Web-based platform certifies insurance for patient appointments

Here, the author answers questions from OM about a service, based on firsthand experience with it.

Please describe ABB Verify: What is it? How does it work?

ABB Verify On-Demand is a tool we use to check the vision care eligibility of patients who have scheduled appointments and pull plan authorizations, when needed. The platform is web-based; front desk staff members manually enter the patient’s information into the site to acquire verification.

With certain practice management systems, ABB Verify Complete, of which ABB Verify On-Demand is a component, can email or text patients to bring them back to the practice or alert them to unused material benefits. This service is available to all optometric practices.

What is the cost (or fees) associated with the service?

The cost depends on the number of patient appointments per month; generally most offices pay for the service with the incremental revenue from the first 2 or 3 patients.

How long have you been using the service?

My practice has been using it for three months.

What benefits does it provide to your practice?

The platform saves time for staff and creates efficiency. Specifically, it automates the verification process, so that staff members do not have to look at other websites to do so. We also have found that it helps in increasing second pair sales, as the verification reveals whether patients have another benefit available to them via another plan, for example, an insurance benefit in addition to a managed vision care plan benefit.

How has the service affected the patient experience?

Verify has increased patient satisfaction. Specifically, we have found that patients are pleased and assured in their eye care provider when we are able to aid them in maximizing their benefits.

What results has your practice experienced with ABB Verify?

We have been able to sell additional pairs of glasses to patients who didn’t know they had a vision plan. Over the last three months, 10% of patients whose coverage was verified through the service have purchased second pairs of eyewear.

What training was needed to implement the service in practice? How did you roll it out?

Training included a simple demonstration by the ABB team. This virtual training took about 30 minutes; my staff participated in it during the morning, non-peak hours, on a no-doctor day. We found rolling it out to the office was simple after that.

What staff members serve in what roles within the practice in utilizing or operating ABB Verify day-to-day?

The platform is mainly utilized by front desk staff members, who use it to verify insurance and check for multiple plans at the time the appointment is scheduled. The staff member then makes the patient, doctor and optician aware of the insurance coverage. (We use a note at this point.) I am informed at the time of the exam, and I reiterate this to the optician during the transfer. OM

DR. SAMPALIS is owner of Sampalis Eye Care in Cranston, RI. Founder of Corporate Optometry on Facebook (facebook.com/groups/corporateoptometry ) a group that hosts 30,000 eye care professionals. She also is founder of Corporate OD Alliance corporateods.com .