the **waitlist**.
* **Vision plans** cannot be used for Oculoplastic Consultations.

**CFS AMARA Specifics**

* **Dr. Fezza** sees the following **cosmetic** cases:
  * Botox
  * Fillers
  * Facelifts
  * Cosmetic eyelid surgery
  * Laser resurfacing
  * Brow lifts
* **Dr. Fezza** sees these **medical** diagnoses:
  * Evisceration
  * Enucleation
  * Orbital fractures
* All other **medical** diagnoses should be scheduled with **Kalie Kosek**.

#### Process

**Cosmetic Consultations**

* **Not covered** by insurance. Payment is due at check-in.
* For **Dr. Fezza**:
  * Collect a **$150 deposit** at scheduling for cosmetic consults or Botox.
  * Document the deposit in the appointment details.
  * If the patient proceeds with Botox or fillers during the consult, the consult fee applies to the service.

**Medical Consultations**

* Billed to the patient's **medical insurance**.
* If referred by a physician, schedule accordingly. Ensure referral is sent before the appointment.
* If **not** referred by a physician:
  1. Ask about the reason for consultation.
  2. Determine whether it's **medical** or **cosmetic**.
  3. In appointment **Details**, document the reason.

#### Pre-Op / Post-Op Care

* **Pre-Op, Surgery, and 1-Day Post-Op** visits are scheduled or changed by **surgical counselors**.
* Create a **Patient Task** in ICP and notify the Surgical Counselor group if needed (CFS, LEA, SFEC).
* For **CFS** (cosmetic oculoplastic surgeries), send an **ICP Communication** and notify:
  * **CFS Dr. Fezza Team** (if scheduling for Dr. Fezza)

#### Closing Reminders

Follow the [Standard Closing Procedures](#standard-closing-procedures-scripting) with these specific additions:

* **Self-Pay Fee**: Confirm consultation fee and payment expectations (if applicable)
* If location differs from usual, emphasize the change

### Scheduling Dermatology

#### Overview

Dermatology providers offer both surgical and non-surgical treatment options for skin, hair, and nail conditions, including (but not limited to):

* **Mohs Micrographic Surgery** for skin cancer
* **Sclerotherapy** for varicose veins
* **KTP (potassium titanyl-phosphate) laser** treatments for vascular lesions, pigmented lesions, and acne

#### Providers

<table><thead><tr><th width="261.33331298828125">CFS</th><th>LEA</th><th>RHC</th><th>SFEC</th></tr></thead><tbody><tr><td>Dr. Joshua Newman, MD<br>Shannon Bednarz, PA</td><td>N/A</td><td>N/A</td><td>N/A</td></tr></tbody></table>

> **Note:** Mohs surgery is performed by Dr. Newman; Shannon Bednarz can provide all other services except Mohs.

#### Important Reminders

* Make certain every appointment is scheduled in **time order.**
* **AMARA:** Transfer all calls about AMARA scheduling to the AMARA:
  * 104401
  * 77753
* If you offer an appointment more than **10 days away**, you **must** offer to place the patient on the **waitlist**.
* If Dr. Newman is out of the office or booking too far out, offer the patient an appointment with Shannon Bednarz for the same services (excluding Mohs).
* When Dr. Newman is out, one of his team is still available for tech-only visits (e.g., suture removals).
* **Laser – KTP** treatments are performed by **Shannon Bednarz** at the AMARA location.

#### Process

**If Patient Has Referral**

1. Check **Phreesia** and/or **ICP Documents** for the referral.
2. If the referral document is missing, alert the patient to have it sent over before the consultation.
3. Schedule with the referring provider named on the referral.

**If Patient Does Not Have Referral**

1. If the patient was seen internally, check **ICP** for any note about a dermatology referral.
2. In the **appointment details**, include the reason for the consultation.
3. Enter the provider's name in the **Referring Physician** field to indicate self-referral (field should never be blank).*(Follow standard* [*Referral Management Protocol*](#referral-management-protocol)*)*

**Additional Notes:**

* In the **appointment details**, include the specific reason for the consultation (e.g., "mole check," "acne," "rash on arm," "suspected skin cancer on face").

#### Surgical / Clinical Requests Related to Dermatology

For any surgical or clinical requests related to Dermatology, **email**:\
<derm@centerforsight.net>

Include the patient's:

* Name
* Date of Birth
* Preferred phone number

**Emergency visits** (e.g., post-surgical complications like bleeding, uncontrolled pain, infection, severe rash) are handled by the clinic.

* In these cases, email the details (patient name, chart number, phone numbers, and symptoms).

**ED\&C, MOHS, and other surgical appointments** are performed in-office, not at a surgery center.

* These appointments are scheduled, rescheduled, and canceled by the **clinical team**.

**Tech-Only Visits** (e.g., suture removals): Must be scheduled within the time frame set by clinical staff. If the patient needs to reschedule, send an email.

**Cancellation List**: For patients wanting a sooner appointment, also email the details (patient name, chart number, phone numbers, reason for earlier appointment).

#### Closing Reminders

Follow the [Standard Closing Procedures](#standard-closing-procedures-scripting) with these specific additions:

* **Self-Pay Fee**: Confirm consultation fee and payment expectations (if applicable)
* If location differs from usual, emphasize the change

### Scheduling Aesthetician

#### Aesthetician Overview

Our experienced Aestheticians, under the direction of Dr. John Fezza, offer services to treat:

* Dry sun-damaged skin
* Scars
* Age spots
* Wrinkles
* Other skin imperfections

#### Services

Aesthetician Services Include (but are not limited to):

* CoolSculpting
* Laser hair removal
* Facials
* Microdermabrasions
* Microneedling
* Peels
* Permanent makeup
* Waxing

#### Providers

Below are the listed providers at Center For Sight, along with the services they perform:

1. **Gosia Napieracz, L.E. (CFS)**
   * CoolSculpting
   * Dermaplaning
   * Facials
   * Microneedling
   * Peels
   * Tinting
   * Waxing
2. **Pia Simonson, L.E. (CFS)**
   * Dermaplaning
   * Electrolysis
   * Facials
   * Laser Hair Removal
   * Microdermabrasion
   * Peels
   * Permanent Makeup
   * Tinting
   * Waxing
3. **Kerry Sutherland, R.N. (CFS)**
   * CoolSculpting
   * Morpheus 8

#### Important Reminders

* Make certain every appointment is scheduled in **time order.**
* Transfer all calls for **AMARA** scheduling to the AMARA ext:
  * 104401
  * 77753
* Aesthetician services are **elective** and **not covered** by insurance.
* **CoolSculpting** is only offered at **AMARA (1370 Venice)**.
* **Morpheus 8** is only offered at **AMARA (1370 Venice) on Thursdays** when Dr. Fezza is in office.
* **Laser Hair Removal & Permanent Makeup** are only offered at **US41 Sarasota**.
* Same-day appointments must be approved by the provider.

#### Process

1. If the patient was seen internally, **check their last note in ICP** to see if an Aesthetician consultation or service was recommended.
2. Determine whether the patient needs a **consultation first** or can go straight to the service (see table below).
3. Document the reason for the consultation in the **appointment details**.

**Services Needing Consultation First**

* CoolSculpting
* Laser Hair Removal
* Permanent Makeup

**Services That Do Not Require a Consultation**

* Dermaplaning
* Facials
* Microneedling
* Peels
* Tinting
* Waxing
* Electrolysis
* Microdermabrasion
* Morpheus 8

#### Consultation Info

* **Consultations are free** unless they are for CoolSculpting.
* **CoolSculpting Consultations** require a **$100** deposit:
  * If the patient proceeds with treatments, the consultation fee is applied as a credit.
  * The deposit is **refundable** if the patient cancels more than **two days** in advance.

**Script for CoolSculpting Fee**:\
"The fee for a CoolSculpting consultation is $100 and is not covered by insurance. It is our policy to collect payment for CoolSculpting consultations when the appointment is scheduled. If you decide to proceed with CoolSculpting treatments, your consultation fee will be credited towards the treatments. The consultation fee is refundable should you choose to cancel your appointment with more than 2 days' notice."

#### Closing Reminders

* Emphasize if the location differs from their usual office.
* Example Closing:\
  "Thank you \[Mr./Ms. Patient Last Name], we look forward to seeing you for your Aesthetic consultation on \[date] at \[time] at our \[office] location." *(Follow* [*Standard Closing Procedures*](#standard-closing-procedures-scripting)*)*

## Patient Support -- Handling Other Requests

### Verifying Prescription Consent Prior to Sending Tasks

When a patient calls requesting that a copy of their glasses prescription be emailed to them, PAC agents must first verify that the patient has signed the required prescription acknowledgment consent in ICP before sending a task to the Patient Care Team.

The office staff cannot send out prescriptions unless the patient signed for them on the day of their visit. When there is no signed consent on file, office staff must call the patient and request they return to the office to sign the form.

By checking this information while on the call, PAC can significantly reduce unnecessary follow-up work for the offices and help avoid confusion or frustration for the patient.

### DMV Forms

### DMV Form Call Process:

1. **Verify last visit date**
   * Check whether the patient has been seen within the last 12 months.
2. **If the patient has NOT been seen within the last year:**
   * Schedule the patient for a Comprehensive Exam (Comp).
3. **If the patient HAS been seen within the last year:**
   * Inform the patient that they may drop the DMV form off at the office.
   * Advise them to allow 24-48 hours for the provider to complete the form.
   * Let the patient know that office staff will call once the form is ready for pickup or if the provider determines that the patient needs to be seen.

> Please do not schedule an appointment for DMV forms unless the patient has not been seen within the last year.

#### How to Check for the Signed Consent in ICP

**Step 1:** Open the patient's chart in ICP and locate the Consents/Forms tab.

**Step 2:** Click on the Consents/Forms tab and select the Consents option.

**Step 3:** Look for the consent labeled: "Prescription Signed Acknowledgement – USEYE."

A date will appear next to it—this is the date the patient signed. Use this date to determine which prescription the patient has acknowledged.

If the consent is signed, proceed with sending the task to the Patient Care Team. If the consent is not signed, inform the patient that the office will need them to come in and sign the required form before their prescription can be released.

**\*\*Important Note:** *In some cases, there may be a paper consent form scanned into the patients chart under the Documents tab. This can happen when ICP crashes or if some office locations had a delay in receiving the signature pads for patients to sign the consent electronically.*

### HR – Employment Wage & Job Verification

* Direct callers to **The Work Number** for employment and income verification.\
  Website: [www.theworknumber.com](http://www.theworknumber.com)

### Patient Statements / Outstanding Balances

* If the patient has questions about a statement or an outstanding balance (after an appointment), refer them to the **RCM Customer Service Team** at **(888) 856-1878** or the RCM Priority Line if the call is in regard to Bad Debt: 941-331-1448.

### Medical Records

* **Requests for Records**:
  1. Direct the patient to the **medical records release form** on the practice website.
  2. Alternatively, email or fax the release form upon request.
  3. Completed forms can be returned by mail, fax, or at any practice location.
     * CFS: <SRQMedicalRecords@centerforsight.net> and <VNCMedicalRecords@centerforsight.net>
     * RHC: <frontdesk@retinahealthcenter.com>
     * LEA: <pservices@lakeeye.com>
     * SFEC: ICP to the SFEC Patient Care Team
* **Turnaround**: Records requests typically take **3–5 business days**.
* **Status Check**:
  1. Double check the patient has signed and sent a medical records release.
  2. Send an ICP task to the proper PT Care Team to give the patient a call back regarding their medical records release form.

### RCM Inquiries – Financial Requests

***Important Reminder:** The patient’s insurance company is the only entity that can provide accurate and up-to-date information about their policy, coverage, or costs. Since the insurance company writes and manages the patient’s policy, they have access to all the necessary details and are best positioned to answer questions. Please do not send these types of inquiries to RCM, instead put it back on the patient to reach out to their insurance company.*

| **Request**                                                                                            | **Where to Direct**                                                                                                                                                                    |
| ------------------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Surgery Costs / Estimates**                                                                          | <p>1. Submit request to: RCM Support Inquiries<br>2. Choose <strong>Financial Counseling – Estimate Review/Questions</strong></p>                                                      |
| **Payments for Upcoming Surgery** (not from a statement)                                               | <ol><li>Submit an <strong>ICP Communication</strong></li><li>Message and notify "<strong>Regional Surgical Counselors</strong>"</li></ol>                                              |
| **Center For Sight (CFS) ONLY**: Cataract surgery with CV/ADV/LAL lens payments for upcoming surgeries | <p>1. Send an <strong>ICP Communication</strong><br>2. Message and notify <strong>"CFS Surgical Counselors"</strong></p>                                                               |
| **Cosmetic Oculoplastics Surgeries**                                                                   | <p>1. Send <strong>ICP Communication</strong><br>2. Notify either <strong>CFS Dr. Fezza Team</strong> (for Dr. Fezza) or <strong>CFS Surgical Counselors</strong> (for Dr. Berlie)</p> |
| **Insurance Verification** (Referrals or Authorization for upcoming appt)                              | <p>1. Submit request to: RCM Support Inquiries<br>2. Choose <strong>Insurance Verification – Benefits Verification</strong></p>                                                        |
| **Retina Provider Questions** (Insurance Verification, Authorization, or Financial Counseling)         | Submit request to: RCM Support Inquiries                                                                                                                                               |
| **Billing / Customer Service** (past due balance, statements, itemized statements)                     | Transfer to **BILLING Quick Connect**                                                                                                                                                  |
| **Audit Calls from Insurances**                                                                        | Email info to **Heather Hickman** (Accounts Receivable Manager)                                                                                                                        |

### ICP Patient Tasks Related to Clinical Questions / Medication Refills / DMV Forms

Certain requests **only** clinical staff or providers can handle. Refer to the table below to know how to notify the correct group in ICP (IntelleChartPRO). Clinical staff monitor ICP tasks throughout the day and aim to respond within the same day if received in the morning or by the next day if received in the afternoon.

**Important Notes**

* **Do Not** send ICP communications to groups prefixed with `zzz` (inactive).
* **Do Not** send ICP communications to individual people.
* If a provider no longer works here and the patient hasn't established care with another provider, send the message to the [**Patient Care Team by region** ](https://us-eye-florida.gitbook.io/pac-guide/provider-reference-guide)(Florida)
* Patients should be informed that the request is typically handled within **24–48 hours**.
* Make certain all information discussed on the call is included in the **ICP** message.
* **New Patients:** If they have clinical or medication questions, they must be scheduled for an appointment. Clinical staff cannot advise or fill out forms (DMV, tint, medical forms) without a prior exam.

#### **ICP Patient Task Categories**

| **Patient Questions**                       | **Urgency** | **ICP Task Category**        | **Notify Group**                                       |
| ------------------------------------------- | ----------- | ---------------------------- | ------------------------------------------------------ |
| Medications / Drops                         | Normal      | Prescription Drug Management | \*Practice (Provider) Team (Established patients only) |
| Post Op Care                                | Urgent      | Continuing Care              | \*Practice (Provider) Team (mark as Urgent)            |
| General Exam / Diagnosis                    | Normal      | Continuing Care              | \*Practice (Provider) Team                             |
| CL or Glasses Copy of Prescription          | Normal      | Contact Lens / Glasses       | \*Practice Patient Care Team                           |
| Change/Alter CL or Glasses Rx (not expired) | Normal      | Contact Lens / Glasses       | \*Practice (Provider) Team                             |
| DMV Forms                                   | Normal      | Continuing Care              | \*Practice Patient Care Team                           |

> **Notify Field Examples**:
>
> * `CFS (Dr. Name) Team`
> * `LEA (Dr. Name) Team`
> * `RHC (Dr. Name) Team`
> * `SFEC (Dr. Name) Team`
> * etc.

**Never** transfer such calls to an extension or voicemail. Inform the patient that the clinical staff are with patients but will respond as soon as possible, then create an **ICP task** with an appropriate urgency level.

## Surgical Procedures — Scheduling questions and ICP Tasks

**Procedures are NOT scheduled by the PAC or the ASC.**

### Surgical Inquiries Handling (scheduling, rescheduling, cancellations, and pre-payments)

#### 1. Basic Cataract Surgery:

**a. Financial Inquiries: Continue routing to the Financial Counselors at** [**financialcounselors@useye.com**](mailto:financialcounselors@useye.com) **or extension 103863.**

**b. Insurance Inquiries: Continue routing to the Insurance Team at** [**insuranceverification@useye.com**](mailto:insuranceverification@useye.com) **or extension 103865.**

**c. Scheduling Basic Cataract/MDI tasks: These should now be handled by PAD (CFS North Patient Care Team/CFS Mid Patient Care Team) until further notice for all providers (apart from JWK).**

* **i. If time permits, PCCs may still assist with basic cataract scheduling.**
* **ii. Dr. Kim (JWK) patients only\*\*** *Scheduling for Basic cataract and cataract upgrade lens patients will continue to be handled by JWK's assigned PCC - send MDI task to \*CFS Surgical Counselors or email* <PCCs@CenterForSight.net>*.*

**2. CV / AV / LAL / CLE / RLE Cataract Patients For any payment, scheduling, or lens-related questions, please send the MDI task to \*CFS Surgical Counselors or email <PCCs@CenterForSight.net>.**

&#x20;    a. For **CFS South** offices send over to the **South Patient Care Team** instead.

**3. MDI Tasking Guidelines: Please ensure all staff are aware of the correct routing for MDI tasks to prevent misdirections:**

**a. Is the surgery CV/AV/LAL/CLE/RLE and the question is related to scheduling, pricing, or payment?**

* **i. Route call, email <PCCs@CenterForSight.net>, or MDI task to \*CFS Surgical Counselors.**
* If the patient is a **CFS South** patient please send it over it over instead to the **CFS South Patient** Team.

**b. Is this a medical question (eye drops, medications, symptoms) not related to payment?**

* **i. Route MDI task to the Surgeon's Medical Team.**

**c. Is this a Basic Cataract patient calling to make a payment?**

* **i. Transfer to 103863 (Financial Counselors) or email** [**financialcounselors@useye.com**](mailto:financialcounselors@useye.com)**.**

**d. Is the patient calling with insurance or authorization questions?**

* **i. Transfer to 103865 (Insurance Verification) or email** [**insuranceverification@useye.com**](mailto:insuranceverification@useye.com)**.**

**e. Patient calling to cancel surgery, questions regarding time of surgery, post op/pre op Questions?**

* **i. Email surgeon's team, ASC inquiry and the assigned PCC in one email.** *(If surgery cancelation is within 48 hours of surgery date - Email must be sent High priority(!))\*\**
* ii. Here is a small list for North and Mid CFS

1. Shoemaker - Antonia Vollmer
2. Kim - Antonia Vollmer/Ankaika Frazil
3. De Rojas - Katie Reimer
4. Mathews - Brad David
5. Davis – Christi Roth

**f. Is the patient calling to schedule Basic or upgraded package for Dr. Kim?**

* **i. Route call, email <PCCs@CenterForSight.net>, or MDI task to \*CFS Surgical Counselors.**

**4. MDI Note Template for PCC Task:**

1. Surgery Date: &#x20;
2. Surgeon:
3. Detailed Reason for Call: (e.g., "Patient called regarding CV questions / to make payment for CV surgery.")
4. Call back Phone Number:

* At Center For Sight Locations:
  * § Notify Surgical Counselors (PCCs) ICP group for: scheduling, rescheduling, and pre-payment of cash-pay and cataract ASC surgeries. CV, ADV, LAL, LASIK, PRK, EVO ICL, CLE, etc.
  * § Notify the local Patient Care Team (CFS North, CFS Mid, or CFS South) ICP group for all other non cash-pay procedures including YAG, SLT, cornea procedures, and glaucoma procedures.
  * §  When handling calls related to YAG appointments, please follow the guidelines below:
  * § **Patient Calling About an Upcoming YAG Appointment**
  * § If the patient already has an upcoming YAG scheduled and you do not see a post-op visit scheduled in their chart, send an ICP task to the Patient Care Team requesting that they reach out to the patient to schedule the PO visit. These should be scheduled 2-4 weeks after the YAG procedure.
  * **§ Patient Calling to Schedule Their YAG**
  * § If the patient is calling to book their YAG procedure, send an ICP task to the Patient Care Team and include in the task that a post-op YAG visit needs to be scheduled as well.
  * §  *Notes: These appointments are often useful to determine a post-op refraction.*
  * At non-CFS locations (LEA, RHC, SFEC), notify Surgical Schedulers ICP group for all surgical-related inquiries.

### Specific Questions related to Surgeries:

* **For ASC Logistics** (arrival times, eating/drinking restrictions, retained IV in arm after surgery, etc): **\* Sarasota ASC**: <SRQ-ASCinquiries@useye.com> **\* Naples ASC** (including non-US Eye providers that only operate in our ASC): <Naples-ASCinquiries@useye.com> **\* Santa Fe / LEA** (including non-US Eye providers that only operate in our ASC): <santafeasc@useye.com>
* **For Provider-Specific Surgical Questions**: Message the relevant Practice (Provider) Team in ICP (and mark as Urgent)

**\*As a PAC agent, never provide surgery times**

### Surgery Time & Pre-Op:

* For Southwest Florida Eye (SFEC), create ICP task for the practice surgical counselors.
* For Center For Sight - Sarasota / Laser & Surgical Services: email <srq-ascinquiries@useye.com>.
* For Center for Sight - Naples / Montgomery Eye Center: email <naples-ascinquiries@useye.com>.
* For Santa Fe Surgery Center (Lake Eye Associates): email <santafeasc@useye.com>.
* **Include patient name, DOB, surgery center, and surgeon.**

**Post-Op questions → Provider Team in ICP (NOT the surgical counselor group)**

### Optical

Incoming calls for **Optical** route to designated regional ring groups.

* All optical staff must assist in answering calls when not busy with in-office patients.
* Unanswered calls go to a group voicemail (checked daily).
* Voicemails should be returned same business day.
* When sending an email be sure to include all patient information including location, name, date of birth, medical records number, and phone number.
* The optical department closes from 12-1 for lunch.

#### **Contact Lens Phone Orders**

* If a patient wants to **order** contact lens supplies, **transfer** to the appropriate Optical Department.
* For **trial pair** or a single pair, the provider's approval is required:
  * Enter an ICP message to the **Provider Team**.
* **Optical staff** confirm the prescription is signed in ICP and place an order in NextGen Optical Management. Payment is taken via Phreesia.
* If the caller cannot be transferred to optical (or if they already left a voicemail), escalate to a **team lead/manager**.
* **Optical staff** confirm the prescription is signed in ICP and place an order in NextGen Optical Management. Payment is taken via Phreesia.
* If the caller cannot be transferred to optical (or if they already left a voicemail), escalate to a **team lead/manager**.