First Impressions: The Receptionist

The face of any medical office is the front desk as you walk in! The front office is the introduction to patients of where they’re about to be for the next hour or so of their lives. In most cases, 99% of people would prefer to steer clear of any doctor’s office in exchange for a pleasant day at the park, shopping, or even in the comfort of their own home. So, it goes without saying that making a person feel welcome and safe as they enter for an appointment is vital!
Our article this month is to discuss what the role of the “Receptionist” includes.  At Summit Eye Care, our receptionist has three primary tasks to take care of.
Greet patients
At Summit Eye Care we want our patients to feel welcome. Our goal is to let the patients know we are here to serve them and are happy to do so. This person often sets the scene for the remainder of the practice.
Maintain accurate demographic information
This was a simple task in the past; however, with the addition of emails, cell phones, texting, etc., more information is required to continue to serve our patients long after the visit is over.   Correct information is required to make future appointment confirmation calls, mail pertinent information, and/or provide information through the patient portal if acceptable. Referring doctors and/or primary care physicians’ names are requested.   This enables us to send reports from our office to your caregivers to ensure you’re receiving the best care from all parties involved. Asking a lot of questions is necessary at the check-in process.   We strive to complete this process as professionally as possible.
Obtain insurance information
This can be a very difficult area for patients and staff. The most important information a person can provide at an appointment is a current insurance card. “Why to every visit?” you may ask. Insurances tend to vary or change often.   We are given more opportunities to “re-enlist” or “change plans” than in the past.
Additionally, the eye care profession is the only medical office that deals with two types of insurance. One is medical, and one is vision, and then, lo and behold, some insurances combine both!   The fine line between medical and/or vision can be a tough balancing act.   Medical plans cover just that — medical problems, such as glaucoma, cataracts, dry eyes, red/itching eyes, etc.   Vision plans cover “routine” eye care such as having an exam for nearsightedness, astigmatism, farsightedness, etc.   Some plans also cover contact lens evaluations and/or the supply of contact lens and/or glasses.   The confusion comes when a patient is having red/itching eyes and wants a “routine” exam simultaneously.   Most of the time the insurances dictate what can be accomplished in one visit.   At Summit Eye Care we try our best to accommodate our patients, but are sometimes limited by the insurance plans and their rules.
Please join us next month as we take a stroll through the remainder of the eye exam experience at Summit Eye Care.   We will try to provide some answers to questions such as, “What are the tests and why do I need them?”
If you do not have an eye care provider, please call us at Summit Eye Care 336-765-0960 for your eye care needs.

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