INDEPENDENT AFFILIATED NAVIGATION GUIDE€¦ · Welcome! This Doctor Onboarding Navigation Guide is...

ONBOARDINGDoctor

NAVIGATION GUIDEINDEPENDENT AFFILIATED

S P R I N G / S U M M E R 2 0 1 8

2Spring/Summer18© 2017-18 Luxottica

Table of Contents

Using this Guide

Welcome to Luxottica

OneSight

Preboarding

Your Onboarding Plan

First Steps: Insurance, Credentialing and Contracting

Doctors at Luxottica

Intro to Talent|Luxottica

Office Set Up

Walking through the Office and Retail Store

Exam Instruments

Technology, Goods and Services

Electronic Health Records (EHR)

Contact Lenses

Patient Accessability and other Compliance Standards

Patient Connections

Net Promoter Score (NPS)

The Appointment Book (TAB)

Local Doctor Marketing

The Brand’s Eye Care Experience

3 Spring/Summer18© 2017-18 Luxottica

Operational Excellence

Sublease Administration

In Person Meeting with Regional Manager and Store Manager, Part One

In Person Meeting with Regional Manager and Store Manager, Part Two

Practice Development

Office and Staff Development: Talent|Luxottica

Office and Staff Development: Lifestyle Prescribing

If you have comments or suggestions on improving this material, or your onboarding experience, please email [email protected].

mailto:[email protected]


Using This Guide

Welcome! This Doctor Onboarding Navigation Guide is designed to help you feel confident and com-fortable as a new Independent Affiliated 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 pa-tients.

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 a doctor at Luxottica.

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


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 Inde-

pendent Affiliated 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 Independent Affiliated Doctor with Luxottica and providing valuable information as to your online identity, accessing the Doctors at Luxottica (DAL) website, and more. The SECD and RM have also been notified of your activated status and may have already contacted you to provide guidance through the onboarding process.

CUSTOMIZE YOUR ONBOARDING PLAN

It’s likely that some of your circumstances may be different than that of other Independent Affiliated Doctors during the onboarding experience. For example:

• Your location could be:• A newly opened/constructed location• Already existing with all patient records from the previous doctor• Already existing but may not have patient records

• Your experience level may be:• An Associate Doctor • Having many years of private or other corporate practice• Newly graduated from an optometry school• Affiliated with another Luxottica brand

These and other factors should be taken into consideration so you can customize your onboarding plan accordingly. Your Senior Eye Care Director (SECD) and Regional Manager (RM) will help clarify the right path for your planning purposes.

Action ItemsPrint a copy of your onboarding plan (next few pages)

Review this plan with your Senior Eye Care Director and Regional Manager to customize this plan to your own circumstances


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 en-sure 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

https://acrobat.adobe.com/us/en/acrobat/mobile-app.html

https://acrobat.adobe.com/us/en/acrobat/mobile-app/android.html

https://itunes.apple.com/us/app/dropbox/id327630330?mt=8

https://www.dropbox.com/android


WELCOME TO LUXOTTICA.

DOCTOR ONBOARDING

DOCTOR ONBOARDING

DOCTOR ONBOARDINGWE’RE GLAD YOU ARE HERE.

Who We Are

Ophthalmic Brands

Eyewear Brands


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 affiliate, 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

See OneSight’s Impact (2:30)

Meet Dr. Dana Kindberg (4:04)

Stories of Change: PDF

https://www.youtube.com/watch?v=AFMajvKUxh4

https://www.youtube.com/watch?v=AFMajvKUxh4

https://www.youtube.com/watch?v=KI_KHLMxUR0

https://www.youtube.com/watch?v=KI_KHLMxUR0

https://www.dropbox.com/s/71c2wesn7iaqltg/OneSight_StoriesOfLivesChanged.pdf?dl=0


preboarding


Please print this checklist and have it available when discussing your onboarding plan with your Senior Eye Care Director and Regional Manager. Some of the items may not need to be complet-ed depending on your circumstances. Be sure to agree on dates that your Regional Manager and/or OD Mentor can be available to guide you through some of these steps.

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.

Your Onboarding Plan

Print this checklist

Review onboarding plan with SECD and Regional Manager(s)

Review Doctor Liability Insurance in the Luxottica Doctor Resource Guide/Purchase Liability Insurance (required prior to practicing)

Review EyeMed and CAQH Credentialing in the Luxottica Doctor Resource Guide

Gather supporting documentation required for CAQH credentialing

Complete W-9 and Application for EyeMed

Review Assignment in the Luxottica Doctor Resource Guide

For Pearle, Sears Optical and Target Optical: the Assignment depart-ment will automatically contract with carriers that delegate credentialing; you should contract with other insurance car-riers who do not delegate credentialing (VBA, BCBS, etc)

For LensCrafters and LensCrafters@Macys: contract with appropriate insurance carriers outside of EyeMed

Log in to the Doctor’s website

Enroll / Log in to Talent|Luxottica

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.

PRINT THIS CHECKLIST

https://www.dropbox.com/s/mg2v1gvrhkf565b/Luxottica%20Doctor%20Resource%20Guide.pdf?dl=0


Your Onboarding Plan, cont.

Hire staff

Discuss starting a business with an attorney and/or CPA

Go to SCORE to discuss starting a small business

Visit the IRS online for information on Small Businesses and Self-Employed

Open a checking account

Apply for a State Tax ID number (if applicable)

Apply for a Sales Tax number (if applicable)

Check with your Town or City Clerk for implications with starting a new business (you may need to have an occupational license or other business license)

Check with the State Board of Optometry for state requirement. Inform them of the location you are practicing at, if you need a branch license, verification of your floor plan, minimum equipment requirements, hours of operation, etc.

Contact the Small Business Administration for business advice

Set up payroll and a bookkeeping system

Review Exam Instruments in the Luxottica Doctor Resource Guide

Inspect exam instruments to ensure they are working properly

Review exam instrument maintenance procedures with staff

Review OD Practice Marketplace information in the Luxottica Doctor Resource Guide

Go to the OD Practice Marketplace and explore preferred vendors and discounts

Review Internet and Phones in the Luxottica Doctor Resource Guide

Ensure your phone lines are working properly

Ensure your office network is functioning properly

Review Goods and Services in the Luxottica Doctor Resource Guide, including “Who Pays for What”

MENTOR DATETOPIC

OFFICE SET UP

http://www.score.org

https://www.irs.gov/businesses/small-businesses-self-employed

https://www.irs.gov/businesses/small-businesses-self-employed

https://www.dropbox.com/s/y5m7su26990cwk8/LUX%20Marketplace%20Catalog%20Spring%2007.pdf?dl=0

https://www.dropbox.com/s/x817mbseh26ndc3/Sec06%20LUX_Marketplace_Catalog.pdf?dl=0



MENTOR DATETOPIC

OFFICE SET UP

Take inventory of supplies and order where appropriate

Order Rx pads

Order business cards

Arrange for credit card merchant services (see the OD Practice Marketplace)

Review Electronic Health Records (EHR) in the Luxottica Doctor Resource Guide

Discuss and investigate preferred EHR vendors (if applicable)

Perform a speed test of your Internet service (if considering a new EHR)

(All ODs) Review information for your affiliation arrangement in the Contact Lenses in the Luxottica Doctor Resource Guide

(ODs selling contact lenses) Establish your initial accounts and billing set up with manufacturers or distributors

(ODs selling contact lenses) Contact each manufacturer customer service group to secure your local account representative account information

(ODs selling contact lenses) Place initial orders with the manu-facturers for contact lens trial kits based on your office needs

(ODs selling contact lenses) Set up contact lens solution starter kit replenishment through each of the contact lens solution vendor(s) you choose

(ODs selling contact lenses) Request any additional product and fitting information through manufacturers

(ODs not selling contact lenses) 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

(ODs not selling 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)





MENTOR DATETOPIC

OFFICE SET UP

(ODs not selling contact lenses) Review how to replenish contact lens trials

(ODs not selling contact lenses) Review section on Medically Necessary Contact Lenses in Luxottica Doctor Resource Guide.

(ODs not selling contact lenses) Set up your account with any Medically Necessary Contact Lens vendors if applicable

(All ODs) Secure contact lens rebate materials needed through your account representative

Review the section on Compliance Standards in the Luxottica Doctor Resource Guide and what you should know about patient accessibility and other workplace standards

Ensure at least one operational exam lane has a chair mover

Determine if you, or your staff, will take other compliance training available in Talent|Luxottica

Review The Appointment Book (TAB) in Luxottica Doctor Resource Guide

Print out a copy of the training curriculum found in the TAB section

Follow the instructions to set up TAB for your practice, administrative features and office preferences

Set up Doctor Bios for all doctors in your practice

Practice scheduling appointments on the “Test Drive” website

Set up your automated communication channels, noting the detailed instructions for setting up auto phone calls

Schedule time with your OD Mentor, or with your Regional Manager on your walkthrough, to review key principles of TAB and how to use it effectively; if your OD Mentor is willing, request to review their own working version of TAB with you

MENTOR DATETOPIC

PATIENT CONNETIONS



Review Net Promoter Score in the Luxottica Doctor Resource Guide

Review Local Doctor Marketing in Luxottica Doctor Resource Guide

Check to ensure your practice information is accurate in TAB and ThinkAboutYourEyes.com

If your brand offers social media programs, view and select your participation status in TAB

Enroll in Ratings and Reviews by contacting your SECD or by opting into the program in TAB

Leverage TAB to automatically communicate with your patients about their Next Eye Exam

Ensure the Store Manager is transferring any OD Visual Merchandising to you when they receive materials

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

Contact the Regional Manager and request to visit your OD Mentor to observe the brand’s Eye Care Experience as a patient

Gain perspective from your 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

MENTOR DATETOPIC

PATIENT CONNECTIONS

http://www.odmarketingtoolkit.com



Review Rent Payment Sublease Administration section of the Luxottica Doctor Resource Guide

Set up Direct Payment Plan

Review Revenue Reporting in Sublease Administration section of the Luxottica Doctor Resource Guide (LensCrafters US only)

Review Patient Data Disposition procedure in Sublease Administration section of the Luxottica Doctor Resource Guide

Prior to meeting, list any questions you have on topics related to practicing optometry such as ancillary services, contact lens modalities, full scope practice, etc. and contact your SECD to review

Prior to meeting, list any topics you want to ask the Regional Manager that relate to your business or the retail store

MENTOR

MENTOR

DATE

DATE

TOPIC

TOPIC

OPERATIONAL EXCELLENCE

Two-part in-person meeting with Regional Manager and Store Manager



Perform a walk-through of the office and retail space 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 your office with the Regional 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 more about Luxottica, the culture of the brand you are affiliated with and your regional norms from the Regional Manager

Share your vision for the practice, short- and long-term goals with the Regional Manager and Store Manager so they can support you

Learn more about OneSight opportunities from the Regional Manager

Survey doctors in the area to determine competitive fee structure (most patients make decisions online…survey the top two or three optometrists near you on Google)

Discuss Net Promoter Score and ways to improve it

Discuss Local Doctor Marketing initiatives you may be interested in

Agree on a routine for touchbases with the Store Manager and Regional Manager; we recommend a weekly touchbase with the Store Manager and a monthly business meeting with the Store Manager and/or Regional Manager

MENTORTOPIC

PART ONE - In the Office

PART TWO - Off Site



Establish a routine of weekly touchbases with your Store Manager (voluntary but highly recommended)

After practicing 30 days, plan a time to meet with your Regional Manager (voluntary but highly recommended)

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 and any needs you have for support (voluntary but highly recommended)

If your brand is participating, plan on receiving Lifestyle Prescribing training after approximately six months in your practice; your SECD will coordinate this with you

MENTORTOPIC

DAY ONE: Practice Development



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.


Doctor HotlineDoctor Hotline Number: (800) 215-2020Doctor Hotline Email: [email protected]

Call this number or send an e-mail for assistance with:• Re-setting your DAL password or accessing DAL (sublease only)• General questions about content you see on DAL• ADA access information• Other general questions about resources

Email [email protected] with comments or suggestions on improving this material or your onboarding experience.


Resources

mailto:luxdocs%40luxotticalRetail.com?subject=



FIRST STEPS Insurance, Credentialing

and Contracting


NOTE: MAKE SURE THESE PROCESSES ARE STARTED BEFORE GOING FURTHER

First Steps - Insurance, Credentialing and Contracting, cont.

There are several processes you’ll want to get started immediately (some ODs may start these even before affiliating with Luxottica Retail):

• Purchase Doctor Liability Insurance

• Begin the credentialing process with CAQH

• Apply for EyeMed contracting

Liability Insurance

Your sublease agreement outlines specific insurance requirements. You may have already procured liability insurance for yourself, and if so, terrific!

While you are welcome to purchase your insurance from the insurance broker of your choice, we have taken some of the legwork out of purchasing insurance coverage for your practice by identifying two brokers in the United States, and one in Canada, who have customized insurance coverage to meet the exact insurance coverage required in your sublease agreement. All of the bro-kers are up-to-speed on the insurance requirements in your sublease agreement. If you have not yet purchased your insurance, or when your current insurance comes up for renewal, we invite you to check out our arrangement with these brokers through the OD Practice Marketplace.

NOTE: You’ll need the cover sheet from your insurance plan when you start the credentialing process with CAQH.




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 patients 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.


Doctors at Luxottica, 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 Iden-tifier (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)

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) prac-

tice.

You create using 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 fields in the application match the

insurance cover page:

• Policy number

• Effective date

• Expiration date

• Insurance Carrier

If applicable.

REQUIRED DATA/INFORMATION

ELECTRONIC (SCANNED)

COPIES OF YOUR:

WHERE TO FIND IT

WHERE TO FIND IT


http://proview.caqh.org/pr

https://www.irs.gov/pub/irs-pdf/fw9.pdf


Doctors at Luxottica, 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...

http://apps.deadiversion.usdoj.gov/webforms/



EyeMed Contracting

As a doctor at a Luxottica, you’ll see a significant number of patients with EyeMed. To begin con-tracting with EyeMed, you’ll need a completed EyeMed application and W-9 form. You can start the application process right away, but cannot complete it until you are CAQH credentialed. Step-by-step instructions on this process and other important information about Ey-eMed are found in the Luxottica Doctor Resource Guide under EyeMed and CAQH Credentialing.

Assignment (Pearle Vision, Sears Optical and Target Optical only)

The Assignment department enables patients with non-EyeMed insurance to use their benefits at Luxottica-affiliated doctor and retail locations. The Assignment department manages this process to make it easier for you to accept non-EyeMed benefits and process non-EyeMed claims.

The Difference Between EyeMed and Assignment

EyeMed:

• A Managed Vision Care company fully owned by Luxottica

• Plan benefits and member information accessible through the EyeMed website

Assignment

• Luxottica has either contracted with these companies to accept their vision care plans in our locations or established a process to submit out-of-network claims on behalf of the member

• Benefits are owned and administered by other vision care companies

• Each has a different process for obtaining benefit information and authorizations

• Requires manual entry of member information into the claim



Action ItemsReview Doctor Liability Insurance in the Luxottica Doctor Resource Guide

Review EyeMed and CAQH Credentialing in the Luxottica Doctor Resource Guide

Complete a W-9 and EyeMed Application and submit to EyeMed

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

Review Assignment in the Luxottica Doctor Resource Guide for a list of carriers that have delegated credentialing to the Assignment department (Pearle, Sears and Target only)

Begin contracting with primary insurance carriers in your area (LensCrafters and Lens-Crafters at Macy’s only)



https://www.irs.gov/pub/irs-pdf/fw9.pdf




Who to Call CAQH (888) 599-1771EyeMed (888) 581-3648

Provider Relations Email: [email protected] Fax: (513) 492-4999 Mail: Provider Relations PO Box 8503 4000 Luxottica Place Mason, Ohio 45040-7122 Phone: (888) 581-3648

Claims Online: www.eyemed.com Fax: (866) 293-7373 Mail: EyeMed/First American Administrators Attn: Claims PO Box 8504 Mason, Ohio 45040-7111 Phone: (888) 581-3648

For Credentialing /EyeMed Information Updates Call the EyeMed Customer Care Center at (888) 581-3648

Resources

mailto:luxretailrequest%40eyemed.com?subject=

www.eyemed.com


Doctor Website


Action ItemsLog in and explore the Doctor website

Doctor Website, cont.

Our Doctor Website is the exclusive secure website for Luxottica affiliated doctors. This website is the central hub for your Practice Management, Practice Growth and Patient Care & Experience needs.

How To Access the Doctor Website

You must be set up to access this internal website. If you did not receive a welcome email with your unique User Name and Password, please email [email protected] and request your credentials.

To log in:

1. Go to www.luxotticaeyecare.luxottica.com/dal/internal (We rec-ommend you bookmark this site for future easy access.)

2. Enter your username and password.

http://www.luxotticaeyecare.luxottica.com/dal/internal

http://www.luxotticaeyecare.luxottica.com/dal/internal


Doctor Website, cont.

Resources

If you are having difficulty logging into the Doctor website, please email [email protected]

mailto:doctors%40luxottica.com?subject=


Intro to Talent|Luxottica


All Luxottica employees take courses in Luxottica University or Talent|Luxottica for their growth and develop-ment 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.

Talent|Luxottica is the learning platform for all doctors who are INDEPENDENTLY AFFILIATED with Luxottica.

INDEPENDENT AFFILIATED DOCTORS: HOW TO REGISTER FOR TALENT|LUXOTTICA

The process for accessing Talent|Luxottica is slightly different depending on your brand.

Sears Optical and Target Optical:You will receive a welcome letter from your brand after you sign your lease. This letter will include a DRP number that will be your permanent username for Talent|Luxottica. • Your username: DRPXXXXXX (where “XXXXXX” is a six-digit number from your welcome letter)

• Password: 12345 (this is a temporary password)

LensCrafters, LensCrafters at Macy’s, and Pearle Vision:1. Click the following link (or copy/paste it directly into your browser):

https://luxotticagrp.plateau.com/learning/user/portal.do?siteID=EyeGrow_Self-Registration&landingPage=login

2. Select the ‘Click here to register’ link on the right side of the page.

3. Complete the “Create New Account” form, including all *Required Fields. (Make a note of your User ID, your password and security question/answer you choose.)

4. Click the “Submit” button.

You will receive an email from [email protected] confirming your registration and your User ID. Keep this email for your records.

NOTE: Your account is accessible immediately; however it will take up to two hours to populate your learn-ing plan with content.

Intro to Talent Luxottica, cont.




All Brands:

ENSURE YOUR BROWSER IS COMPATIBLE

Talent|Luxottica requires the use of one of the following Internet browsers

• Internet Explorer (7.0 to 11.0)

• Mozilla Firefox (3.6.x.x and above)

• Safari on Mac (6.0 and above)

• Google Chrome (23.0.x.x and above)

To learn more about updating your current browser, click the following link (or copy/paste it directly into your browser):

https://updatemybrowser.org/

DISABLE POP-UP BLOCKERS:

Talent|Luxottica courses open in new Internet browser windows, also known as “pop-ups.” Browsers are equipped with “pop-up blockers,” which must be disabled to successfully complete courses on the system.

If using an iPad tablet, check the following settings:

1. Go into “Settings”

2. Scroll down the left side & tap “Safari”

3. Confirm the following settings along the right:

• Turn Off “Block Pop-Ups”

• Turn Off “Prevent Cross-Site Tracking”

• Turn Off “Block Pop-Ups,” or “Block all Cookies,” or set “Block Cookies” to “Always Allow”

• Turn Off “Check for Apple Pay”


https://updatemybrowser.org/


LOG IN TO TALENT|LUXOTTICA

1. Click the following link (or copy/paste it directly into your browser): https://luxotticagrp.plateau.com/learning/user/portal.do?siteID=EyeGrow_Self-Registration&landingPage=login

2. Enter your User ID and Password and click the “Submit” button.

NOTE: Use the “Forgot User ID” or “Forgot your Password” links when necessary. For help, send an email to [email protected].

NAVIGATE TALENT|LUXOTTICA

• Assigned courses appear in the “My Learning Assignments” tile on the Talent|Luxottica Homepage

• Courses that are organized into curricula can also be accessed through the “My Curricula” tile

• Completed courses “drop-off” the “My Learning Assignments” tile

• To retake a completed course, click “View All” button on the “Learning History” tile, click on the course and select “Review Content.”




mailto:luxdocs%40luxotticaretail.com.?subject=



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 Talent|Luxottica

• If you need to contact Talent|Luxottica directly:• Independent Affiliated Doctors use [email protected]• You can also call (877) 589-8253 (US) for assistance

mailto:LuxDocs%40LuxotticaRetail.com?subject=


Office Set Up


Office Set Up Overview, cont.

As you get into your new office, you will want to ensure everything is ready for you to practice. “New office” is a relative term and will depend in part on how you are affiliating with your brand in this practice. You may be:

• Working at an entirely new store location

• An associate of a sublease taking over the sublease location

• A new sublease at an existing location

If you have been affiliated with a Luxottica Retail brand already, or are an experienced doctor, you may already have some ideas about what you expect and are looking for. If you are new to Luxottica Retail, 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.

We would like to make the process of getting settled in your new office easier by suggesting a walk-through of your office, and the retail store, with the Regional Manager and Store Manager. Your Regional Manager should be reaching out to schedule a convenient time to meet with you before you start seeing patients.



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 TASKSTrying to see patients and set up a practice at the same time can result in frustration and a less than desirable patient experience. It’s like trying to drive a car with one foot on the gas and the other foot on the brakes. Getting your office set up before you see your first patient will allow you to focus on being a doctor and deliver the best eye care experience to the patient. You’ll have everything you need, and won’t have to apologize to a patient for not being set up yet.

Checklists 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 as you es-tablish your new practice. These are intended to be guides, and although they are fairly compre-hensive, not all steps apply to all brands or affiliation arrangements, and there may be additional items you want to complete based on your location, personal circumstances or personal experience.


Walking Through the Office and Retail Store



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/location 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

Mall directories – ensure practice name is on the mall directory (if applicable)

Signage / graphics – what is permitted

Who pays for what (see the table in this section of your onboarding guide)

Maintenance and repair policies – who is responsible for what (NOTE: Your sublease agreement should be referenced whenever there is a question about maintenance responsibilities)

Evacuation procedures

Patient accidents – procedures

WALK-THROUGH OF THE RETAIL STORE

It’s recommended to do a walk-through of the retail store with the Store Manager and cover the following topics. This will give you a chance to ask other questions you may have. This walk-through is covered again under Operational Excellence.

WALK-THROUGH OF YOUR OFFICE

It’s also recommended to do a walk-through of your office with the Regional Manager as part of their first meeting with you before you start practicing.

Please have your Onboarding Plan available as you do this so you can ask questions that you may have come across while setting up your office.


Exam Instruments


The condition of the ophthalmic exam instruments in your practice is a big factor in delivering the best possible patient experience. Equipment downtime can greatly affect the pa-tient 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

• How to find Luxottica pricing on new instruments

Exam Instruments, cont.

Action ItemsReview the Exam Equipment section of the Luxottica Doctor Resource Guide

Inspect each instrument and piece of equipment to ensure it is working properly; if any equipment owned by Luxottica is damaged, needs replacing or should be re-quested, inform your Regional Manager immediately

Determine how you will review exam equipment maintenance procedures with your staff

Ensure you have enough supplies and back up batteries/bulbs for your instruments



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 equipment is in an 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.

Exam Instruments, cont.

CLARIFYE™ Technical Support (LensCrafters Only)

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 plat-forms.


Technology, Goods and Services


As an Independent Affiliated Doctor, you’ll want to ensure that you are getting the best value for tech-nology, goods and services in your office. Using the bargaining power of Luxottica Retail Optical North America, we invite you to take advantage of pricing discounts on goods and services to help you manage your business, drive your practice and enhance your patients’ clinical experience.

OD Practice Marketplace

The interactive OD Practice Marketplace catalog contains product overviews available by vendor. In many cases, you can click a vendor hyperlink and/or contact a company representative directly for pricing and additional information.

Membership to the OD Practice Marketplace is complementary with your Luxottica sublease and pro-vides special pricing on items like exam instruments and access to custom programs for your unique practice modality.

Goods and Services

There are other goods and services you may need to procure such as supplies for the office and those needed to see patients, Rx forms, business cards, Internet service, etc. See below for some items to check on before you start seeing patients.

Technology, Goods and Services, cont.

Action ItemsVisit the OD Practice Marketplace catalog and take advantage of any offers that will enhance your business and patient experience

Ensure phone lines are working properly; see the Internet and Phones section of the Luxottica Doctor Resource Guide for more information

Ensure Internet and networking connections are all working properly; see the Internet and Phones section of the Luxottica Doctor Resource Guide for more information

Review “Who Pays for What” in the Goods and Services section of the Luxottica Doctor Re-source Guide for information on which supplies the doctor or retail store pays for

Use the Doctor’s Supply Checklist on the next page and make a note of any supplies you may need to effectively see patients and/or maintain your instrumentation

Order your prescription forms with your name and practice; see the Goods and Services sec-tion of the Luxottica Doctor Resource Guide for instructions

Order your business cards; see the Goods and Services section of the Luxottica Doctor Re-source Guide for instructions

Apply for Credit Card Merchant Services if you wish to give your patients the option to apply for a line of credit to pay for your services; see the OD Practice Marketplace for more informa-tion on a special offer












Below 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 may be paid for by the brand through eyeNet or CIAO!, while others you may need to order yourself. Items marked with a (*) appear on the Who Pays for What chart in the Luxottica Doctor Resource Guide.

• 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.


Computer Hardware

Electronic Health Records Software

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

Business Cards (with appointment reminders)

Framed Information Placards (hrs./payment methods, etc)

SUPPLY: Front Desk INVENTORY



INVENTORY


continued...

Brand Specific Rx Forms*

Patient Information Forms*

Exam Recheck Forms

Contact Lens Recheck Forms

Professional Referral Form

Recall Cards

Rx Form For Pharmacy/Meds

Jeter Files

Letters

Name Labels

Annual Stickers

Other Stickers

Hicva Forms

Medicare Forms

Vsp Form

Other Third Party Forms

Bank Deposit Slips

Credit Card Processor (Free Standing Location)

Patient Forms

Jeter Supplies, if applicable

Third Party Billing Forms

Credit Card Supplies

INVENTORY

INVENTORY

INVENTORY

INVENTORY



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.)*

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 Charts*

Eye Patches

Eye Glass Cleaner

Envelopes

General Cleaning Supplies

Tech Rooms

INVENTORY

INVENTORY

INVENTORY


INVENTORY

INVENTORY

INVENTORY


continued...

Cl Cases (Plain, Flat Packs, Designer Cases, GP Cases)*

Mirrors, Rx Job Trays, Tweezers

Dust Covers*

Starter Kits*

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



continued...

Diagnostic and Therapeutic Drugs*

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


INVENTORY


continued...

Light Bulbs

Garbage Bags

Breath Mints

Deodorant

Miscellaneous Supplies INVENTORY



Who to Call Questions about Telephone NumbersCall the Telecomm Service Desk(513) 765-2222 (follow the options)

Questions about Internet Service• For Internet lines owned by Luxottica

• For Internet lines owned by your practice, contact your Internet Service Provider

Questions about FormsCall the Doctors’ Hotline(800) 215-2020

Resources

mailto:luxdocs%40luxotticaretail.com?subject=


Electronic Health Records (EHR)


Electronic Medical Records / Practice Management Systems, cont.

Electronic Health Records (EHRs) allow your practice to manage and exchange patient health records electronically. This allows for easier record keeping, better communication and an en-hanced patient experience.

We know there are many EHR software systems to choose from. Luxottica has negotiated a special discount with RevolutionEHR for our affiliated doctors. You can read about the benefits of taking advantage of this arrangement with RevolutionEHR in the Electronic Health Records section of the Luxottica Doctor Resource Guide. If you choose to acquire a different EHR product, we provide direction in this section as well.

TIP: Choosing a system that is integrated with The Appointment Book (TAB) will greatly reduce or eliminate the need for duplicate entry of patient demographic information.

Internet Speed Considerations

A critical area to analyze before implementing RevolutionEHR or any other EHR system is the actual Internet speed you are achieving in your office. Faster Internet speed will result in better application performance. For example, RevolutionEHR recommends:

• Minimum Internet download speed of 4 Mb/s

• Minimum Internet upload speed of 512Kb/s

Your Internet speed can be tested for free at www.speedtest.net.

http://www.speedtest.net


Electronic Medical Records / Practice Management Systems, cont.

Action ItemsReview the information in the Electronic Health Records section of the Luxottica Doc-tor Resource Guide

Analyze your Internet speed you are achieving in your office; make note of the down-load and upload speeds and have this information available when speaking with EHR representatives

Additional Information on RevolutionEHR

Phone: (866) 261-0688

Website: Special Landing Page for Luxottica Affiliated Doctors

Email: [email protected]

Resources



mailto:sales%40revolutionehr.com?subject=

https://www.revolutionehr.com/corporate-affiliated-practices-luxottica/


Contact Lenses


Contact Lens Suppliers, 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 pro-pensity 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 un-matched patient experience.

Your affiliation arrangement with Luxottica will determine the product strategy. There are two strategies for Independent Affiliated Doctors based on whether you sell or do not sell contact lenses.

Independent Affiliated Doctors Who Sell Contacts

You fit, prescribe and sell the contact lenses. Revenue associated with the fitting and sale of the lenses belongs to you. As an affiliate of Luxottica, you also have the advantage of other benefits including, but not limited to:

• Affiliate doctor pricing through select distributors

• Traffic-driving national advertising campaigns

• OD office merchandising support

• Regional dinner meeting access

There are more benefits available based on the negotiations secured by the Contact Lens Team and the brand team. You are not obligated to participate but will be notified of the various op-portunities and strategies as they present themselves.

You also direct the set up and payment of your own contact lens accounts. Account set up typi-cally requires that a credit application be submitted to each vendor with whom you opt to do business. This is inclusive of contact lens vendor, distributor and solutions vendor relationships.



Action ItemsReview information for your affiliation arrangement in the Contact Lenses section of the Luxottica Doctor Resource Guide

Establish your initial accounts and billing set-up with manufacturers or distributors

Contact each manufacturer customer service group to secure your local account representative contact information

Place initial orders with the manufacturers for contact lens trial kits based on your office needs

Set up Contact Lens Solution Starter Kit replenishment through each of the contact lens solution vendor(s) you choose

Secure Contact Lens Rebate materials needed through your account representative

Request of the manufacturers any additional product and fitting information you would like to have on hand




Independent Affiliated Doctors Who Do Not Sell Contacts

As an Independent Affiliated 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 Man-ager 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.



Action ItemsReview information for your affiliation arrangement in the Contact Lens section of the Luxottica Doctor Resource Guide

Ask your Store Manager for a current copy of the Contact Lenses Handbook and re-view 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 sec-tion 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




Patient Accessibility and Other Compliance Standards


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 on which you and your staff should be trained.

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 an-other, initiate a Service Maintenance Request through the Store Manager

Review the chart in the Patient Accessibility and Other Compliance Standards section of the Luxottica Doctor Resource Guide to determine if there are other topics that you wish access for yourself and/or your staff



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 as-sistance on how best to support your specific customer request.


Patient Connections


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 mar-keting 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


Net Promoter Score (NPS)


NPS, cont.

Net Promoter Score (NPS) is a universal way to measure customer and patient satisfaction. Business-es 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 ad-ditional 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



The Appointment Book (TAB)


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 pass-word 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].


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)

• Setting up administrative features and office preferences

• 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 to set up automated communication channels (postcards, email, text messaging and auto phone calls)

• 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.


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

Follow the instructions to set up TAB for your practice, administrative features and of-fice preferences

Set up Doctor Bios for all doctors in your practice

Practice scheduling appointments on the “Test Drive” website (details below)

Set up your automated communication channels, noting the detailed instructions for setting up auto phone calls

Schedule time with your OD Mentor or with your Regional Manager on your walk-through to review key principles of TAB and how to use it effectively; if your OD Men-tor is willing, request to review their own working version of TAB with you



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 Cen-ter:

Phone: (877) 720-9119, Option 4

Hours: 8:30am – 5:00pm EST

TAB, cont.

https://test.eppointmentsplus.com/recalltest/action/welcome


Local Doctor Marketing


Local Doctor Marketing, cont.

Marketing practices affect the number and type of patients coming into your practice. One of the benefits of affiliating 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 affiliated 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 resourc-es available to you.


Local Doctor Marketing, cont.

Action ItemsReview Local Doctor Marketing section of the Luxottica Doctor Resource Guide

Check to ensure your practice information is accurate in two places:

• ThinkAboutYourEyes.com

• The Appointment Book

If your brand offers social media programs, view and select your participation status in TAB (instructions can be found in the Luxottica Doctor Resource Guide)

Enroll in Ratings & Reviews by contacting your SECD or by opting into the program in TAB (instructions can be found in the Luxottica Doctor Resource Guide)

Leverage TAB to automatically communicate with your patients about their Next Eye Exam

Ensure the Store Manager is transferring any OD Visual Merchandising to you when they receive materials

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 de-velopment of customizable tools that you can use to drive exams in your local market


https://www.dropbox.com/s/y5m7su26990cwk8/LUX%20Marketplace%20Catalog%20Spring%2007.pdf?dl=0


The Brand’s Eye Care Experience


Your optometric colleagues at all of the Luxottica Retail Brands have articulated that they are seeking to differentiate their practices in order to attract and retain patients that return to their offices year after year, bringing their family members and friends. This is a key component of helping you build your practice.

Across all of the Luxottica Retail brands, every patient matters. As a result we are focused on accelerating eye exam growth, patient retention and satisfaction, through sim-plifying and focusing how we work to help ensure we offer the best patient care in every location and improve our doctor experiences.

We have listened to patients and consumers, who have told us the things they are looking for in their eye care experience. We have been able to sum this up in six key patient-requested OD behaviors:

• 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 wait-ing 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 overall 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 life-style 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.

NOTE: 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.

The Brand’s Eye Care Experience, cont.


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.

The Brand’s Eye Care Experience, cont.

Action ItemsObserve the key elements of the brand’s eye care experience in action as demonstrated by your OD Mentor or other designated doctor; we recommend spend-ing a half day seeing patients together, if agreeable to the hosting doctor

While there, gain perspective from your fellow colleague on what they find successful in their practice and any tips they may be able to share with you


Operational Excellence


Operational Excellence Overview, 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

A key aspect of running your own practice as an Independent Affiliated Doctor is to establish stan-dards for operational excellence in all of the above areas. This part of onboarding will focus on the manager and entrepreneur roles that you play in the following ways:

• Understand and complete sublease administrative tasks as necessary (these may not apply to all brands or geographies)

• Share your vision and goals for your practice with those who can support your business

• Access reporting that will help you measure key indicators of the health of your business

• Set up a regular routine for touching base and gaining support for your business


Sublease Administration


Sublease Administration, cont.

The following topics are part of fulfilling your sublease agreement. These may not apply to all brands and geographies and are marked as such.

Revenue Reporting

NOTE: Our online revenue reporting system is not operational at this time. We are currently review-ing our policy regarding revenue reporting and, once finalized, we will update our system to capture the information that will be required going forward. In the meantime, please maintain your monthly revenue using the Statement of Doctor Revenues Excel spreadsheet on the following page. You may need to enter this information into the new system when it is ready. You do not need to submit it to anyone at this time.

See the Sublease Administration section of the Luxottica Doctor Resource Guide for specific instruc-tions on how to report revenue.




Sublease Rent Payments (Applies to all brands, US and Canada)

The amount of your monthly rent, due date and late fees provisions are included in the Rent section of your sublease agreement.

Included in your sublease agreement is a Direct Payment Authorization and Agreement. When submitting your sublease agreement, you sign the Direct Payment Authorization and Agreement and provide us with a voided check. This information is used to set up an auto withdrawal of your bank account each month for your monthly rent. The auto withdrawal of your account occurs on the 10th of each month for the current month.

You will receive the following e-mails to support the rent payment process:.

• 1st of the month: consolidated statement sent

• 15th of the month: late notice if past due (e.g., NSF, funds not available, failed process) NOTE: This could also be for rents received to Accounts Receivable Department late but for previous months due (for example, received from Legal in May for rents due Jan through Apr).

The Accounts Receivable department also sends courtesy emails to doctors when we receive late rents due for previous months to schedule automatic withdrawal payments.

See the Sublease Administration section of the Luxottica Doctor Resource Guide for more informa-tion about rent payments and the Direct Payment Program.


Action ItemsReview applicable sections of Sublease Administration in the Luxottica Doctor Re-source Guide

Ensure you are set up for the Direct Payment Plan for rent payments

Review Revenue Reporting in the Luxottica Doctor Resource Guide (LensCrafters US only)

Review PDDR processes in the Luxottica Doctor Resource Guide


Disposition of Patient Data (Applies to all offices with TAB and/or CLARIFYE™)

When a doctor makes the decision to leave a practice, the doctor should make one of the following four choices when determining where their data should go from TAB or CLARIFYE™:

• Option 1: Leave patient data for an incoming doctor

• Option 2: Transfer patient data to another Luxottica store location

• Option 3: Take patient data with them on a hard drive

• Option 4: Request patient data be deleted without taking a copy

A Patient Data Disposition Request (PDDR) will be sent to the doctor, who should complete it and fax it back no later than seven days prior to the sublease termination date.

See the Sublease Administration section of the Luxottica Doctor Resource Guide for details.




https://www.dropbox.com/s/ejwwmlwlxy89oi1/Sec15 TAB- LC and Clarifye PDDR Form %28Rev Feb 8 2017%29.pdf?dl=0


In Person Meeting with Regional Manager and Store Manager

PART ONE: IN THE OFFICE


In Person Meeting with Regional Manager and Store Manager, Part 1, cont.

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/location 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

Mall directories – ensure practice name is on the mall directory (if applicable)

Signage / graphics – what is permitted

Who pays for what (see the table in this section of your onboarding guide)

Maintenance and repair policies – who is responsible for what (NOTE: Your sublease agreement should be referenced whenever there is a question about maintenance responsibilities)

Evacuation procedures

Patient accidents – procedures

WALK-THROUGH OF THE RETAIL STORE

It’s recommended to do a walk-through of the retail store with the Store Manager and cover the following topics. This will give you a chance to ask other questions you may have.


WALK-THROUGH OF YOUR OFFICE

It’s also recommended to do a walk-through of your office with the Regional Manager as part of their first meeting with you before you start practicing.

Please have your Onboarding Plan available as you do this so you can ask questions that you may have come across while setting up your office


Action ItemsComplete a store walk-through with the Store Manager

Complete an office walk-through with the Regional Manager

Review your progress in setting up TAB with the Regional Manager

Meet with your Regional Manager and Store Manager in person prior to seeing pa-tients to do a walk-through of the retail store and your office (voluntary but highly recommended)

Ask your Regional Manager any questions about setting up The Appointment Book (TAB); this topic is covered in detail in the Patient Connections part of your onboard-ing and you may have the chance to set this up by the time your Regional Manager meets with you


In Person Meeting with Regional Manager and Store Manager

PART T WO: OFFSITE


Getting acquainted with the Regional Manager and Store Manager will go a long way toward effec-tively running both businesses. Although voluntary, we encourage you to take the time to build these relationships.

• 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.

• Ask about any additional ancillary services you might be interested in

• What are some of the norms for certain metrics in the Region?

• How can you leverage local doctor marketing?

• 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

It’s also critical to familiarize yourself with the business to ensure future growth. There are numerous ways to measure the success of a practice. For doctors who are brand new to their practice, it is recommended to start with a few key metrics and then expand to additional ones as the practice grows. Ultimately, you and your Regional Manager and OD Mentor may wish to establish some priori-ties to help get you going. For example, here are a few recommendations from experienced ODs:

• Daily/weekly/monthly full exam counts

• Gross Revenue

• Average Dollar per Patient revenue

• Exams or Revenue per Staff Hour

• % Contact Lens Patients



Recommended Meetings to Support Your Business

Taking the time to meet with the intent to review progress, plan and strategize can grow your business and allow you, as the doctor, to lead your practice(s) rather than always reacting to issues, or leaving results to chance.

Below are some suggested guidelines on several types of meetings that will support your business goals.

Weekly Meetings

• Voluntary

• With the Store Manager

• Touchbase on progress from the previous week

• Associate/staff recognition

• Discuss the priorities for the week

• Focus on the tactical, short-term issues and ideas for the coming week

Monthly Meetings

• Voluntary

• With the Store Manager and/or Regional Manager

• Review of business for the previous month

• Associate/staff recognition

• Goals for the next month

• Events, holidays, promotions, marketing campaigns coming up

• Focus on two or three key strategic topics to improve the business



Annual Business Meeting

• Required per your sublease agreement

• With the Regional Manager and SECD (you may also include the Store Manager for part of this meeting if you wish)

• Comprehensive business review

• Analysis of key practice strategies

• Discuss vision and goals for the coming year

• Develop action plans by quarter for the upcoming year

• Discuss OD and Staff Development



There are several tools that have been designed to support each of these meeting types. These can be found in the Operational Excellence section of the Luxottica Doctor Resource Guide.

Reporting

There are numerous reports available to you to help analyze your business, including detailed informa-tion about eye exam counts, patient retention, Net Promoter Score and other key metrics. Information on how to retrieve some of these reports are also found in the Operational Excel-lence section of the Luxottica Doctor Resource Guide.

After you are able to meet with your Regional Manager and Store Manager, you’ll continue following up on your office set up and other items on your onboarding plan.

If it hasn’t occurred already, your Regional Manager should also arrange a time for you to experience the brand’s patient experience at your OD Mentor’s location or another practice.


Action ItemsConsider your greatest strengths, weaknesses, opportunities and threats to your busi-ness; be prepared to discuss these with your Regional Manager

Meet with your Regional Manager and Store Manager to share your vision and goals for your business, learn about the culture in your brand and get answers to your ques-tions (voluntary but highly recommended)


Practice Development


Practice Development Overview cont.

One of the key benefits you receive as an Independent Affiliated Doctor with Luxottica Retail is the support of optical industry professionals and peers who can assist you with practice development. 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.”

You may remember the three roles that a doctor of optometry can assume clinician, manager and entrepreneur. Many doctors have shared they are very comfortable in the role of clinician and some-times struggle in their role of a practice owner, either as a manager or entrepreneur. Luxottica Retail brands are committed to offering support to assist you in developing your practice, your staff and yourself.


Office and Staff Development: Talent|Luxottica


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, Talent|Luxottica. Here you will find train-ing and development programs that are relevant to your practice and the brand with which you are associated. You can register yourself and your staff in Talent|Luxottica and access various courses, which include Foundations of Optics, compliance training and more.

Detailed instructions on how to enroll yourself and your staff are found in the Office and Staff Devel-opment section of the Luxottica Doctor Resource Guide.

NOTE: This process may be different depending on the brand with which you are affiliated.

Action ItemsFollow the instructions in the Office and Staff Development section of the Luxottica Doctor Resource Guide to register yourself and your staff members

Review the course offerings in the catalog

Add any courses you wish to take to your learning plan

Recommend specific courses to your staff



Who to Call For questions or help with Talent|Luxottica, please follow the proce-dure below:

Because many questions can easily be answered by the Store Man-ager you may wish to ask them for assistance before emailing Talent|Luxottica.

If you need to contact Talent|Luxottica directly Independent Affiliated Doctors should email [email protected].

Practice Development: Talent|Luxottica, cont.

Resources

mailto:LuxDocs%40LuxotticaRetail.com?subject=


Office and Staff Development: Lifestyle Prescribing


Practice Development: Lifestyle Prescribing, cont.

The Lifestyle Prescribing Initiative is a collaborative effort between LensCrafters and Johnson & John-son 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 affect 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



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 individual differences in communication style and preference to

enhance patient interactions.

DISC Behavioral Communication Work-

shop

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 prac-tices 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

http://www.discprofile.com/what-is-disc/overview/



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 multi-media 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.



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].


INDEPENDENT AFFILIATED NAVIGATION GUIDE€¦ · Welcome! This Doctor Onboarding Navigation Guide is...

Documents

Transcript of INDEPENDENT AFFILIATED NAVIGATION GUIDE€¦ · Welcome! This Doctor Onboarding Navigation Guide is...