EMPLOYED NAVIGATION GUIDE - Luxottica€¦ · The Brand’s Eye Care Experience Local Doctor...
Transcript of EMPLOYED NAVIGATION GUIDE - Luxottica€¦ · The Brand’s Eye Care Experience Local Doctor...
ONBOARDING
NAVIGATION GUIDEEMPLOYED
Doctor
S P R I N G / S U M M E R 2 0 1 8
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Table of Contents
Using this Guide
Welcome to Luxottica
OneSight
Preboarding
Your Onboarding Plan
First Steps: Insurance, Credentialing and Contracting
Intro to Luxottica University
Office Set Up
General Orientation Tasks
Doctor’s Office Walk-Through
Exam Instruments (MOD only)
Goods and Serivces (MOD only)
Contact Lenses (MOD only)
Patient Accessibility and Other Compliance Standards (MOD only)
Patient Connections
Net Promoter Score (NPS)
The Appointment Book (TAB)
The Brand’s Eye Care Experience
Local Doctor Marketing
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Operational Excellence
Operational Excellence (MOD only)
Practice Development
Office and Staff Development
Office and Staff Development: Lifestyle Prescribing
If you have comments or suggestions on improving this material or your onboarding experience, please email [email protected]
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Using This Guide
Welcome! This Doctor Onboarding Navigation Guide is designed to help you feel confident and comfortable as a new Employed Doctor at Luxottica Retail and to help you quickly deliver the best eye exam experience for your patients.
This is your primary guide through onboarding. It serves as a high-level guide, or roadmap, and will assist you with information, referrals to other resources and best practice suggestions to help you hit the ground running. It will also facilitate a cultural understanding of Luxottica Retail and its brands and how you have an opportunity to contribute to your own success and the well-being of your patients.
In addition to this Doctor Navigation Guide, you also have a Luxottica Doctor Resource Guide, which is also in electronic form. The Luxottica Doctor Resource Guide contains comprehensive “how-to” steps and procedures for many topics related to practicing as a doctor at Luxottica. If you haven’t done so already, take a moment to explore the Luxottica Doctor Resource Guide and note some of the topics.
In each of the steps you will notice sections that appear similar. Here are some of the more common ones:
RESOURCESPeople and written
material that can help you with specific onboarding
topics, including who to call with questions
ACTION ITEMSTasks you can review and manage independently
WITH OTHERS Information that will be beneficial for others to
show or discuss with you
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CUSTOMIZE YOUR ONBOARDING PLAN
It’s likely that some of your circumstances may be different than that of other Employed Doctors during the onboarding experience. For example:
• Your location could be:• A newly opened/constructed location• Already existing with patient records • Already existing but may not have patient records
• Your experience level may be:• Newly graduated from an optometry school• Affiliated with another Luxottica brand• Having experience in private or other corporate practice
• Your role coming into this brand may be:• An Associate Doctor (AOD)• A Managing Doctor (MOD)• A full-time, part-time or casual part-time doctor
These and other factors should be taken into consideration so you can customize your Onboarding Plan accordingly. Depending on your role as an AOD or MOD, your Regional Manager will ensure you get on the right path.
You won’t be alone as you navigate through your onboarding with Luxottica. Part of a great onboarding experience is having people in a network who can assist you at the right times. Here are some of the key people who you will work with. We suggest that as you meet them, write down their contact information, including their cell phone and email.
• Regional Manager (RM): the person responsible for retail and doctor operations in your area; the RM will be the first point of contact who will help customize your onboarding path, as well as connect you to your local onboarding partners
• Regional Director of Eye Care (RDE): the person responsible for directly supporting optometric practices on a regional level (only in select geographies at this time)
• Senior Eye Care Director (SECD): the person responsible for directly supporting optometric practices at a zone level (a group of regions)
• Store Manager (SM): the manager of the Luxottica Retail brand location you are affiliated with• OD Mentor: you may choose to have a colleague who can help you acclimate to your role as
an Employed Doctor; this individual would be identified for you by your SECD, RM or RDE
You should have already received an e-mail welcoming you as an Employed Doctor with Luxottica and providing valuable information as to your online identity, accessing the Doctors at Luxottica (DAL) website, and more. The field managers have also been notified of your activated status and may have already contacted you to provide guidance through the onboarding process.
Action ItemsPrint a copy of your onboarding plan (next few pages)
Review this plan with your Regional Manager and/or MOD to customize this plan to your own circumstances
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VIEWING THIS GUIDE ON A TABLET OR MOBILE DEVICE
If you want to view these materials on a mobile or tablet device, follow these instructions to ensure you can take advantage of the linking capabilities of the onboarding documents.
1. Install Adobe Reader on your device.
2. Install the Dropbox app on your device. (This will allow you to access additional document links within the onboarding and resource guides.)
3. Open your email application on your device.
4. Locate the email with the onboarding material attachments.
5. Touch and hold each attachment until you are given the option to download it (a pop-up screen will appear similar to the one below).
6. Choose “Copy to Adobe Acrobat” (or “Import with iBooks” if using an Apple device) to view the document.
7. Repeat steps 5 and 6 for each onboarding document.
8. To open the documents at a later date, simply open Adobe Reader or iBooks and open the document you wish to view.
Adobe ReaderiOs Devices
Android Devices
DropboxiOs Devices
Android Devices
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DOCTOR ONBOARDING
DOCTOR ONBOARDING
DOCTOR ONBOARDING WE’RE GLAD YOU ARE HERE.
WELCOME TO LUXOTTICA.
Who We Are
Ophthalmic Brands
Eyewear Brands
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TOGETHER, WE CAN HELP THE WORLD SEE A BETTER FUTURE.
Lack of access to vision care and glasses is a global health issue affecting 1 in 7 people worldwide. Whether a child or a parent, a student or an employee, an eye exam and a pair of glasses unlocks a world of possibilities. At Luxottica, you can apply the expertise and skills you use every day to help the 1.1 billion people who lack access to vision care see a better future.
Giving back is part of who Luxottica is – it is our heritage. Luxottica is the proud sponsor and founder of OneSight. OneSight’s roots date back to 1988 when a LensCrafters employee wanted to help people in underserved communities see clearly. Together, we have helped more than 9 million people in 46 countries see clearly and over 5 million people now have permanent access to vision care and glasses. And together, we will help millions more.
Today, OneSight is the largest global nonprofit focused on refractive error correction. Their vision is clear – A world where lack of access to vision care is no longer a barrier to human achievement. Through sustainable vision care solutions, OneSight believes we can provide global access to vision care to every person in need in our lifetime.
We know that helping the world to see often starts in our own backyards. As an engaged Luxottica employee, you are encouraged to take a hands-on approach by donating your vision care expertise to transform lives with the OneSight team. As you begin your journey of giving back with us, we hope you will find that it builds meaningful connections with customers by sharing stories and inviting their involvement.
OneSight makes it easy to make an impact.
Learn more about OneSight: e-training Coming Soon
Stories of Change: PDFSee OneSight’s Impact (2:30)
Meet Dr. Dana Kindberg (4:04)
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preboarding
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Your Onboarding Plan
Please print this checklist and have it available when discussing your Onboarding Plan with your MOD or Regional Manager. Some of the items may not need to be completed depending on your circumstances.
This checklist does not replace this Doctor Navigation Guide or the Luxottica Doctor Resource Guide. There is detailed information in each resource that you will need to review.
PRINT THIS CHECKLIST
Print this checklist
If you are a new AOD, review this onboarding plan with your MOD, or with your Regional if you are a new MOD
Gather supporting documentation required for CAQH credentialing
Complete W-9
Log in to Luxottica University and familiarize yourself with the site
MENTOR DATETOPIC
PRE-BOARDING
The steps above should be in process already. Credentialing may take up to 30 – 45 days before you can start seeing patients with insurance.
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Your Onboarding Plan, cont.
Review the AOD or MOD job description
Learn more about Luxottica, the culture of the brand you are affiliated with, regional “norms” from the MOD and/or Regional Manager, OneSight opportunities
Learn where your “home store” is (if you will be practicing in multiple offices)
Review Luxottica Associate Guide (located in Luxottica University)
Provide acceptable documents to your manager to complete your I-9 form
Complete documentation for Work Opportunity Tax Credit (US only)
Learn about pay cycles and when you will receive your first paycheck
Review attendance, breaks, dress code, locker, scheduling and call-in policies
Review benefits summary and incentives for ODs
Review incentives that associates receive (Optomap, fields, dilations, CL annual supply, etc.)
Learn how to log in and use HR Central
Complete Emergency Evacuation training (30 mins)
Complete HIPAA training (US only, 1 hour)
Complete Fraud Waste and Abuse training (US only, 30 mins)
Complete ADA compliance training (US only)
Complete Intro to Diversity training (US only, 30 mins)
Review Asset Protection poster and 3 R’s of shoplifting prevention
Complete Notice and Acknowledgement of Pay Rate and Payday (CA and NY only)
MENTOR DATETOPIC
OFFICE SET UP
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Your Onboarding Plan, cont.
MENTOR DATETOPIC
OFFICE SET UP
Review list of MDs (ophthalmology, specialist, primary care doctors) that the location commonly refers out to
Receive an overview of eyeNet/CIAO! functions, including how to perform Quick Sales
Perform a walk-through with the Store Manager to learn the practical information you need to know (where the lights are, how trash is taken out, where mail is received, security after hours, etc.)
Perform a walk-through of the doctor’s office with your MOD to familiarize yourself with the instruments. Ask any questions to ensure understanding of instrument or equipment procedures.
Review information for Employed ODs in the Contact Lenses section in Luxottica Doctor Resource Guide
Take a tour of the contact lens room and review lens inventory, including powers and ranges of trials
Ask your Store Manager for a current copy of the Contact Lens Handbook and review its contents. (This is a guide to help you manage day-to-day operations involving contact lenses.)
Review Medically Necessary Contact Lens information on definition, powers, and ranges in the Luxottica Doctor Resource Guide.
Review ordering procedure with MOD.
Review importance of annual supply and associate incentives
Learn about contact lens rebates
Review exam instrument maintenance procedures
Review the section on Compliance Standards in the Luxottica Doctor Resource Guide and what you should know about patient accessibility and other workplace standards
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Your Onboarding Plan, cont.
MENTOR DATETOPIC
OFFICE SET UP (MOD)
Complete Workplace Harassment Training
Ensure at least one operational exam lane has a chair mover
Review Exam Instruments in the Luxottica Doctor Resource Guide
Inspect exam instruments to ensure they are working properly
Determine how you will review exam equipment maintenance procedures with your staff
Work with the Store Manager and take inventory of supplies, including backup batteries/bulbs for equipment and order where appropriate
Contact Specialty Lens Manufacturers directly to set up an account if needed (accounts with J&J, Alcon, CooperVision, and B&L) have already been set up for you
Review how to replenish contact lens trials
Identify contact information for contact lens vendors in the Contact Lenses section of the Luxottica Doctor Resource Guide; arrange time to meet reps (reps may ask to meet AODs as well)
Review Net Promoter Score in the Luxottica Doctor Resource Guide
Review The Appointment Book (TAB) in the Luxottica Doctor Resource Guide
Print out a copy of the training curriculum found in the TAB section
Set up your Doctor Bio (for MODs, ensure Doctor Bios are set up for all doctors in the office)
Practice scheduling appointments on the “Test Drive” website
Schedule time with an experienced TAB coach to review key principles of TAB and how to use it effectively; work with the person who is managing your onboarding to select the right TAB coach for you
MENTOR DATETOPIC
PATIENT CONNECTIONS
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Your Onboarding Plan, cont.
Arrange to observe the brand’s Total Store Eye Care Experience as a patient and customer in the retail part of the store
Learn the behaviors associated with the exam experience
Learn the importance of transitioning
Learn about AccuFit
Learn how to use the Associate tablet
Learn expectations for floor leadership
Learn about any expectations for coaching associates
Arrange for CLARIFYE™ training (if applicable), including any e-Learning and on-site training (see the CLARIFYE™ section of the Luxottica Doctor Resource Guide for training curricula)
Gain perspective from the person managing your onboarding, or a fellow colleague, on what they find successful in their practice and any tips they may be able to share with you
Request to be connected to a Licensed or Certified Optician to learn about lens products that are available, expectations for eyewear delivery, and any remake prevention initiatives to prevent unnecessary rechecks
Follow the instructions to set up TAB for your practice, administrative features and office preferences
Review Local Doctor Marketing in the Luxottica Doctor Resource Guide
Determine what grassroots marketing strategies you want to employ in your local market
(LensCrafters and Target) Log on to the OD Marketing Toolkit to learn how to leverage the development of customizable tools that you can use to drive exams in your local market
MENTOR DATETOPIC
PATIENT CONNECTIONS
PATIENT CONNECTIONS (MOD)
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Your Onboarding Plan, cont.
Review Brand Key Performance Indicators (KPI)
Ask Regional Manager to share reporting to understand company, zone, regional averages for KPIs
Be aware of top three insurances accepted
Learn expectations on OD scheduling
Learn how to participate in associate meetings or “huddles”
Learn how to pull reports in eyeNet/CIAO!
Learn how to access the Operational and NPS Dashboard
Learn when weekly conference calls are held and ensure you are included on daily emails
Determine topics to review with Store Manager and Regional Manager during business meetings and/or store visits
Perform a walk-through of your office with the Store Manager, ensure you have everything you need before you start seeing patients
Review your progress setting up TAB, get questions answered, and learn ways to use TAB effectively
Learn about the routine for regular touchbases and business meetings with the Store Manager and Regional Manager
MENTOR DATETOPIC
OPERATIONAL EXCELLENCE
OPERATIONAL EXCELLENCE (MOD)
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Your Onboarding Plan, cont.
Follow up on weekly and monthly touchbases with your Store Manager
After practicing 30 days, plan a time to meet with the Regional Manager on how you’re acclimating and to get any questions answered
Explore courses/resources in Luxottica University
After practicing 90 days, plan a time to meet with your Regional Manager and review your experiences in the first three months, your overall onboarding experience, your development plan, and any needs you have for support
If your brand is participating, plan on receiving Lifestyle Prescribing training after approximately six months in your practice; your Senior Eye Care Director or Regional Manager will coordinate this with you
MENTORTOPIC
DAY ONE: Practice Development
DAY ONE: Practice Development (MOD)
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Your Onboarding Plan, cont.
HOW WE COMMUNICATE WITH YOU
Email is our primary way of communication with you. Depending on your brand, emails may come to you from LCCommunications, TargetOps, SearsCommunications, or from the Luxottica Center of Excellence.
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Doctor HotlineDoctor Hotline Number: (800) 215-2020Doctor Hotline Email: [email protected]
Call this number or send an e-mail for assistance with:• ADA access information• Other general questions about resources
Email [email protected] with comments or suggestions on improving this material or your onboarding experience.
Your Onboarding Plan, cont.
Resources
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FIRST STEPS Insurance, Credentialing
and Contracting
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NOTE: MAKE SURE THESE PROCESSES ARE STARTED BEFORE GOING FURTHER
First Steps - Insurance, Credentialing and Contracting, cont.
There are several processes you should be aware of, and one that you’ll need to make sure you complete immediately, if you haven’t already.
What you need to do:
• Begin the credentialing process with CAQH
Done for you by Luxottica:
• Acquire Doctor Liability Insurance
• Contract you with EyeMed and other insurance carriers
CAQH Credentialing
We work with the Council for Affordable Quality Healthcare (CAQH) for online data collection of your professional information. CAQH’s innovative tool, the Universal Credentialing Datasource (UCD), streamlines the credentialing and re-credentialing process.
To become CAQH credentialed, you will need to gather some supporting documentation, go online to the CAQH website, and complete ALL information correctly. It may take 30 – 45 days to become credentialed, so if you have not started this process yet you should start now!
• You won’t be able to see EyeMed or patients from other insurance carriers, until you are CAQH credentialed
• Your contracting process with EyeMed can’t be completed until your CAQH credentialing is completed first
• Detailed instructions on documentation to gather and how to complete CAQH credentialing is found in the Luxottica Doctor Resource Guide under EyeMed and CAQH Credentialing
Liability Insurance
Your liability insurance is covered under a group policy by Luxottica. In addition, your insurance information will be submitted to CAQH on your behalf. This insurance only covers an Employed Doctor in a Luxottica practice. Separate insurance, purchased separately by the Employed Doctor, would be needed for practicing in a non-Luxottica practice.
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First Steps - Insurance, Credentialing and Contracting, cont.
Gather these documents BEFORE you sit down and start the online CAQH application.
It is critical to complete your CAQH application correctly to avoid delays in credentialing.
CAQH-supplied Provider ID Number
Previously completed credentialing application if available (for reference)
List of all previous and current practice locations
Identification numbers such as UPIN, Medicare, Medicaid, and National Provider Identifier (NPI)
Curriculum Vitae (CV)
License to practice Optometry
IRS Form W-9 (same one used for EyeMed)
Malpractice Insurance Cover Page (also called the Face Sheet)
NOTE: For Employed Doctors this information will be submitted to CAQH on your behalf.
Summary of any pending, or settled, malpractice cases
You can also self-register at https://proview.caqh.org/pr. After
completing the self-registration process you will receive a welcome
email with your CAQH Provider ID Number.
The addresses of any past, and current, locations where you (or will)
practice.
REQUIRED DATA/INFORMATION
ELECTRONIC (SCANNED)
COPIES OF YOUR:
WHERE TO FIND IT
WHERE TO FIND IT
PRINT THIS CHECKLIST
You create your CVusing an online template. A curriculum vitae
provides information on your academic background, degrees,
research, awards, presentations, publications, teaching experience
and other academic achievements.
Your license that you received from your State Licensing Board.
IRS FORM W-9
The cover page showing that you are covered for Malpractice and
Liability insurance.
• Ensure the insurance is not expired.
• Ensure the following information, which we provide, is entered
accurately into your CAQH application:• Carrier: Twin City Fire Insurance Company• Effective Date: 2/31/2017• Expiration Date: 12/31/2018• Policy #: 334EES61200• Occurance: 3,000,000• Aggregate: 3,000,000
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First Steps - Insurance, Credentialing and Contracting, cont.
Go to the Luxottica Doctor Resource Guide under EyeMed and CAQH Credentialing to complete this process.
For MDs (and ODs, if applicable): DEA Certificate (National certificate for prescrib-ing controlled substances only. NPI number is adequate for all other prescriptions.)
For ODs: CDS Certificate (State certificate for prescribing Controlled Dangerous Substances [CDS], not required in every state)
If you are an MD, visit the DEA website to register
https://apps.deadiversion.usdoj.gov/webforms/
If you are an OD, register with the state following their instructions.
ELECTRONIC (SCANNED)
COPIES OF YOUR:WHERE TO FIND IT
continued...
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First Steps - Insurance, Credentialing and Contracting, cont.
EyeMed Contracting
As a doctor at a Luxottica, you’ll see a significant number of patients with EyeMed. Similar to Liability Insurance, becoming contracted with EyeMed is done for you by Luxottica, however, this cannot happen until you are CAQH credentialed.
Action ItemsReview EyeMed and CAQH Credentialing in the Luxottica Doctor Resource Guide
Complete a Form W-9 and turn it into the person your manager designates
Gather supporting documentation for CAQH credentialing (see the checklist on the next page); then, follow the steps in the Luxottica Doctor Resource Guide to start the credentialing process
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First Steps - Insurance, Credentialing and Contracting, cont.
Who to Call CAQH (888) 599-1771
For Credentialing /EyeMed Information Updates Call the EyeMed Customer Care Center at (888) 581-3648
Resources
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Intro to Luxottica University
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Intro to Luxottica University, cont.
All Luxottica employees take courses in Luxottica University or Talent|Luxottica for their growth and development and also to remain in compliance with standards set forth by the company and/or the law. Whether you are an Employed or Independent Affiliated Doctor, you are able to take advantage of the valuable training resources available at no cost to you.
Both of Luxottica’s learning platforms contain online training courses and content that are relevant to your practice and the brand with which you are associated.
Luxottica University is the learning platform for all Luxottica associates with a LUX ID number. This means that doctors who are EMPLOYED by Luxottica should use this platform.
EMPLOYED DOCTORS: HOW TO ACCESS LUXOTTICA UNIVERSITY
1. Make sure you are connected to the Internet (WiFi or LTE, depending on the model)
2. The Luxottica University web clip (shown right) can be found on your iPad. Use your Luxottica ID and Password to log in to the site.
You can also access Luxottica University from a PC with the following link:
https://university.luxottica.com
See the Luxottica University Navigation Guide for more information on some of the features of this online learning platform. (Target Optical shown as an example)
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Intro to Luxottica University, cont.
Who to Call
Resources
• Because many questions can easily be answered by the Store Manager you may wish to ask them for assistance before contacting Luxottica University
• If you need to contact Luxottica University or Talent|Luxottica directly:• Employed Doctors use [email protected]• You can also call (877) 589-8253 (US) for assistance
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Office Set Up
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Office Set Up Overview, cont.
As you get into your new office, you will want to ensure everything is ready for you to practice. If you have practiced as a doctor in another office, you may already have some ideas about what you are looking for and what to expect. If you are new to a Luxottica Retail brand, or to optometry, you may have more questions. Either way, we want to ensure your questions are answered and you feel supported.
It’s important to identify who can help when you have questions. We will recommend who you may want to collaborate with in the remaining steps of your onboarding. We will also provide “Who to Call” information, where applicable.
NEW STORE CONSTRUCTIONIf you are coming into a newly constructed location or a location that is still under construction, you will be working primarily with the Regional Manager and Store Manager through the details. Please refer to the section Your New Office in your Luxottica Doctor Resource Guide for more details.
OFFICE START UP TASKSChecklists are great for ensuring everything gets done before you start seeing patients. The next few pages contain or refer to checklists of tasks you may need to accomplish before you start practicing. These are intended to be guides, and although they are fairly comprehensive, not all steps apply to all brands or roles.
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General Orientation Tasks
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General Orientation Tasks, cont.
Learn more about Luxottica, the culture of the brand you are now affiliated with and your regional norms
Learn more about OneSight opportunities
Review the Luxottica Associate Guide (located in Talent|Luxottica)
Provide acceptable documents to your manager so he or she can complete the I-9 verification process
Complete documentation for Work Opportunity Tax Credit (US Only)
Review attendance, breaks, dress code, locker, scheduling and call-in policy
Review Benefits Summary and Incentives (Daily OD Incentive Chart)
Review incentives that associates receive (Optomap, fields, dilations, annual supply, etc.)
Learn how to log in and use HR Central
Review the AOD or MOD job description
Complete Emergency Evacuation training (30 minutes)
Complete HIPAA e-learning module (US only – 1 hour)
Complete Fraud, Waste and Abuse e-learning module (US only – 30 minutes)
Complete Americans with Disabilities Act (ADA) e-learning module (US only)
Complete Accessibility for Ontarians with Disabilities Act (AODA) e-learning module (Canada only)
Complete Intro to Diversity e-learning module (US only – 30 minutes)
Review Asset Protection poster and 3 Rs of shoplifting prevention
Notice and Acknowledgement of Pay Rate and Payday (California and New York only)
Most of the tasks below apply to both a new Associate OD (AOD) and a Managing OD (MOD). For new MODs, there are additional onboarding tasks to complete as noted below. If you are in a market where many of your colleagues are also being onboarded (for example, many new graduates from a local school of optometry) you may be completing some of these as a group.
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Office Set Up Overview, cont.
Complete California Meal-Rest Break e-learning module (CA only)
Review list of MDs (ophthalmology, specialist, primary care doctors) to which the location commonly refers patients
Receive an overview of eyeNet/CIAO! functions, including how to perform Quick Sales
Use the Equipment/Supply Checklist, found in the Luxottica Doctor Resource Guide, and take an inventory of supplies and materials
Complete Wage and Hour e-learning module (US MODs only – 1 hour)
Complete Workplace Harassment e-learning module (US MODs only – 1 hour. Note: There are two versions of this training, one for CA, ME, and CT, and another for all other states)
MODs Only
NOTES: Enrollment in direct deposit is recommended. Please refer to your Welcome Kit for step-by-step instructions.
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Doctor’s Office Walk-Through
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Doctor’s Office Walk-Through, cont.
STORE WALK-THROUGH TASKSPerform a walk-through with the Store Manager to learn the practical information you need to know as outlined below:
Get introduced to the store associates who are working that day, and learn about each role in the location
Hours of operation
Telephones/intercoms – how they operate
Lighting – how to turn them on/off
Security during hours of operation
After-hours security
Brand policies for after-hours access
Bank deposits – discuss safety precautions
Key control – who keyholders are
Trash – where it’s taken
Mail – how it’s delivered/picked up
Evacuation procedures
Patient accidents – procedures
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Doctor’s Office Walk-Through, cont.
DOCTOR’S OFFICE WALK-THROUGHPerform a walk-through of the doctor’s office with your MOD (or Store Manager, if you are the MOD) to familiarize yourself with the following:
Exam instruments: ask any questions to ensure understanding of instrument or equipment procedures
Take a tour of the contact lens room and review lens inventory, including powers and ranges of trials
Review information for Employed ODs in the Contact Lenses section in the Luxottica Doctor Resource Guide
Ask the Store Manager for a current copy of the Contact Lens Handbook and review its contents (this is a guide to help you manage day-to-day operations involving contact lenses)
Review Medically Necessary Contact Lens information on definition, powers and ranges in the Luxottica Doctor Resource Guide; review ordering procedure with the MOD
Review importance of annual supply and associate incentives
Learn about contact lens rebates
Review exam instrument maintenance procedures
Review the section on Compliance Standards in the Luxottica Doctor Resource Guide and what you should know about patient accessibility and other workplace standards (you already went through each e-learning, but this section provides a good overview that you should review as a reference)
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Exam Instruments (MOD Only)
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The condition of the ophthalmic exam instruments in your practice are a big factor in delivering the best possible patient experience. Equipment downtime can greatly affect the patient experience and your bottom line. Not only does it reduce the number of patients you can see, but equipment repairs, or replacements, can also be costly.
The Exam Equipment section of the Luxottica Doctor Resource Guide contains information about:
• How to troubleshoot exam equipment issues and who to contact for support
• Recommended preventive maintenance practices to reduce issues with instruments
Exam Instruments (MOD Only), cont.
Action ItemsReview the Exam Equipment section of the Luxottica Doctor Resource Guide
Inspect exam instruments to ensure they are working properly
Determine how you will review exam equipment maintenance procedures with your staff
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EQUIPMENT FAILURE OR TECHNICAL SUPPORT
If a problem with an exam instrument exists after checking with the manuals:
1. Collect the following information:
• Note if the office exam room or pretest room
• Type of instrument or equipment
• Make or manufacturer
• Model number
• Serial number
• Brief description of the problem
2. Ask the Store Manager to submit a Store Maintenance service request through Service Channel (a web portal in the retail store’s point of sale system). The Store Manager should select “Doctor Equipment Repairs,” then complete the appropriate fields with your information.
3. Inform the Regional Manager if the instrument is affecting patient flow.
You can also contact Service Channel at (513) 765-3500
Monday through Friday, 8:30am to 5:00pm ET.
IMPORTANT: Be prepared to provide the information above before calling, including steps already taken to attempt to solve the problem.
CLARIFYE™ TECHNICAL SUPPORT
For offices with CLARIFYE™ technology, see the CLARIFYE™ Technical Support section in your Luxottica Doctor Resource Guide for how to resolve issues with Marco/Nidek or ZEISS platforms.
Exam Instruments (MOD Only), cont.
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Goods and Services (MOD Only)
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INVENTORY AND ORDERING SUPPLIESBelow is a checklist that a doctor or staff member can use to ensure a practice has what it need to see patients. Please note the following:
• Some of these items can be ordered through eyeNet or CIAO!, while others you may need to obtain locally
• This is not an all-inclusive list, and there may be additional items you want to complete based on your experience and individual practice needs
• This is not an order form; it’s simply a checklist to help you inventory your supplies
Goods and Services (MOD Only), cont.
Action ItemsWork with the Store Manager and take inventory of supplies, including backup batteries/bulbs for equipment, and order where appropriate
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Goods and Services (MOD Only), cont.
Calculator
Phone
Clipboards
Stapler/Staples/Staple remover
Professional Stationary/Pens/Pencils
Tape/Paper Clips/Post-it Note Pads
Scissors/Hole Punch
White-Out
Ruler
Highlighters
Cash Box
Standard Batteries (not for OD Equipment)
Printer / Copy paper (8.5 x 11)
Uniform for Staff
Name tags for Staff
Brand Specific Rx Forms
Patient Information Forms
Exam Recheck Forms
Contact Lens Recheck Forms
Professional Referral Form
Recall Cards
Rx Form for Pharmacy/Meds
SUPPLY: Front Desk
Patient Forms
INVENTORY
INVENTORY
PRINT THIS CHECKLIST
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Goods and Services (MOD Only), cont.
continued...
Jeter Files
Letters
Name Labels
Annual Stickers
Other Stickers
Hicva Forms
Medicare Forms
Vsp Form
Other Third Party Forms
Bank Deposit Slips
Jeter Supplies, if applicable
Third Party Billing Forms
Credit Card Supplies
INVENTORY
INVENTORY
INVENTORY
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INVENTORY
INVENTORY
INVENTORY
Goods and Services (MOD Only), cont.
continued...
Large and Small Business Envelopes
Large and Small Manila Envelopes
Padded Manila Envelopes
Surface Cleaning Solutions
Glass Cleaning Solution
Cleaning Cloths
Near Visual Acuity Cards
Chinrest Tissues
Printer paper (Roll) for Instruments (AR, Perimeter, etc.)
Film for Retinal Cameras
Alcohol Wipes
Bulbs for All Instruments
Fuses for All Instruments
Batteries for OD Equipment
Dust Covers
Color Tests
Stereo Tests
Occluders
Rotocharts
Blower Brushes
Kleenex
Blood Pressure Instrument
Snellen / Near Vision Chart
Eye Patches
Eye Glass Cleaner
Envelopes
General Cleaning Supplies
Tech Rooms
INVENTORY
INVENTORY
INVENTORY
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Goods and Services (MOD Only), cont.
continued...
CL Cases (Plain, Flat Packs, Designer Cases, GP Cases)
Mirrors, Rx Job Trays, Tweezers
Dust Covers
Starter Kits (AO Sept, RENU, Optifree, Boston, etc.)
Solutions for IR (Saline, Cleaners, Disinfection)
Kleenex/Paper Towels
CL bags for Supplies (Large and Small)
Vial caps/Crimper
Sample Drops (Re-wetting, etc.)
CL Order Forms
CL Patient Information Forms
CL Inventory Form
Modification Unit and Tools
CL Polish
CL Removers
Trial Lens Sterilization Unit
Contact Lens Room INVENTORY
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INVENTORY
Goods and Services (MOD Only), cont.
continued...
Diagnostic Drugs – Diagnostic/Therapeutic
Anterior Eye Treatment Instruments
Volk Lenses – 20D
Volk Lenses – 78D or 90D
Bulbs for All Instruments
Fuses for All Instruments
Batteries for OD Equipment
WA Hand Instruments / Chargers
Penlights
Goldman Tips
Dust Covers
Trial Frames
Snellen / Near Vision Charts
Gloves
Alcohol Pads
Kleenex/Q-tips
Samples Drops (Dry Eye, etc.)
Dilation Glasses
Fluorescein Strips
Eye Wash
Emergency Kit (CPR)
Sharps Container
Hazardous Waste Container
Exam Rooms INVENTORY
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Goods and Services (MOD Only), cont.
continued...
Light Bulbs
Garbage Bags
Breath Mints
Miscellaneous Supplies INVENTORY
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INVENTORY
Contact Lenses(MOD Only)
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Contact Lenses (MOD Only), cont.
Luxottica believes in the value of contact lens patients. For you, we know they are important based on the frequency in which they need to schedule an eye-exam, and for retail, their propensity to purchase eyeglasses and sunglasses from us at a similar frequency of an eyeglass-only wearer. When coupling the highest quality of care with the convenient product purchase and shipping options available to them, we have the opportunity to provide them with an unmatched patient experience.
As an Employed Doctor, you fit and prescribe the contact lenses and receive the revenue for those exams. Although the retail store is responsible for selling contact lenses, you, as a doctor, are responsible for the medical decisions regarding the appropriate contact lens to fit/prescribe for your patients based on their needs. The Luxottica Contact Lens Team is responsible for securing accounts with the major vendors. An individual credit application is not necessary. Luxottica has accounts with major contact lens vendors. Even with preferred vendors, you, as a doctor, should fit the right lens that meets the patient’s needs. If, in your medical decision, the patient should be fit with a lens only available through a vendor which we do not have an account, ask the Regional Manager to contact the Contact Lens Team to consider establishing an account with this vendor.
NOTE: For setting up an account for Medically Necessary Contact Lenses, please see the section in your Luxottica Doctor Resource Guide dedicated to this topic. This will require separate set up that you will need to complete directly with each vendor.
You will receive notification of all contact lens retail strategies to be implemented by the brand and have access to communications and promotional programs secured by the Luxottica Contact Lens Team.
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Contact Lenses (MOD Only), cont.
Action ItemsReview information for your affiliation arrangement in the Contact Lenses section of the Luxottica Doctor Resource Guide
Take a tour of the contact lens room and review lens inventory, including powers and ranges of trials
Ask your Store Manager for a current copy of the Contact Lens Handbook and review its contents; this is a guide to help you manage day-to-day operations involving contact lenses
Contact Specialty Lens Manufacturers directly to set up an account if needed (accounts with J&J, Alcon, CooperVision, and B&L) have already been set up for you
Review information on how to replenish trial contact lenses in the Contact Lens section of the Luxottica Doctor Resource Guide
Secure Contact Lens Rebate materials needed through your account representative
Review information on Medically Necessary Contact Lenses in the Luxottica Doctor Resource Guide
Set up your account with any Medically Necessary Contact Lens vendors if applicable
Identify contact information for contact lens vendors in the Contact Lens section of the Luxottica Doctor Resource Guide; arrange time to meet reps (reps may ask to meet AODs as well)
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Patient Accessibility and Other Compliance Standards
(MOD Only)
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Patient Accessibility and Other Compliance Standards, cont.
Luxottica is committed to providing access to quality vision care and eyewear by meeting the diverse needs of all our patients and customers. We’re passionate about treating everyone with respect, care, dignity and compassion. This includes being flexible about the best ways to serve people with disabilities who may need special assistance to get an eye exam or shop for eyewear. When asked if we can accommodate a patient’s or customer’s special needs, the answer should always be, “Yes, we can help you!”
It’s important that we provide access to anyone who needs an eye health and wellness exam. Each practice must have the appropriate equipment and resources to accommodate the diversity of patients that you will encounter. There are also policies regarding privacy of heath records, safety, workplace ethics and other important topics that you and your staff should be trained on. These courses may have been completed during your orientation.
Action ItemsReview the Patient Accessibility and Other Compliance Standards section of the Luxottica Doctor Resource Guide
Ensure there is at least one chair mover in your exam lanes; if you do not have a chair mover in your practice, or need a chair mover relocated from one exam room to another, initiate a Service Maintenance Request
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Resources
Patient Accessibility and Other Compliance Standards, cont.
Who to Call If you need additional support to determine how to assist patients and patients with special needs, call Luxottica’s Accessibility Hotline at (800) 215-2020. You’ll receive immediate assistance on how best to support your specific customer request.
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patient connections
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Patient Connections Overview, cont.
Luxottica Retail brands are committed to assisting you reach your exam count goals by supporting your efforts to attract and retain patients. In today’s marketplace, you, as the “CEO of Your Practice,” are focused on differentiating your office in the sea of optometrist choices available to consumers. Using a practice website, social media, online appointments and local marketing all help to create patient touchpoints between visits. While in your practice, you can deliver the very best experience for your patients by focusing on a few key concepts that patients have asked for.
This part of your onboarding covers several key areas that support the patient connection:
• Net Promoter Score (NPS)
• The Appointment Book (TAB)
• Local doctor marketing
• The brand’s eye care experience
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Net Promoter Score (NPS)
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NPS, cont.
Net Promoter Score (NPS) is a universal way to measure customer and patient satisfaction. Businesses from around the world use it to get feedback on customer experience.
The Net Promoter Score is calculated based on responses to the question, “Thinking about your last experience at [Store/Brand], how likely are you to recommend [Store/Brand] to a friend or family member?” The question is based on a scale of 0 to 10.
• Those who respond with a 9 or 10 are called promoters
• Those who respond with a 7 or 8 are called passives
• Those who respond with a 0 through 6 are called detractors
For doctors, the question is, “Based on your experience, how likely is it you’ll recommend the doctor who performed the exam to a friend or family member?”
The goal is to improve NPS by increasing promoters and decreasing detractors. NPS is calculated by subtracting the percentage of customers/patients who are detractors from the percentage who are promoters.
For example:
• A practice with 60% promoters and 40% detractors = NPS score of 20 (60 – 40)
• A practice with 50% promoters, 30% passives, and 20% detractors = NPS score of 30 (50 – 20)
• A practice with 40% promoters and 60% passives, with no detractors = NPS score of 40 (40 – 0)
• A practice with 30% promoters, 20% passives and 50% detractors = NPS score of -20 (30-50); it is possible to have a negative NPS score
Action ItemsReview the Net Promoter Score section of the Luxottica Doctor Resource Guide for additional information on this measurement and how to obtain it for your practice
Discuss Net Promoter Score with your Regional Manager and ways to improve this important measurement in your own practice
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The Appointment Book (TAB)
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TAB, cont.
The Appointment Book (TAB) is a web-based appointment scheduler that facilitates online patient scheduling and includes a patient recall system. TAB can be accessed from any Internet connection. TAB also interacts with each Luxottica Retail brand consumer website for eye exam scheduling, while maintaining patient data security. The patient information that is entered into TAB is owned by the doctor and is held securely on third-party servers, while all access is password protected and defined by role-based user permissions.
Some benefits of participating in this program include:
• Easy to use
• Customized scheduling options
• Accessible anywhere via the Internet
• Patient recall support
• Online patient scheduling
• Reporting statistics
• Secure patient data
• Interfaces with several practice management/EHR software programs
To enroll: If you have not already received documents to enroll in TAB, contact TAB Operations at (877) 720-9119 or email TAB at [email protected].
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TAB, cont.
The Appointment Book section of the Luxottica Doctor Resource Guide is a complete training guide that covers:
• Setting up TAB for your practice (verifying doctors, days that you are open and office hours; an employed doctor office will not need to do this)
• Setting up administrative features and office preferences (MOD only)
• Setting up your Doctor Bios (this tells patients who search for you online all about you and other doctors in your practice, where you’re located, and the valuable services that you provide
• How to schedule patient appointments
• How automated communication channels (postcards, email, text messaging and auto phone calls) work and what to expect
• How Ratings & Reviews support your patient connection
• Reporting that provides the highest return on your time and investment in analyzing your office
• How to effectively use TAB
To support these topics a complete training curriculum is provided in The Appointment Book section of the Luxottica Doctor Resource Guide. There are also links to supporting training documents and video tutorials to help you learn TAB.
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TAB, cont.
Action ItemsReview The Appointment Book section in your Luxottica Doctor Resource Guide to get a sense of the content
Print out a copy of the training curriculum found in the TAB section
Set up your Doctor Bio
Practice scheduling appointments on the “Test Drive” website (details below)
Schedule time with an experienced TAB coach to review key principles of TAB and how to use it effectively; work with the person who is managing your onboarding to select the right TAB coach for you
Follow the instructions to set up TAB for your practice, administrative features and office preferences
Ensure Doctor Bios are set up for all doctors in your practice
MODs Only
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Resources
To access the TAB test site…
• Go to: https://test.eppointmentsplus.com/recalltest/action/welcome
• User ID: store0000 (the word “store” followed by four zeros)
• Password: recall05 (the word “recall” followed by a zero and a five)
NOTE: Do not change the password for this site.
To access the help tutorials and documents, click the word “Help” at the bottom of the screen. The Help link is available on all pages at the bottom of the screen.
For help with accessing the help tutorials or the test site, contact the TAB Support Center:
Phone: (877) 720-9119, Option 4
Hours: 8:30am – 5:00pm EST
TAB, cont.
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The Brand’s Eye Care Experience
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The Brand’s Eye Care Experience, cont.
Research has confirmed what many practitioners already know…there are key concepts and principles that build practice differentiation and take an eye exam to the “experience” level.
Starting appointments on-time: Patients are telling us they are time-pressed and expect to be seen promptly. We are also looking at ways to engage patients while they are waiting to see their eye doctor.
Quality care delivered with the best technology: Technology that helps the patient understand their vision care needs (through images, etc.). Whether you have CLARIFYE™ (at LensCrafters), OCT, Optomap or other retinal imaging technology, it is important to help patients understand how that technology is improving their eye care experience.
Patients don’t always understand all that is going during pretest and in the lane: It is therefore important that doctors and staff remember to Think Out Loud during all phases of the exam for greater visibility to their overall health & wellness.
Help patients to understand the link between annual eye exams and their over-all well-being: Even for healthy patients with great eyes, remind them to continue healthy habits and to protect their eyes from the sun outdoors, and educate them on ways to minimize damage from blue light from their digital devices.
To be able to ask questions – especially if you can sense they are anxious, review the lifestyle form and start the conversation: Ask “What questions do you have for me?”
Patients are coming to us for our expertise: Don’t be afraid to talk to them about the lens solutions you, their doctor, feel best solve their vision needs; then prescribe with confidence. Sharing the prescription with an optical associate helps ensure your prescriptions are being filled as written. This is not selling! It is just good patient care.
In addition to the common principles just mentioned, LensCrafters, LensCrafters at Macys, Pearle Vision, Sears Optical and Target Optical have their own “signature” eye exam that takes into account:
• Brand marketing
• Patient demographics
• Technology found in certain brands
It’s time for you to experience the entire process as a patient in your brand. If it hasn’t already been arranged, ask your Regional Manager to arrange a visit to a practice where you can see the brand’s own eye care experience in action as a patient. This could be your OD Mentor’s practice or another that the Regional Manager designates.
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Action ItemsArrange to observe the brand’s Total Store Eye Care Experience as a patient and customer in the retail part of the store
• Learn the behaviors associated with the exam experience
• Learn the importance of transitioning
• Learn about AccuFit
Gain perspective from the person managing your onboarding, or a fellow col-league, on what they find successful in their practice and any tips they may be able to share with you
Request to be connected to a licensed or certified optician to learn about lens products that are available, expectations for eyewear delivery and any remake prevention initiatives to prevent unnecessary rechecks
Arrange for CLARIFYE™ training (if applicable), including any e-learning and on-site training (See the CLARIFYE™ section of the Luxottica Doctor Resource Guide for training curricula)
MODs Only
The Brand’s Eye Care Experience, cont.
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Local Doctor Marketing (MOD Only)
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Local Doctor Marketing, cont.
Marketing practices affect the number and type of patients coming into your practice. One of the benefits of working with Luxottica Retail is free and powerful marketing that is designed to attract patients. Of course, you can initiate your own marketing strategies in your community through grassroots efforts so that people in your area come to appreciate the valuable services that you and your practice provide.
In some cases, Luxottica will do the marketing on your behalf, mostly because the combined scale of retail brands drives efficiency when executed through a single contract (CRM, Ratings & Reviews). You should take advantage of these marketing programs to reap the benefits of affiliating with a nationally recognized brand. Other marketing efforts will be provided to you for you to execute on your own and in your local market.
Our objectives with doctor marketing are:
• Elevate the perception of our doctors by celebrating the quality of care by the doctors and, in some cases, the tools and technology that can help facilitate that quality of care delivered by the doctor
• Increase your visibility during the moments people are looking to schedule an eye exam
• Be top of mind for contact lens needs
• Increase eye exams (via patient acquisition and retention)
There are four types of marketing support that, whether provided by Luxottica or performed by you, will help you drive your business:
• Industry/category marketing
• National marketing campaigns
• Local marketing programs
• Grassroots marketing
This Local Doctor Marketing section of the Luxottica Doctor Resource Guide details the types of marketing Luxottica and you will use to achieve your business goals, the marketing resources available to you.
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Local Doctor Marketing, cont.
Action ItemsReview Local Doctor Marketing section of the Luxottica Doctor Resource Guide
If your brand offers social media programs, view and select your participation status in TAB (instructions in the Luxottica Doctor Resource Guide)
Determine what grassroots marketing strategies you want to employ in your local market
(LensCrafters and Target) Log on to the OD Marketing Toolkit to learn how to leverage the development of customizable tools that you can use to drive exams in your local market
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Operational Excellence
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Operational Excellence Overview, cont.
A key aspect of running your own practice as an Employed Doctor is to establish standards for operational excellence. Whether you are an Associate OD or a Managing OD, you play a role in the overall success of the doctor and retail business.
There are numerous ways to measure the success of a practice. Your brand will have Key Performance Indicators (KPI) to monitor how you are doing as a total store in serving your customers and patients. Some examples are Exam Index, Average $ per Patient, Contact Lens %, etc.
Weekly associate meetings, sometimes called “huddles,” are important to keep everyone focused on patient care and business results.
.
WITH YOUR MANAGING OD OR STORE MANAGER
• Review some of the reports that will allow you to become more strategic about your business (If you are an Associate OD, schedule time with your MOD)
• Review the Key Performance Indicators (KPI) and how the store and doctor’s office achieves success in meeting these together
• At a Regional level, understand what the “norms” are for your market
• Review the top insurance plans that are accepted in your store
• Learn expectations for how ODs are scheduled to practice in one or more offices
• Learn how you should participate in weekly meetings
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Operational Excellence(MOD Only)
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Operational Excellence (MOD Only), cont.
In an optometric practice, the doctor can take on several roles:
• Clinician: using your expertise and technology to provide the best eye and health care to each of your patients
• Manager: focusing on systems, people, the practice environment, instrumentation and short-term results (the tactical part of running a business)
• Entrepreneur, CEO of your practice: being the visionary leader who imagines the vision for the practice, establishes long-term goals and enables others to achieve them
According to the Management and Business Academy™, “optometric practice owners devote 84% of their time to the technical work of patient care and just 16% to all other duties.” As an MOD, this part of onboarding will focus on the Manager and Entrepreneur roles that you play. Getting acquainted with the Regional Manager and Store Manager will go a long way toward effectively running both businesses. Take some time out with these partners to do the following:
• Share your background, why you became a doctor, what excites you about practicing
• Share your communication preferences and how you like to be recognized and engaged
• Learn about the brand’s culture you are affiliated with
• Learn about the cultural norms in the Regional Manager’s region, how doctors communicate with each other, etc.
• What are some of the norms for certain metrics in the region?
• Anything on your Onboarding Plan that you have questions about
• Ask what you can expect from the Regional Manager and Store Manager and share what they can expect from you
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Action ItemsLearn how to pull reports in eyeNet/CIAO!
Learn how access the Operational and NPS Dashboards
Learn when weekly conference calls are held and ensure you are included on daily emails
Meet with your Regional and Store Managers to build your relationship and learn about each other’s preferences
Determine topics to review with Store Manager and Regional Manager during business meetings and/or store visits
Ask your OD Mentor for best practices on how they analyze their business. What do they know now that they wish they knew when they were new?
Sublease Administration, cont.
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Practice Development
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Office and Staff Development: Luxottica University
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Practice Development: Talent|Luxottica, cont.
A key aspect of practice development is training your staff. We assist you by offering online learning through Luxottica’s Online Learning Management System, Luxottica University. Here you will find training and development programs that are relevant to the brand with which you are associated.
As an Employed Doctors you will use your LUX ID number and establish a password to log in to Luxottica University.
1. Make sure you are connected to the Internet (WiFi or LTE, depending on the
model)
2. The Luxottica University web clip (shown right) can be found on your iPad. Use
your Luxottica ID and Password to log in to the site.
You can also access Luxottica University from a PC with the following link:
https://university.luxottica.com
Action ItemsLog into Luxottica University and review the course offerings in the catalog
Add any courses you wish to take to your Learning Plan
MODs: Recommend specific courses to your staff
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Who to Call For questions or help with Talent|Luxottica, please follow the procedure below:
Because many questions can easily be answered by the Store Man-ager, you may wish to ask them for assistance before emailing Luxottica University.
If you need to contact Luxottica University directly, Employed Doctors should email [email protected].
Practice Development: Talent|Luxottica, cont.
Resources
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Office and Staff Development: Lifestyle Prescribing
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Practice Development: Lifestyle Prescribing, cont.
The Lifestyle Prescribing Initiative is a collaborative effort between LensCrafters and Johnson & Johnson Vision Care, Inc. to enhance patient communication and grow the contact lens category. Our goal is to support LensCrafters ODs with tools that provide an optimal patient experience to identify dual wearers and offer total vision solutions via lifestyle-based prescribing. Whether it’s identifying a patient’s vision profile, prescribing the right lens for their lifestyle or scheduling proactive follow-ups, we want to put your practice in the best position to win with patients.
HOW LIFESTYLE PRESCRIBING BENEFITS YOUR PRACTICEContact Lens patients might be one of your practice’s most overlooked resources. Despite a changing regulatory landscape, contact lens patients remain a market full of potential: 44 percent of vision patients have shown interest in contact lenses, yet only 24 percent wear them.
Bridging this gap between awareness and adoption is a major opportunity for your practice, both from a customer experience and financially. In fact, over a five-year period at LensCrafters, contact lens patients produce $2,700 more in net sales when compared to glasses wearers. Effective patient communication and a personalized lifestyle prescribing approach with complete vision care solution can positively impact your customer experience and increase your NPS scores.
WHAT YOU WILL LEARNTraining is divided into three sections:
• Professional Communication Training & DISC Profile Assessment
• Identifying Patient Needs & Personalized Vision Care Solutions
• Pulling It All Together: Tools and Best Practices
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Practice Development: Lifestyle Prescribing, cont.
GOALS & OBJECTIVES
Professional Communication Training (DISC)
Identifying Patient Needs & Personalized Vision Care Solutions
Putting it All Together: Tools and Best Practices
TOOLS & EXECUTIONAL ELEMENTS
Enhancing practice effectiveness through
improved communication
Understand, respect, appreciate and value in-dividual differences in communication style and
preference to enhance patient interactions.
DISC Behavioral Communication
Workshop
More about DISC
Learn how to differentiate your practice through
identifying patient needs and using lifestyle prescribing
Program focuses on identifying patient needs and personalized comprehensive vision care solutions to their lifestyle. Provides tools and
resources to bridge the gap between awareness and adoption of CL to increase
profitability through enhanced patient experience.
Training led by trained LensCrafter’s doctors
Presentation Title: Lifestyle Prescribing: Vision Care Solutions
Based on Patient Need
Handbook Title: Seeing your Patient Clearly
Develop strategies for working together and
applying Lifestyle principles to increase team effectiveness
and efficiency
Keep the importance of identifying patient’s needs top of mind for both Retail Staff and ODs
Ensure uniform communication with patients around key areas personalized for their needs.
Set patients’ expectations
Provide relevant examples, simulations and best practices on how to activate program in store
Training led by LensCrafter’s affiliated PAC doctors
Retail Staff Thought Starter & Product Matrix
Provide questions retail staff can ask that would help uncover needs or
interest in contact lenses.
Patient Take-Home Tool Used in the hand off between OD
and retail staff/technician to ensure consistent communication and sets
patients expectations
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Practice Development: Lifestyle Prescribing, cont.
WHEN AND HOW YOU CAN PARTICIPATE Beginning six months after you join LensCrafters, Lifestyle Prescribing will be introduced as one component of your continuous development training. You will progress through a series of multimedia meetings and presentations in-person and/or remotely designed to bring you along the path from communication to personalized service through implementation.
An invitation to the training events will be coordinated by the corporate office, your Senior Eye Care Director, and extended through Johnson & Johnson Vision Care.
We are currently working on a plan to bring this program to other Luxottica brands and will integrate into onboarding once program has been finalized.
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Practice Development: Lifestyle Prescribing, cont.
We wish you much success in your continuing career with Luxottica! If you have comments or sug-gestions on improving this material or your onboarding experience, please email [email protected].