Resource Guide

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Doctor Resource Guide

About this Guide 01 Your New Office 02 Doctor Liability Insurance 03 EyeMed and Council forAffordable Quality Healthcare (CAQH) Credentialing 04 Contracting with Insurance Carriers: Assignment 05 OD Practice Marketplace and Other Benefits 06 Office Start Up 07 Goods and Services 08 Internet and Phones 09 Electronic Health Records 10 Exam Equipment 11 Contact Lenses 12 Patient Accessibility and other Compliance Standards and Training 13 Administration 14 Net Promoter Score 15 The Appointment Book (TAB) 16 Local Doctor Marketing 17 CLARIFYE™ 18 Operational Excellence 19 Office and Staff Development

This interactive Luxottica Doctor Resource Guide will provide you with the information you need to keep your practice running smoothly and successfully. If you are a doctor who is new to Luxottica, or new to a specific brand, and going through Luxottica Doctor Onboarding, this guide will be a key resource in learning how to get your practice running before you start seeing patients. If you are a seasoned doctor, it can serve as a reference in case you need to consult it for support or a refresher on any specific topic. This guide is designed to ensure you can find the information you need quickly and easily.

Here are the interactive features you can use to access information, both inside and outside of this guide.

TABLE OF CONTENTS

The table of contents in this section is clickable, so you access whatever section you need by clicking on its title in the table of contents.

INTERNAL LINKS

The sections in this guide are linked so that you can click on a link in one section to access related information in another section. For example, if you are reading about Local Doctor Marketing, and you discover that you can enroll in social media programs in The Appointment Book (TAB,) you can click the link provided to access the relevant information in the TAB chapter. You can try it now, if you like, by clicking here to go to the table of contents. When you’re done, click, “About This Guide” in the table of contents to return to this page.

This guide also provides direct links to external content. For example, if you are reading about the Internet speed required for running Electronic Health Records software, you’ll have direct access to a link you can click to test the Internet speed in your practice. You can try it now, if you like, by clicking this link: www.speedtest.net.

SCROLLING

Of course, you have the option of scrolling through the document one page at a time if you prefer.

PRINTING

Throughout this guide, there are many helpful checklists that you may wish to print and use. You’ll see a “Print Checklist” button that will print the document in a simple click.

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. Adobe Reader iOs Devices Android Devices

2. Install the Dropbox app on your device. (This will allow you to access additional Dropbox document links within the Onboarding iOs Devices and Resource Guides.). Android Devices

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.

Each section in this guide contains information that may or may not be applicable to you based on your brand, geography (US or Canada) and affiliation arrangement (Employed or Independent Affiliated). On the first page of each section, you’ll see logos across the top of the page that signify who the section pertains to. Any logo that is grayed out means the section does not apply to that affiliation arrangement. Employed or Geography Optical Brands Independent Affiliated

This chapter applies to: EMP / AFF ONLY ONLY

This section would only apply to Canadian-based and Independent Affiliated Doctors. (Please note the grayed out logos.)

Each section will also contain the following information:

Why is this important? What metrics or How often does standards does this happen? this impact?

What you need Tasks and instructions Resources and/or to know who to call

01) Your New Office

In this section, you will learn: • What to do leading up to a new store opening • What to do if you are opening a practice in an existing location

Why is this important? Opening a practice in a new or existing Luxottica Retail location can often provide excitement and anxiety at the same time. The good news is that you have support from many people, especially from your field and store leaders.

What metrics or standards How often does this happen? does this impact? Only once, when you begin practicing N/A in a new location.

This section provides guidance on setting up your office, whether you are: • Opening a practice with a newly constructed location • Setting up your practice within an existing location

What You OPENING A PRACTICE IN A NEW LOCATION Need to Know Roles and Responsibilities There are several stakeholders involved when you are opening your practice in a newly constructed store. Below are their roles and responsibilities.

ROLES RESPONSIBILITIES

Senior Eye Care Director (SECD) • Support for OD throughout the process

Regional Manager (RM)/ • Support with OD and Store Manager communication Regional Director of Eye Care • Support with recruitment and training of Store Manager and (RDE) new associates

• Present for installation of furnishings and equipment, as well as store opening Store Manager (SM) • Complete enclosed task list within specified timeframe • Recruit/train new associates • Communicate any obstacles with Field Project Supervisor

Field Project • Oversee all aspects of the process Supervisor (FPS) • Work with the Construction Project Manager to anticipate obstacles and address store specific needs • Support for SM and OD throughout the process

• Approve final turnover list

Field Project • Support for OD and FPS throughout the process Supervisor-Eye Care • Communicate any obstacles with FPS

Construction • Manages the entire construction project and contractor Project Manager (PM) communication

Site Supervisor • Coordinates the daily work of the subcontractors at the location

The Time Period Leading Up to the Opening The period of time between the set down and the store opening will vary from location to location. Most locations open a couple of days after the set down. You want to make certain that you keep yourself informed of the opening date and any changes that may occur. It’s important that you use this time wisely because you may have limited time after you open. • Review the appropriate Employed Doctor Onboarding Navigation Guide or Independent Affiliated Doctor Onboarding Navigation Guide • Use the Resource Guide (that you are currently reading) in tandem with your Navigation Guide

Employed Doctor Onboarding Navigation Guide

Independent Affiliated Doctor Onboarding Navigation Guide

OPENING A PRACTICE IN AN EXISTING LOCATION

If you are opening your practice in an existing location that may have previously been owned or managed by another doctor you will want to follow the appropriate Independent Affiliated Doctor Onboarding Navigation Guide to ensure all aspects of setting up a new business are reviewed and completed.

Employed Doctor Onboarding Navigation Guide Independent Affiliated Doctor Onboarding Navigation Guide

Resources

(Click the name of the resource for access)

Employed Doctor Onboarding Navigation Guide

Independent Affiliated Doctor Onboarding Navigation Guide

02) Doctor Liability Insurance

In this section, you will learn: • How to purchase malpractice and liability insurance easily to ensure compliance with your affiliation agreement

Why is this important? You will need malpractice and liability insurance to comply with the obligations of your sublease and to accept insurance.

What metrics or standards How often does this happen? does this impact? You will purchase insurance once before • Sublease compliance practicing. Policies are typically paid on an annual basis via a notification to the doctor. Renewals are typically not auto-renewed. Check with your policy provider for details.

As you know, you must have liability insurance before you can begin seeing patients next to your affiliated Luxottica brand. This section offers recommendations and support for purchasing liability insurance should you need assistance.

What You Your sublease agreement outlines specific insurance requirements. While you Need to are welcome to purchase your insurance from the insurance broker of your Know 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 policies required in your sublease agreement. All of the brokers are up-to-speed on the insurance requirements in your sublease agreement.

Tasks and To contact these recommended insurance brokers: Instructions 1. Click the link provided. 2. Contact the insurance broker(s) using the information provided. 3. Respond to the broker’s questions. You can use the information below for guidance.*

OD Practice Marketplace

* While the questions you’ll be asked will vary, having answers to the questions below may help with the process. Below are a few examples:

QUESTION SAMPLE ANSWER

How many square feet of space are you No more than 3,000 square feet subleasing?

The dollar value of computer hardware and $20,000 – $100,000 (depending on whether you exam instruments owned by you that you own the doctors equipment) want to insure.

What are the limits for sewer back-up $10,000 – $20,000 coverage?

What are the deductible limits? No greater than $5,000

Employed Doctors 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 while practicing in a Luxottica practice. Separate insurance, purchased separately by the Employed Doctor, or the doctor’s employer, would be needed for practicing in either a non-employed practice within Luxottica, or any practice outside of Luxottica.

Independent Affiliated Doctors If you use the insurance brokers listed in the OD Practice Marketplace, they will send you (the doctor) a copy of the Certificate of Insurance and will mail the Certificate to the Certificate Holder (Luxottica). This will also occur after the renewal of their insurance each year. Unless an Independent Affiliated Doctor tells the broker to send their Certificate of Insurance to another person/company, it will only be sent to Luxottica Sublease department. The doctor will need to submit the certificate to CAQH.

Resources

(Click the name of the resource for access)

OD Practice Marketplace

03) EyeMed and Council for Affordable Quality Healthcare (CAQH) Credentialing

In this section, you will learn: • Why credentialing is important • How to start the process of contracting with EyeMed • How to complete your CAQH credentialing right the first time • Common credentialing mistakes • Who to contact for help

Why is this important? EyeMed is required to credential all providers per the National Committee for Quality Assurance (NCQA) guidelines. Credentialing must be completed before you can accept patients with EyeMed or any other insurance provider. This process can take 30 to 45 days, so it must be started immediately.

What metrics or standards How often does this happen? does this impact? You will become credentialed once with • Exam growth EyeMed. You will need to re-attest with CAQH every 120 days (180 days for • Practice revenue providers practicing in Illinois). You will then need to re-credential every three years.

Many health plans (Humana, WellPoint, Aetna etc.) have delegated the credentialing and re-credentialing of providers to EyeMed Vision Care and audit regularly to ensure we are in compliance with NCQA standards. The purpose of credentialing and re-credentialing is to ensure a quality network and make sure items that can change over time, or expire, are reviewed periodically and continue to meet the established quality criteria. To meet standard these all providers must be initially credentialed and periodically re-credentialed at a minimum of once every three years.

What You Credentialing must be completed before EyeMed patients can be serviced. Need to Average credentialing time is up to 45 days once an application is in a complete Know status (meaning no missing information within the application, all licenses and insurance are active and effective and all required documents have been uploaded and are valid).

EyeMed EyeMed works with two organizations to handle credentialing: • CAQH – Council for Affordable Quality Healthcare • Aperture – a credentials verification organization (CVO)

CAQH EyeMed works 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. Once EyeMed receives your EyeMed application and W-9, you’ll be asked to update your CAQH application, or re-attest, with CAQH within 10 days. The sooner you enter all the information at CAQH and upload the requested supporting documentation (see next page), the quicker your credentialing process will be completed and the sooner you can start seeing EyeMed members. You do not have to wait for EyeMed contracting to be completed to start this process. The sooner CAQH is updated the faster the process will go once EyeMed contracting is complete. Note for Employed ODs: Employed ODs do not need to supply an EyeMed application or W-9. Upon hire you will be provided with Luxottica’s certificate of insurance and supplemental letter to upload into CAQH.

Tasks and In this section, you will learn: Instructions • How to obtain your EyeMed credentials • How to obtain your CAQH credentials

EYEMED CONTRACTING (INDEPENDENT AFFILIATED ODS ONLY) As a doctor next to Luxottica brand, you’ll see a significant number of patients with EyeMed. EyeMed will need two things from you to get the process started. 1. Complete your CAQH application. 2. If you have not done so already, complete a W-9 FORM for the Tax ID and upload to the Sublease Portal. (You will also need this W-9 form for your CAQH application.) 3. Once the CAQH application is completed, and W-9 form is received through the portal, EyeMed will send you an email with a link to the electronic contract. 4. Click the link. 5. Review, electronically confirm and accept the contract.

6. Once you are credentialed, confirm you are linked to the correct location(s) in the EyeMed system.

CAQH CREDENTIALING This section outlines: • An overview of the CAQH process • The documents you’ll need to gather for the CAQH process • Common mistakes in the credentialing and re-credentialing process

• How to complete the CAQH process

NEW CREDENTIALING RE-ATTESTING

Register with CAQH (Go online Go online to 1 to HTTPS://PROVIEW.CAQH.ORG/PR). 1 HTTP://PROVIEW.CAQH.ORG/PR. Complete the online application Enter your current username and and review data. password (You may be prompted 2 2 to update your password). Review your information to see if there Authorize access to your information. are new fields for you to complete and 3 3 update any outdated information. 4 Verify your data entry and attest. 4 Verify your data entry and attest.

Submit supporting documents Submit any supporting documents 5 (see list on next page). 5 that need to be updated.

ONGOING: Maintain the accuracy of your information, by re-attesting every 120 days (180 for IL providers).

Gathering Your Supporting Document 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.

PRINT THIS CHECKLIST

REQUIRED DATA/INFORMATION WHERE TO FIND IT

CAQH-supplied Provider ID Number You can 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.

Previously completed credentialing application if available (for reference) List of all previous and current practice The addresses of any past, and current, locations where you (or will) locations practice. Identification numbers such as UPIN, Medicare, Medicaid, and National Provider Identifier (NPI) ELECTRONIC (SCANNED) WHERE TO FIND IT COPIES OF YOUR:

Curriculum Vitae (CV) 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.

License to practice Optometry Your license that you received from your State Licensing Board. IRS Form W-9 (same one used for EyeMed) IRS FORM W-9 Malpractice Insurance Cover Page (also The cover page showing that you are covered for Malpractice and Liability called the Face Sheet) insurance. • Ensure the insurance is not expired. NOTE: For Employed Doctors this “Face Sheet” will be provided to you by Luxottica • Affiliated ODs: Ensure the policy #, effective date, expiration date, and but you will still need to enter the information n insurance carrier information match the insurance cover page. Your the profile section of the CAQH application. name/company must be typed on the policy as well as Luxottica’s name and address.

• Employed ODs: 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

continued... ELECTRONIC (SCANNED) WHERE TO FIND IT COPIES OF YOUR:

Summary of any pending, or settled, If applicable. malpractice cases

For MDs (and ODs, if applicable): DEA If you are an MD, visit the DEA website to register Certificate (National certificate for https://apps.deadiversion.usdoj.gov/webforms/ prescribing controlled substances only. NPI number is adequate for all other prescriptions.)

For ODs: CDS Certificate (State certificate If you are an OD, register with the state following their instructions. for prescribing Controlled Dangerous Substances [CDS], not required in every state)

Common credentialing/re-credentialing mistakes: • CAQH must be thoroughly complete: • Fill out all fields on the CAQH application, ensuring valid contact information (email and phone) is accurate) • Work History cannot have any gaps exceeding six months; if there are work history gaps greater than six months, they must be explained on the application • All required documents are current (not expired) and uploaded to CAQH • Providers must authorize EyeMed to access their information in CAQH • Professional Liability insurance at CAQH cannot be expired and must have the doctor’s name, and Luxottica’s name, on the policy. • Make sure the following fields in the application match the insurance cover page: • Policy number • Effective date • Expiration date • Insurance carrier • Make sure you have added all practice locations • Make sure you re-attest • Please respond immediately to any inquiries from Aperture or CAQH

COMPLETING THE CAQH PROCESS 1. Gather your supporting documentation. 2. Go online to https://proview.caqh.org/pr. 3. Download the CAQH Provider Quick Reference Guide.

4. Follow the instructions depending on your status: • Start with “New Users” if you’ve never created a profile with CAQH • Start with “Current UPD Users” if you have created a profile with CAQH before and are updating your information

Please allow up to 45 business days for processing once your application is complete with CAQH. • Your credentialing process with EyeMed can’t start until your CAQH application is complete • Your CAQH status should show “Initial Application Complete” or “Re-attestation” • All associate and fill-in doctors must be credentialed

OTHER VISION PLANS EyeMed participates in a Universal Credentialing Alliance with other plans ( for example, VSP, Davis, Spectera, UHC, Always Care, National Vision, VBA, Superior Vision, MES Vision, and others). All plans in the Alliance have the same credentialing requirements for routine vision. There are other vision plans that you may be working with, and they may require credentialing or have separate credentialing requirements. Please see the ASSIGNMENT SECTION for information on how credentialing occurs with these plans.

F.A.Q. I practice next to a Luxottica retail location. Can you just activate me? Not without completing credentialing or re-credentialing. EyeMed must follow NCQA standards in order to meet compliance requirements. Providers cannot be added to the EyeMed panel without completing credentialing/re-credentialing. If you are an existing EyeMed provider who has completed credentialing you can be added to a location without completing credentialing again. However, the new practice location must be added to your CAQH profile. All CAQH information must be up to date.

How long does credentialing/re-credentialing take? Credentialing, or re-credentialing, should take less than 45 days if the provider keeps their CAQH profile up to date and responds quickly to any questions CAQH or Aperture may have.

Why does credentialing/re-credentialing take so long? Credentialing/re-credentialing typically takes longer than expected when CAQH is not up to date or there is something missing or expired from the CAQH documents.

I’m an Associate Doctor. Why do I need to be credentialed? All providers servicing EyeMed members must be EyeMed credentialed regardless if they are primary or Associate Doctors. You should not perform exams and services on EyeMed patients and use another doctor’s credentialing.

How will I know my credentialing has been completed? If you are new to the EyeMed panel you will receive a welcome letter with your new provider ID and activation date. If you are re-credentialing you will receive a letter stating that your re-credentialing is complete.

I have people reaching out to me asking questions about my information. What should I do? If you are missing information that will delay the credentialing process you will be reached out to at least three times, either by email, mail or phone, in an attempt to collect the information necessary for your credentialing to be completed in a timely manner. If a representative from CAQH, Aperture, or EyeMed attempts to contact you, please take the action they are requesting immediately so credentialing does not get delayed or stopped.

Resources

(Click the name of the resource for access)

PROVIDER INFOCUS ONLINE CLAIMS This is the main provider portal that contains all of Portal to submit online claims. the resources on this page, and more! • Once EyeMed contracting has been completed you will receive an email with initial login EYEMED PROVIDER MANUAL information This is a comprehensive provider manual that • The email will be sent to the email address is your “how-to” guide for providing services provided on your request for application to EyeMed patients. • After logging in you will be prompted to change your password FORMS All forms used with EyeMed.

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

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

04) Contracting with Insurance Carriers: Assignment

In this section, you will learn: • The difference between EyeMed and Assignment • Benefits of participating • Which insurance carriers you are automatically contracted with • How to contract with other insurance carriers that do not delegate credentialing • How to work with out-of-network providers (such as VSP) • Administrative functions such as submitting and voiding claims • Considerations with Medicare

Why is this important? The more insurance carriers you are contracted with, the more patients you will be able to see.

What metrics or standards How often does this happen? does this impact? Pearle Vision, Sears Optical and • Number of exams Target Optical affiliated doctors are automatically enrolled with carriers • Practice revenue that allow delegated credentialing.

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

ASSIGNMENT ONLY

In order to better understand Assignment, you first need to understand the differences between EyeMed and Assignment.

EyeMed Assignment

• A Managed Vision Care company fully owned • Luxottica has either contracted with these by Luxottica companies to accept their vision care plans in our locations, or established a process to submit • Plan benefits and member information accessible out-of-network claims on behalf of the member through the EyeMed website • 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

Participating in the Assignment plans is beneficial to you, your practice and your patients. Some of the benefits of participation include: • No need for individual contracts with each carrier • No individual credentialing; the agreements have delegated credentialing • Access to participate on more vision care plans than a stand-alone optical center or doctor’s office • No requirement to use carrier’s labs or products • Alignment with the store to provide a full-service location to the customer/patient • Payment is issued to the provider at the same time the Assignment department submits the claim to the vision carrier

Relationships that Include Luxottica Independent Affiliated Doctors Luxottica Independent Affiliated Doctors are included in agreements where the vision carrier has delegated credentialing to the Assignment department. These agreements are entered under the LRNA Tax ID 31-1339854. Listed below are the national in-network relationships that include the Independent Affiliated Doctors:

• Avesis • Advantica • Alwaysvision (Starmount) • Davis Vision • Heritage • Healthpartners (exams only) • Superior Vision • Envolve Vision • Community Eye Care • Outlook Vision (Discount) • Physicians Eye Care • Cigna (does not apply to Pearle Vision)1 • UPMC – Direct • Quality Vision Discount Pan • Coast to Coast Discount Plan • Vision Care Advantage Discount Plan • VSP - Out of Network (does not apply to Pearle Vision)2 • MetLIfe – Out of Network (does not apply to Pearle Vision)2

• United Health Care (Spectera)3

For more detailed information for each of the plans that we contract with for you, click the company’s name above.

1Does not apply to Pearle Vision except Pearle Licensed Operators that have chosen not to contract direct with VSP and who remain under our agreement with Cigna. 2The Luxottica Assignment department does not have a contract with VSP/Metlife. This is strictly an out-of-network relationship; however, Independent Affiliated Doctors have the option to process out-of-network claims electronically through the assignment process vs. mailing paper claims direct to VSP/Metlife. 3Excludes Pearle Licensed Operators who must contract directly with UHC/Spectera.

Tasks and REQUIREMENTS FOR SUBMITTING AN ASSIGNMENT CLAIM Instructions • Eligibility must be verified direct with the vision carrier prior to servicing the patient (see How to Verify Member Eligibility below) • Patient information must match what the vision carrier has on file (do not use nicknames) • Enter subscriber information if different than the patient/customer • When submitting for a contact lens fitting, ensure the customer is not intending on getting glasses; several plans lock the member into getting contacts if a contact lens fitting is submitted

HOW TO VERIFY MEMBER ELIGIBILITY Eligibility must be verified direct with the vision carrier prior to servicing the patient (Tax ID to use: 31-1339854). EyeMed does not hold membership/eligibility. Each insurance carrier has a different method to verify member benefits and eligibility. Some offer a website or an Interactive Voice Response (IVR) system, while others may require you to speak to a representative. We have provided a REFERENCE GUIDE to assist you at the end of this section. .

CONTRACTING DIRECTLY WITH CARRIERS THAT DO NOT DELEGATE CREDENTIALING Some vision carriers require an independent provider (doctor) to contract direct with them versus being included in our agreements. You are welcome to contact these vision carriers directly. Listed below are some of these plans and how to contract directly with them.

NVA • Independent Affiliated Doctors must contract direct for network participation https://www.e-nva.com/nva/content/home/ home.jsf • Choose “Sitemap” at the bottom of the screen • Under eye care Professionals – choose New Eye Care Professional Enrollment • Follow instructions provided • Pearle Vision licensed operators are encouraged to contract direct but may request to file under the agreement, if they have another location that files through us

VBA • VBA Provider Relations department: 1-800-432-4966 • Identify your location as part of Luxottica • VBA requires full location participation; (if the Independent Affiliated Doctor chooses not to participate, the store is automatically removed from the network)

MES (Primary West Coast) • Submit email to: [email protected] • Identify yourself as a doctor next to one of our locations or as a Pearle Vision independent location • Request a contract

NBN (Primarily WA) • Call NBN direct at 1-800-732-1123 (Local: 1-206-726-2780) and indicate you are looking to contract direct • You will be transferred to a representative in their provider relations area

Blue Cross Blue Shield • Local Blues plans such as Regence WA, Premera, Regence OR, Blue Cross Blue Shield MI, Excellus etc. require you contract direct

SUBMITTING A CLAIM Claims are submitted to the Assignment department via the EyeMed website, under the Plans option.

1. You must first click on “Assignment plans” when filing an Assignment claim. Failure to do so will result in the claim not being processed or payment retracted due to missing information.

2. On the next screen you will have the option of looking for a plan by name or by a plan ID. You will also be entering the patient’s date of service on this page. Once Assignment has received your claim and processed it, payment will be issued to the provider.

VOIDING CLAIMS AND/OR RETURN OF SERVICE • Claims that have not billed out (pended status, not submitted) can be voided by the provider through the EyeMed website • If payment has been generated, the provider will need to contact the Assignment Call Center (877.313.1752) to request the claim to be voided and payment retracted • Return of services should be handled by contacting the Assignment call center

BENEFIT CALCULATIONS In an effort to simplify the process, plans are setup to automatically calculate benefits based on the member being eligible for all services • Members may not always be eligible for all services • It is imperative that the provider verify eligibility prior to rendering any services to the member • If the member is not eligible for a service, we ask that you either do not submit that service, as part of the claim or that you contact our Assignment call center and request a modification of the claim

NOTE: The EyeMed website does not allow benefits to be edited. CONTACT BENEFITS: Most vision carriers that we work with include the contact lens fitting as part of the contact lens material benefit. And most vision care plans allow the member to receive Contacts OR Frame & Lenses. If the member is requesting the fitting to be submitted to their vision carrier, make sure the member is either getting contacts OR they have a plan that considers the fitting a separate benefit from the material services (such as Davis Vision).

RECEIVING PAYMENT • After the provider finalizes/submits the claim, the claim will be placed in a pended status until it is billed to the carrier; once billed to the carrier, payment is automatically issued to the provider • If a claim remains in a “pending” or “not submitted” status for longer than three weeks, contact the Assignment call center (877.313.1752) to review the information submitted. Do not resubmit the claim as it will delay processing. • If the vision carrier denies the claim, an “intent to with-hold” letter will be sent to the provider indicating the denial • If the provider does not provide us with corrected information, the initial payment will be withheld • It is recommended the provider submit claims on a daily basis. The EyeMed website only allows 90 days for you to file a claim. If the date of service is older than 90 days, a paper claim will need to be submitted to the Assignment Department

NOTE: Most of the vision carriers we work with have filing limits in the 60 – 180 day range.

PROCESSING VSP & METLIFE OUT-OF-NETWORK CLAIMS • Out-of-network eligibility, authorization and benefits will be needed at the time services are provided • Call 1-800-877-7195, VSP’s Interactive Voice Recording (IVR) for both VSP & Metlife • Select the appropriate VSP or Metlife out-of-network plan through the Assignment option of the EyeMed website

PLAN EXAMPLE: Metlife member has a $45 exam allowance and $10 copay Select plan “Metlife Exam $45 Allowance $10 Cpy” • Patient’s out-of-network benefits will automatically calculate for you, and the claim will be submitted on your behalf • Payment will be sent with your standard Assignment payments, not from the vision carrier; as with all Assignment payments, if the claim is denied, payment will be retracted

F.A.Q. Who do I call with questions about Assignment plans? The Assignment call center: 1.877.313.1752 (M-F 8:30 – 5:00pm EST)

The call center can assist with: • Claim submission (how to) • Claim status • Payment inquiries • Claim void requests • Denials • Corrections/adjustments to claims • Assistance in locating the correct plan in the system

• General questions/concerns

What should I do if I want to opt out of the Assignment plans? Please request an “opt out form” by emailing [email protected].

What is the Luxottica Retail North America Tax ID number? 31-1339854

What should I do if a customer returns services on a claim already submitted? Contact the Assignment call center and request a void form.

What do I do with communications I receive directly from the Vision Carriers? Communications received from a Vision Carrier you participate with through the Assignment department should be sent to the Assignment department. You may scan and email them to [email protected] or fax them to 513-492-5311.

Resources

(Click the name of the resource for access)

THE ASSIGNMENT CALL CENTER 1-877-313-1752 (Monday - Friday, 8:30 am - 5:30 pm, EST)

Assignment department email: [email protected]

CARRIER INFORMATION FOR CHECKING PATIENT ELIGIBILITY

CARRIER ELIGIBILITY OPTIONS AUTHORIZATION PLAN NAME FORMAT ADDITIONAL INFO # REQUIRED?

Advantica 1-866-425-2323 or No auth or ref # given Plans start with Advantica www.advanticabenefits.com

AlwaysVision 1-888-729-5433 or Authorization Plans start with www.alwayscarevision.com (Required) Always vision. memersrs User Name plan identified by “V” and Target: TO +4 Digit Store # 3#’s Sears: SO + 4 Digit Store # Pearle: PV+4 digit store # Password: Vision17 for all Brands Note: Use legacy store #

Avesis 1-800-952-6674 Authorization Plans start with Avesis. Ensure member is getting (Required) There are several formats, contacts before submitting depending on the Group. for contact fitting, as once Examples: the contact fitting is Avesis 905 submitted, it blocks member Avesis Deltavision DDMN01 from purchasing frames Avesis 050130CZ and lenses.

Cigna 1-877-478-7557 Authorization Plans start with Cigna Ensure member is getting (Required) followed by group # contacts before submitting for contact fitting, as once the contact fitting is submitted, it blocks member from purchasing frames and lenses.

Community 1-888-254-4290 Authorization Plans start with “Community Eye Care (Required) Eye” and are broken out by Exam. Exam & Fit, Contacts and Frame & lens

Davis Vision 1-800-773-2847 Authorization Plans are setup by Group or www.davis vision.com (Required) employer name User name: 1+ Lux legacy store # NOTE: We do not partici- Passcode: Cole2013Jan pate on all Davis networks.

HealthPartners 1-952-883-5000 No auth or ref Plans start with “Health We try to use the employer # given Partners” and followed by group name listed on the exam copay amount Davis website

Heritage 1-800-252-2053 Authorization Plans are set up by Group (Required) or employer name

Envolve Vision 1-800-840-7032 No auth or ref # given

CARRIER ELIGIBILITY OPTIONS AUTHORIZATION PLAN NAME FORMAT ADDITIONAL INFO # REQUIRED?

Physicians Eye Care 1-800-368-9609 Authorization Plans start with “ Envolve” and (Required) are broken out by Exam. Exam & Fit, Contacts and Frame & lens

Superior Vision 1-800-507-3800 or Reference # Plans start with “Physicians Ensure member is getting www.supervision.com or Eyecare (PEP)” Exams, contacts before submitting partner with retail store to use the contacts and frame & lenses for contact fitting. Vision Care Portal are setup seperately

UPMC 1-877-648-9621 No auth or ref # given (Commerical)

VSP Out 1-800-877-7195 or the doctor Authorization Exam plan names begin with of Network may partner with the store to (Required) “VSP Exam” and include the obtain eligibility, auth and Plan exam allowance and copay. ID through the Vision Care Portal Example: VSP Exam $50 Allowance $10 Cpy

Contact plan names begin with “VSP Contact” and i nclude allowance amount. Example: VSP Contact $105 Allowance

United Health Care 1-866-644-3414 or Authorization Exam plans name starts with (Spectera) www.spectera.com or (Required) “Spectera” and includes mem- The doctor may partner with the ber’s plan code. store to obtain eligibility, auth Example: Spectera AV and Plan ID through the Vision Contacts are listed separately Care Portal. by allowance/copay. Example: Spectera Contact $100/$25 CPY

MetLife Out of 1-800-877-7195 or the doctor Authorization Exam plan names begin with Network may partner with the store to (Required) “MetLife Exam” and include obtain eligibility, auth and Plan ID the exam allowance and copay. through the Vision Care Portal Example: MetLife Exam $50 Allowance $10 Cpy

Contact plan names begin with “MetLife Contact” and include allowance amount. Example: MetLife Contact $105 Allowance

ENROLLING IN MEDICARE IMPORTANT! READ BEFORE CONTINUING: If you elect to formally opt out of Medicare, you may not participate with any EyeMed plan. If interested in enrolling in Medicare, here are some instructions and tips: 1. Log onto https://data.cms.gov/revalidation and enter your name and NPI#.

• If the indication by your name states “Revalidation Due Date- TBD,” you are enrolled with Medicare and not due to revalidate within the next six months. *You will receive an email/ letter informing you when Revalidation is due.

• If the indication by your name states “Revalidation Due by XXXXXX:”

1. Log onto the PECOS site at https://pecos.cms.hhs.gov/pecos/login.do#headingLv1 2. Watch the tutorial for completing the revalidation form, complete the form online and submit it (We recommend printing/saving a copy for your-self as well.)

• You can also download a copy yourself if you prefer to fill out a manual application * a. Log onto www.cms.gov. b. Select the “Medicare” tab to the left in the gold box. c. Scroll down to “Provider Enrollment and Certification” (In the right column) – select “Medicare provider/supplier Enrollment.” d. Under the column on the left, select “Enrollment Applications.” e. Choose “CMS 855i.” f. Complete the applicable sections.

2. If the message reads “No providers matched your search criteria,” you will need to download a copy of form 855i available at http://cms.gov/Medicare/CMS-Forms/CMS-Forms/downloads/ cms855i.pdf a. Complete the applicable sections. b. To find the Medicare fee-for-service contractor serving your state please, return to the “Overview” section at https://www.cms.gov/Medicare/Medicare.html and select the first download titled, “Medicare Fee-For-Service Contact Information.” c. Your application must be mailed in with the form signed with blue ink; no electronic signatures are accepted.

05) OD Practice Marketplace and Other Benefits

In this section, you will learn: • Benefits of using the OD Practice Marketplace to receive discounts for professional use • List of vendors and their offerings • Other benefits to you for being a Luxottica Retail affiliated doctor

Why is this important? The OD Practice Marketplace can help you better manage your business, drive results in your practice and enhance your patient’s clinical experience.

What metrics or standards How often does this happen? does this impact? Whenever you are in need of a service Practice revenue and other metrics that the OD Practice Marketplace depending on the service. provides. The Marketplace Catalog will be updated at least twice a year.

This section outlines the benefits of your complementary membership to the OD Practice Marketplace, the purpose of the OD Practice Marketplace catalog and how you can take advantage of the marketplace to grow your practice.

What You Using the bargaining power of Luxottica Retail Optical North America, we invite Need to you to take advantage of pricing discounts on goods and services to help you Know manage your business, drive your practice and enhance your patient’s clinical experience. Membership to the OD Practice Marketplace is complementary with your Luxottica sublease and provides special pricing on items like exam instruments and access to custom programs for your unique practice modality.

THE OD PRACTICE MARKETPLACE CATALOG The interactive OD Practice Marketplace catalog is a digital catalog that contains product overviews available by vendor. In many cases, you can click a vendor hyperlink from the Index page to access a vendor’s catalog, website and more details about their products and services. You can also contact a company representative directly for pricing and additional information.

NOTE: If you’d like us to add a potential vendor to the catalog, please contact us so we can leverage our 2,500+ locations to attempt to negotiate the best pricing on your behalf. We will work with vendors throughout the year to include them in the next catalog edition. To contact us, send an e-mail to:

[email protected]

The OD Practice Marketplace catalog will be published at least twice a year, updating vendors, products and offers as they become available. NOTE: Prices are exclusive to Luxottica Retail affiliated doctors. Products and services purchased must be delivered to and installed (where applicable) in a Luxottica Retail place of business. Participating suppliers reserve the right to add or pull special promotions at their discretion without notice.

BENEFITS FROM THE MARKETPLACE

Manage Your Business Successful businesses find ways to improve profitability levels, streamline costs, and eliminate waste. Whether you’re opening a new practice or researching goods and services for your existing practice, the vendors in the Manage Your Business section are here to help make you successful.

Drive Your Business Are you driving your practice with optimized resources? Here, you’ll find billing services, marketing support and special pricing on contact lenses and eye drops. For doctors who aren’t selling contact lenses, the contact lens vendor information is provided as direction on how to purchase medically necessary contact lenses.

Enhance Your Patient’s Clinical Experience Want to improve your patient’s experience and don’t know where to start? You’ve arrived! Here you’ll find vendors with special pricing on instruments and technology for your practice. While you’re checking out the instrument vendors, be sure to give VueCare Media a look for the latest in patient education and marketing software. Go to the OD Practice Marketplace

Other Benefits ANNUAL COMPLIMENTARY EYEWEAR CERTIFICATES* Subleasing doctors receive a complimentary eyewear certificate from Luxottica after one full year of affiliation, and annually thereafter. The certificate allows for a frame value of up to $500 on selected frames and no limit on the cost of the lenses.* Certificates will list where the certificate may be redeemed. Certificates are issued one per doctor; if a doctor holds multiple leases, they do not receive one per lease or location. If you do not receive the certificate after a year of affiliation, you have 30 days to call and have the certificate reissued. Lost, misplaced or stolen certificates will not be reissued. In addition to the annual complimentary eyewear certificates, we honor doctors for every five years of our relationship with a distinctive Anniversary Award. When you reach one of these impressive milestones, you will receive an additional anniversary Eyewear Milestone certificate. This additional certificate is under the same guideline as your regular Anniversary certificate with the exception that the milestone certificate can be used by yourself, or you can share it with anyone you choose.

RECIPROCAL DISCOUNTING Your sublease agreement does not require that the optometrist next door to the store provide a discount on eye exams and/or contact lenses to retail associates. Your business is independent; therefore, it is the doctor’s choice to extend reciprocal discounting.

FRIENDS OF LUXOTTICA DISCOUNT CERTIFICATES* -- discounts for you, your staff and your immediate family members Around November each year, Luxottica distributes 50% discount certificates for a complete pair of eyewear to Independent Affiliated Doctors and their staff that may be distributed to friends and family (six coupons per associate). In order to allow time for printing of certificates, there is a cut-off date (around August 1st) for annual distribution to new sublease locations in late fall. Independent Affiliated Doctors have until December st31 to call if your location did not receive the certificates in the fall. Contact [email protected] for any questions or concerns.

*Programs are subject to change.

Resources

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OD PRACTICE MARKETPLACE

For questions regarding other benefits, contact [email protected]

06) Office Start Up

In this section, you will learn: • Tasks that should be performed by Independent Affiliated Doctors prior to seeing patients in new offices

Why is this important? Trying 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 your first patient is seen will allow you to focus on being a doctor and delivering 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.

What metrics or standards How often does this happen? does this impact? Once when you are starting • Patient experience up a new office. • Patient retention

Checklists are great for ensuring everything gets done before you start seeing patients. We recommend that you print out the checklists in this section and use them as you plan your time leading up to seeing patients. These checklists are also found in your Doctor Onboarding Navigation Guide.

What You Below is checklist of practical things that you may need to know about your Need to practice and the space around you. The Store Manager may be a good person Know to ask about some of these items.

PRINT THIS CHECKLIST

Hours of operation, what are they? Lighting: Where are the controls, breakers, switches? Security during hours of operation Security after hours Bank deposits: Discuss recommended safety precautions Key Control: Who has it? Outside Access: In side-by-side offices with no access between the office and the retail store you should receive a key to the office. Office Access from Within the Retail Store: Many offices are located with an entrance connected to the Retail Store. If you require before-, or after-hours activities in the office, please contact the Store Manager, who can then inform the Regional Manager of the request. Trash: Where is it taken? Mail: Where is it picked up? Patient accidents: What are the procedures? Signage: What is permitted? Evacuation procedures: What are they? Accessibility requirements: Refer to the Compliance Standards section of this Resource Guide to ensure your practice is accessible to all patients including those with disabilities.

Tasks and Here is a checklist of tasks you may need to accomplish as you establish your Instructions new practice. It is not intended to be a comprehensive list, and not all steps apply to all brands or affiliation arrangements. This checklist is designed to cover some of the main items in starting up a new practice, and there may be additional items you want to complete based on your location, personal circumstances or personal experience. PRINT THIS CHECKLIST

These Steps Should Be In Process Already. If you are looking at this checklist in preparation to starting up a new office, the four items below should already be completed or in process. They are COMPLETE extremely important do complete as soon as possible.

Malpractice and Liability Insurance (required prior to practicing), see OD Practice Marketplace Get credentialed with EyeMed Complete CAQH credentialing process Obtain credentialing for other Vision Care programs through Assignment (TO, SO, PV) or OD- Cred (LC or LC at Macys) Office Start-Up Tasks Below are some considerations for starting up a new practice. Some of these may not be applicable to your affiliation arrangement.

Hire staff Discuss starting a business with an attorney and/or CPA Go to S.C.O.R.E. to discuss starting a business Request a Business Tax Kit from the IRS online 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 requirements; 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. Arrange for credit card merchant services (see the OD Practice Marketplace)

continued... Contact Small Business Administration for business advice Set up payroll and bookkeeping system Review preferred vendors and discounts for doctors in the OD Practice Marketplace Ensure your phone lines are working properly Ensure your office network wiring is functioning properly Arrange for an Internet Service Provider if required Take inventory of supplies and order where appropriate Order Rx pads Discuss and investigate preferred EHR vendors if applicable Inspect exam instruments to ensure they are working properly Review exam instrument maintenance procedures with staff Take inventory/order contact lens trials Choose how to order contact lenses (only affiliated ODs who sell contact lenses) Take inventory/order contact lens solution sample kits For Affiliated ODs that do not sell traditional contact lenses, set up accounts with vendors that you wish to obtain medically necessary contact lenses from Learn how contact lens rebates work Review the section on Compliance Standards and what you should know about ADA compliance and other workplace standards Perform a walk-through of your practice with the Regional and Store Managers (you should communicate with your Regional Manager to schedule this if they haven’t done so already) Think about any questions you have on topics related to practicing optometry: ancillary services, contact lens modalities, full scope practice, etc. and contact your Senior Eye Care Director to review Survey doctors in the area to determine competitive fee structure. (Go online and google optometrists near me. Look for the top three or four that appear. Remember that most patients make decisions about where to receive healthcare online…your competition is not always the practice next door to you.) Think about any topics that you want to ask your Regional Manager that relate to your business or the retail part of the brand 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 Regional Manager

Resources

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OD Practice Marketplace

07) Goods and Services

In this section, you will learn: • Policy on whether the doctor’s office or the retail store pay for specific supplies • Recommended supplies to have in stock prior to seeing patients • How to order prescription pads and business cards

Why is this important? Knowing the brand’s policy on “who pays for what” will reduce misunderstandings that may arise between a doctor’s practice and the manager in the retail stores. Being able to inventory your supplies when starting a practice, and on a regular basis, will mean you can properly care for your patients without running out of a needed supply.

What metrics or standards How often does this happen? does this impact? When starting a new practice or • Patient experience when ordering replacement supplies. • Patient revenue

As an Independent Affiliated Doctor, you are responsible for ensuring your practice has the clinical and administrative supplies necessary to operate appropriately. In this section, you’ll find:

• A list of available supplies, where to order them and who pays for what • A list of supplies recommended to run your practice • Instructions for ordering prescription forms and business cards • Information on credit card merchant services

What You Who Pays for What Need to The chart below shows what products are available for Independent Affiliated Know Doctors, where to order them and who pays for the supply.

Where to order: Brand Pays for the Supply eyeNet/CIAO! Doctor Pays for the Supply Hilco or OD

OFFICE SUPPLIES LensCrafters Sears Target Pearle Vision LC@Macy’s

Bulbs and Fuses

Batteries for OD equipment

Standard Batteries

Chinrest Tissues

Dust Covers

Color Tests

Stereo Tests

Occluders

Rotocharts

Blower Brushes

Printer Paper for OD Equipment (rolls)

Printer Copy Paper (8.5 x 11)

Contact Lens Supplies - N/A N/A N/A OD Sells Contacts

Contact Lens Supplies - OD Does Not Sell Contacts

Patient Info Form - 3004285

LC Spectacle RX Form #3019370 N/A N/A N/A N/A

OFFICE SUPPLIES LensCrafters Sears Target Pearle Vision LC@Macy’s

Sears Medical and Spectacle RX N/A N/A N/A N/A Form #3020571

Target Optical Consultative Rx Form N/A N/A N/A N/A #3007997

Pearle Rx Form #3006495 N/A N/A N/A N/A

Diagnostic Drugs

File Cabinets

WA Hand Instruments/Chargers

Penlights

Goldman Tips

Trial Frames

Blood Pressure Kits

Snellen/ Near Vision Charts

Volk Lenses - 20D

Volk Lenses – 78D or 90D

Projector Slides N/A

Post Mydriatic Specs

Disinfecting Supplies

Business Cards BCI BCI BCI BCI BCI

LC Ink Cartridges for CLARIFYE™ N/A N/A N/A printers

Ink Cartridges for all other printers

Other Doctor Supplies PRINT THIS CHECKLIST 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. • 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.

SUPPLY: Front Desk INVENTORY

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)

continued...

Patient Forms INVENTORY

Brand Specific Rx Forms* Patient Information Forms* Exam Recheck Forms Contact Lens Recheck Forms Professional Referral Form Recall Cards Rx Form For Pharmacy/Meds INVENTORY Jeter Supplies, if applicable INVENTORY

Jeter Files Letters Name Labels Annual Stickers Other Stickers

Third Party Billing Forms INVENTORY

HCFA Forms Medicare Forms Vsp Form Other Third Party Forms

Credit Card Supplies INVENTORY

Bank Deposit Slips Credit Card Processor

continued...

Envelopes INVENTORY

Large and Small Business Envelopes Large and Small Manila Envelopes Padded Manila Envelopes

General Cleaning Supplies INVENTORY

Surface Cleaning Solutions Glass Cleaning Solution Cleaning Cloths

Tech Rooms INVENTORY

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

continued...

INVENTORY Contact Lens Room INVENTORY

Contact Lens Cases (Plain, Flat Packs, Designer Cases, GP Cases)* Mirrors, Rx Job Trays, Tweezers Dust Covers* Starter Kits* INVENTORY Solutions For Insertion & Removal (Saline, Cleaners, Disinfection)* Kleenex/Paper Towels Contact Lens Bags For Supplies (Large and Small) Vial Caps/Crimper Sample Drops (Re-Wetting, etc.) INVENTORY Contact Lens Order Forms Contact Lens Patient Information Forms Contact Lens Inventory Form Modification Unit and Tools Contact Lens Polish Contact Lens Removers Trial Lens Sterilization Unit

continued...

Exam Rooms INVENTORY

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

continued...

INVENTORY Miscellaneous Supplies INVENTORY

Light Bulbs Garbage Bags Breath Mints Deodorant

Ordering Prescription Forms We work with Staples to print your prescription forms for each brand. To order both eyewear/ contact and medical prescription forms you should do the following for both new and replacement orders: 1. Place the order in eyeNet/CIAO! 2. A representative from Staples will contact the practice in 24 to 48 hours, after the order has been received, to acquire the doctor’s information. If you wish to have your logo on your prescription forms the representative from Staples will instruct you on how to provide this for them. 3. Prescription forms should be received at your practice in 7 to 10 business days after Staples contacts the practice.

NOTE: You may receive a paper fax-in reorder form from Staples with your prescription form order. Please use eyeNet/CIAO! instead of this form.

Ordering Business Cards Business cards are ordered through BCI using a Business Card Order Form found in OneLuxottica. Log into OneLuxottica and navigate to File library > Global and local folders > Retail North America > Indirect Procurement > Business Card Order Form. If you do not have access to OneLuxottica please ask your Store Manager for assistance.

Credit Card Merchant Services Luxottica has partnered with Total Merchant Services (TMS), who have been providing credit card processing services since 1996, servicing both the US and Canada. They concentrate their focus on medical practices and are known industry wide for a high level of customer service and client satisfaction. TMS has instituted a seamless process to maintain PCI compliance required annually by the card associations, making it simple and hassle-free for the practitioner. TMS offers mobile payments, check guarantee services, gift card services, online payment gateways and complete point of sale systems. They’ve maintained a BBB rating of A+ and represent dozens of professional associations as their preferred provider of these services nationwide.

Some of the benefits to Luxottica doctors include: • State of the art, high speed or dial-up, PCI Compliant, smart card terminal (valued at $795) at no cost whatsoever! This terminal will enable you to accept both Apple Pay and Google Wallet Smart phone payments as well! Additionally, all of our equipment offers a lifetime replacement warranty at no charge! • Guaranteed lowest pricing • Free technical support available 24 hours a day, 7 days a week • Turn-key installation and training to insure maximum profitability at patient check out • No long-term contracts!

Find out more about Total Merchant Services and how to get started in the OD Practice Marketplace.

Other Good and Services Be sure to check out the latest edition of the OD Practice Marketplace for other services that will help manage your business, drive your practice and enhance your patient’s clinical experience.

Resources

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OD Practice Marketplace

08) Internet and Phones

In this section, you will learn: • An overview of networking and phone line configurations depending on characteristics of your practice • Suggestions for how to manage data • What to consider for Internet service in your practice

Why is this important? Phone lines, networking and Internet service allow you to communicate both internally and externally, which is critical to any business. You and your patients also need to connect with each other, whether they are scheduling an online appointment, calling to ask a question, or viewing health and wellness information inside your practice, such as retinal photos.

What metrics or standards How often does this happen? does this impact? This section can be referred to • Patient traffic anytime you are seeking to increase or decrease technology related to • Number of exams phones and Internet. • Patient experience • Patient retention

What You Need to Know

NETWORKING AND Data (Communications) Wiring within the Office PHONE LINES How your computers and exam instruments are networked and how you use them in your practice will vary. The telephone and data wiring within the office also varies depending on when the store was built and whether revisions to the original wiring layout have been made along the way. This provides you with some examples of how the data wiring might be configured in the office.

Common Wiring Configurations Most of our locations built in the last 15 years have cables within the walls and data jacks that connect areas such as exam lanes, pretest rooms and reception desks. Here are some possible wiring configurations that you will see: • Data jack to data jack: A data jack in one room may be connected to a data jack in another room via cabling within the wall. This is done to create local network to connect instruments such as a retinal camera in pretest to a review station in the exam lane. • Data hub with data jacks: You may find a data hub (i.e., patch panel with multiple data jacks) in one location such as an exam lane with data jacks in other rooms. When the store was built, we installed this for your use. You may use the data hub to create your own local network in the office by adding a router or switch at the hub. You may also find that there is a telephone line or cable at the data hub that goes to the telephone room for Internet.

Networking and Here are a few tips to help you understand, set up and/or use your Phone Lines, cont. wiring configuration appropriately. • You may find a data jack in each room with the same code. As an example, if you see “D1” in two rooms, it’s likely that the two data jacks are connected by a cable within the wall. • In some locations there is a network for the doctor office and a network for the store. The data jacks may be a different color for one than the other. As an example, the doctor data jacks may be blue and the store data jacks may be orange. • Use CAT5 cables to connect computer hardware (PCs, switches, routers) to data jacks. • Similar to extension cords, CAT5 cables can be purchased in various sizes. Measure before you purchase. Purchase the size you need so that excessive and unsightly cable is not visible. • CAT5 cable comes in various colors. Suggest an aesthetic color such as white or black. • You will find that the price for CAT 5 cable is lower at big box hardware stores than at office supply stores. • Purchase CAT5 cable and not CAT6 cables.

Here are several suggestions for dealing with data. • Data jacks: Never ever plug your computer and/or computer cable into a data jack that is used for the Luxottica point-of-sale network. • Wireless routers: If you have a wireless router on your network, always password protect it. Password protection will prevent unauthorized access. • Support: If you’re experiencing issues with Luxottica supplied telephone or data, the Store Manager should contact Luxottica IT Support for assistance. • Running cable/adding data jacks: Seek guidance and permission from store/field management before running cable and/or adding data jacks to the office. • Stores without data cabling: If you determine that you do not have data cabling at your location, consult with the field operations manager about your options.

TARGET OPTICAL While the information below is specific to Target Optical stores built in LOCATIONS and after 2016, many of the principles apply in stores built prior to 2016. TELEPHONES The telephone voice line: During construction of the location, a business telephone line and number are requested from the local telephone line for your practice. This number is for your use while you are subleasing the location. Fax machine and number: The Target Optical store has a fax machine and number. You are welcome to use the fax machine for inbound and outbound faxes. Credit card machine: If your bank or merchant services organization offers you an option of an Internet-based credit card machine or dial-up, we recommend that you take the dial-up option. The suggested installation is based on how the office layout is configured: • Two-door location: A telephone data jack (shares the same number as voice line) was installed under the reception desk. Plug your credit card machine into this data jack. • One-door location: A three-in-one fax/printer/copier is located under the Target Optical cash wrap. Plug the data jack into the rear of the three-in-one unit. Telephone hardware: For 2016 and newer store openings, the AT&T model TL86109 telephone hardware is provided. The hardware consists of a corded base unit that includes an answering machine and a separate wireless handset. The suggested use of the telephone hardware is based on how the office layout is configured: • Two-door location: Install the corded base unit at the reception desk and use the cordless handset in the exam lane. At your discretion, when the cordless handset is not in use in the exam lane, the handset could be shared with the Target Optical Team Members to answer when you or a member of your staff is not in the office. • One-door location: Install the corded base unit in the exam lane. At your discretion, share the cordless handset with the Target Optical Team Members so that they can answer your telephone line.

Target Optical Locations, cont. Internet access: During construction of the location, we attempt to order Internet access with a minimum Internet download speed of 4 Mb/s and minimum internet upload speed of 512Kb/s. Unfortunately, internet access is not available at all locations. Additionally, it cannot be confirmed until it is installed and tested. Go to www.speedtest.net to test your Internet speed.

NOTE: Do not order a cloud-based electronic health record software until Internet speed has been tested.

OFFICE DATA NETWORK The data configuration in stores built in and after 2016 varies depending on office layout is configured as a one-door or two-door locations (with reception desk). Here are a few tips to help you understand, set up and/or use your data configuration appropriately. • Use CAT5 cables to connect computer hardware (PCs, switches, routers) to data jacks. • Similar to extension cords, CAT5 cables can be purchased in various sizes. Measure before you purchase. Purchase the size you need so that excessive and unsightly cable is not visible. • CAT5 cable comes in various colors. Suggest an aesthetic color such as white or black. • You will find that the price for CAT 5 cable is lower at big box hardware stores than at office supply stores. • Purchase CAT5 cable and not CAT6.

Target Optical Locations, cont. ONE-DOOR LOCATION Exam lane: In the exam lane, under the doctor desk you will find five data jacks: • Data jack for corded base unit: This is where you plug in the corded base unit. • Data jack for doctor DSL: If DSL (Internet) is available for your location, this is where you will plug in the DSL modem. Plug your computer hardware and/or router/data switch into the modem. Some modems also act as router/data switch. • Two data jacks that connect to data jacks in the pretest area: The data jacks are marked by a numeric and/or alphanumeric label. Identify these two data jacks by matching the number or alphanumeric label with the same identifiers in the pretest area. • Intended use: Use one or both of these data jacks if you want to network a retinal camera or other device with a computer review station in the exam lane. • One data jack that connects to data jack under the cash wrap: The data jack is marked by a numeric and/or alphanumeric label. Identify this data jack by matching the number or alphanumeric label with the same identifier under the cash wrap. • Intended possible use: • EyeNet or Ciao point-of-sale computer: If a Target Optical owned point-of-sale computer is located in exam lane, the computer would connect to the server under the cash wrap using this cable.

NOTE: Never plug a non-Target Optical-owned computer into this data jack if it is connected to the point-of-sale network. • Internet (non dial-up) merchant services terminal: If you have DSL service in the exam lane, you can utilize an Internet merchant services terminal at the cash wrap by plugging in the merchant services terminal into the data jack at the cash wrap with a number that matches the number on the data jack in the exam lane. In order to activate, in the exam lane, connect a cable between the data jack in the exam lane and the router or data switch.

If you use a dial-up merchant services terminal, plug the telephone line into the rear of the three-in-one printer/fax/copy machine.

Stores opened in 2017 have a separate data jack under the cash wrap for your merchant services terminal.

Target Optical Locations, cont. TWO-DOOR LOCATION Exam lane: In the exam lane, under the doctor desk you will find six data jacks: • Data jack for corded base unit: Suggest you use data jack at reception for corded base unit; however this is also an option • Data jack for doctor DSL: If DSL (Internet) is available for your location, this is where you will plug in the DSL modem. Plug your computer hardware and/or router/data switch into the modem. Some modems also act as router/data switch. • Two data jacks that connect to data jacks in the pretest area: The data jacks are marked by a numeric and/or alphanumeric label. Identify these two data jacks by matching the number or alphanumeric label with the same identifiers in the pretest area. • Intended use: Use one or both of these data jacks if you want to network a retinal camera or other device with a computer review station in the exam lane. • One data jack that connects to data jack under the cash wrap: The data jacks are marked by a numeric and/or alphanumeric label. Identify these two data jacks by matching the number or alphanumeric label with the same identifiers at the reception desk. • Intended possible use: If you have an Internet modem under the exam lane desk, you can connect hardware such as a workstation, network printer, or Internet merchant services terminal at the reception desk to the modem using these data jacks. If you have all three at the reception desk, you will need to use a data switch at the reception desk to network all three items

NOTE: If you also want a network printer in the exam lane, you will not need a wall data jack. Plug the network printer into the modem (if it is also a router), a router, or data switch. If you are using a printer as a local printer, plug it directly into the workstation.

Target Optical Locations, cont. Reception desk: At the reception desk you will find five data jacks. • Data jack for corded base unit: This is where you plug in the corded base unit. • Data jack for dial up merchant services terminal: This is where you plug in your merchant services terminal. The line is shared with your voice telephone line regardless of whether the corded base unit is installed in the exam lane or reception desk. • Two data jacks that connect to data jacks in the exam lane: The data jacks are marked by a numeric and/or alphanumeric label. Identify these two data jacks by matching the number or alphanumeric label with the same identifiers in the exam lane. • Intended use: If you have an Internet modem under the exam lane desk, you can connect hardware such as a workstation, network printer, or Internet merchant services terminal at the reception desk to the modem using these data jacks. If you have all three at the reception desk, you will need to use a data switch at the reception desk to network all three items.

NOTE: If you are using a printer as a local printer, plug it directly into the workstation. • One data jack that connects to data jack under the cash wrap: The data jack is marked by a numeric and/or alphanumeric label. Identify this data jack by matching the number or alphanumeric label with the same identifier under the cash wrap. • Intended possible use: • EyeNet or CIAO! point-of-sale computer: : If a Target Optical- owned point-of-sale computer is located in exam lane, the computer would connect to the server under the cash wrap using this cable.

NOTE: Never plug a non-Target Optical-owned computer into this data jack if it is connected to the point-of-sale network • Internet (non dial-up) merchant services terminal: If you have DSL service in the exam lane, you can utilize an Internet merchant services terminal at the cash wrap by plugging in the merchant services terminal into the data jack at the cash wrap and plugging the data jack. If you use a dial-up merchant services terminal, plug the telephone line into the rear of the three-in-one printer/fax/copy machine.

LC@MACY’S While the information below is specific to the LC@Macy’s locations LOCATIONS built in and after 2016, many of the principles apply in stores built prior to 2016. TELEPHONES The telephone voice line: During construction of the location, a business telephone line and number are requested from the local telephone line for your practice. This number is for your use while you are subleasing the location. Fax machine and number: The LC@Macy’s location has a fax machine and number. You are welcome to use the fax machine for inbound and outbound faxes. Telephone hardware: For 2016 and newer store openings, Two telephones are provided. The telephone hardware consists of a base unit that includes an answering machine and a separate wireless handset. The suggested use of the telephone hardware is based on how the office layout is configured: • Two-door location: Install the base unit (with the message machine) at the reception desk and use the cordless handset in the exam lane. At your discretion, when the cordless handset is not in use in the exam lane, the handset could be shared with the LC@Macy’s employees to answer when you or a member of your staff is not in the office. . • One-door location: Install the base unit (with the message machine) in the exam lane. At your discretion, share the cordless handset with the LC@Macy’s employees so that they can answer your telephone line.

LC@Macy’s Locations, cont. Internet access: During construction of the location, we attempt to order Internet access with a minimum Internet download speed of 6 Mb/s and minimum internet upload speed of 512Kb/s. Unfortunately, Internet access is not available at all locations. Additionally, it cannot be confirmed until it is installed and tested. Go to www.speedtest.net to test your Internet speed.

NOTE: Do not order a cloud-based electronic health record software until Internet speed has been tested.

• One data jack that connects to data jack under the cash wrap: The data jack is marked by a numeric and/or alphanumeric label. Identify this data jack by matching the number or alphanumeric label with the same identifier under the cash wrap. • Intended possible use: • EyeNet or CIAO! point-of-sale computer: If a LC@Macy’s- owned point-of-sale computer is located in exam lane, the computer would connect to the server under the cash wrap using this cable.

NOTE: Never plug a non-LC@Macy’s-owned computer into this data jack if it is connected to the point-of-sale network. • Internet (non dial-up) merchant services terminal: If you have DSL service in the exam lane, you can utilize an internet merchant services terminal at the cash wrap by plugging in the merchant services terminal into the data jack at the cash wrap and plugging the data jack. If you use a dial-up merchant services terminal, plug the telephone line into the rear of the three-in-one printer/fax/copy machine.

INTERNET Internet access is an enabler to numerous business tools for today’s PROVIDERS optometric practice. With the appropriate Internet speed, you can access cloud based electronic health record software, patient appointment schedulers and other tools to make the practice more efficient and maximize the patient experience. Before making decisions on whether to use these tools in your practice, it’s essential to first understand the availability of the Internet at a specific location. Where agreed upon in the sublease agreement, Luxottica provides Internet service when it is available. Look to the Utilities section of your sublease agreement for guidance on whether this service is included in your sublease agreement. The type of Internet (DSL, fiber, cable), the provider (telephone provider, cable provider), and speed of service will vary greatly by location. There are locations where traditional Internet is not available at all. • For newly built locations, while the store is being constructed, the Luxottica Telecom/IT department does the research on the availability of Internet and attempts to install the Internet service based on internal guidelines so that the Internet is available for the opening of the location. Unfortunately, speed will vary and there are times when service is not available at all. • If you’re new to the location, it’s possible that Internet has already been installed. Begin by connecting a laptop or other computer into the modem or data jack. Check the Internet speed using www.speedtest.net. If the speed does not meet the minimum requirements for the electronic health record software or you can locate an Internet connection, ask the Store Manager to contact the Luxottica IT department and determine whether a higher speed Internet service is available for the “doctor Internet connection.” Unfortunately, speed will vary and there are times when service is not available at all. • If you have existing Internet service, and you want to increase Internet usage by adding a cloud base electronic health record software, you should start the process by checking the Internet speed using www.speedtest.net. If the speed does not meet the minimum requirements for the electronic health record software, ask the Store Manager to contact the Luxottica IT department and determine whether a higher speed Internet service is available for the “doctor internet connection.” Unfortunately, speed will vary and there are times when service is not available at all.

Internet Providers, cont. Your Practice’s Internet Needs Will Vary Your need for Internet bandwidth speed are dependent on how you use the Internet. Here are some examples of how you may use the Internet in your practice: • TAB: The Appointment Book (TAB) is Luxottica’s proprietary patient acquisition and retention software. The Internet speed requirements are fairly low for TAB. • Electronic health record software: There are two basic types of electronic health record software: • Installed on a local server: You install this type on your PC or computer server in the office. For this type of software, you interact with the software locally on your computer or server and only reach out to the Internet as needed. • Cloud-based: This software is accessible via the Internet. You log onto the software and interact with it via the Internet throughout the day.

Cloud-based electronic health record software Each brand of electronic health record software has its own minimum Internet speed requirements. Before signing up for a cloud-based electronic health record software, it’s imperative to research the required speed for the individual software and test your Internet connection. You can check the Internet speed using www.speedtest.net.

Internet Providers, cont. LENSCRAFTERS INDEPENDENT AFFILIATED DOCTORS: • When adding an electronic health record system in your office, especially a cloud based software system, ensure that you work with your EHR provider to understand the internet performance requirements to operate it. • Confirm whether the current office internet speed is sufficient to operate the EHR system by using www.speedtest.net. Approximately 3 Mbps of internet speed is required for all systems and instruments provided with your LensCrafters lease, so add on the performance requirement for the EHR system for the total performance requirement. • If the internet performance is determined to be adequate for all the systems, contract your IT specialist to connect your personally owned router into the Luxottica provided modem, at your own expense. Do not connect to the CLARIFYE router. Send questions to [email protected] and provide your Name, Store Num- ber, and Contact Information (email and phone number), along with a description of your internet question. • If the internet performance is determined not to be adequate for all systems, contract a separate internet service to be installed and maintained, including all required networking capability, at your own expense. Luxottica will not provide rent credits for the internet service to operate your personally owned equipment / systems.

LENSCRAFTERS EMPLOYED DOCTORS: • Contact [email protected] for an internet assessment to determine next steps. Provide your Name, Store Number, and Contact Information (email and phone number), along with a description of your internet question.

EECA INDEPENDENT AFFILIATED DOCTORS: • Contact [email protected] for an internet assessment for all Luxottica provided systems / instruments, including the office Revolu- tion EHR internet and Optomap Retinal Imaging instrument. Provide your Name, Store Number, and Contact Information (email and phone number), along with a description of your internet question.

Internet Providers, cont. EECA INDEPENDENT AFFILIATED DOCTORS, cont. • When adding any Doctor owned system or instrument in your office, ensure that you work with your vendor provider to understand the performance requirements to operate the system or instrument. • Confirm whether the current office internet speed is sufficient to- oper ate the doctor-owned system / instrument by using www.speedtest. net. Approximately 6 Mbps of internet speed is required for all the systems and instruments provided with your LensCrafters lease, so add on the performance requirement for your personally owned system / instrument for the total performance requirement. • If the internet performance is determined to be adequate for all the systems, contract your IT specialist to connect your personally owned router into the Luxottica provided modem, at your own expense. Do not connect to the CLARIFYE router. Send questions to [email protected] and provide your Name, Store Num- ber, and Contact Information (email and phone number), along with a description of your internet question. • If the internet performance is determined not to be adequate for all the systems, contract a separate internet service to be installed and maintained, including all required networking capability, at your own expense. Luxottica will not provide rent credits for the internet service to operate your personally owned equipment / systems.

What to Do When Luxottica Can’t Install Internet If Luxottica is unable to install Internet, how you will proceed will depend on your needs and what’s available. • If you only need Internet for TAB and to get insurance authorizations and make claims, you may be able to get away with using the host (Target Optical, Sears Optical, LC@Macy’s) wi-fi • You may be successful locating and installing DSL Internet through a local telephone company • Hotspot 4G cell service: While 4G hotspots using consumer-grade service are an option, you will want to do your homework on the quality of service, reliability and cost • Microspace Communication offers a new and innovative 4GLE service package to Luxottica Independent Affiliated Doctors

Internet Providers, cont. Microspace Communications (Service only available in US) RevolutionEHR has one of the lowest minimum Internet bandwidth requirements for a cloud electronic health record software program. For doctors unable to achieve Revolution’s Internet minimum bandwidth requirements via traditional methods such as DSL, RevolutionEHR has teamed up with Microspace Communications to offer a new and innovative 4GLTE service package. Microspace’s service is fully managed and helps make the process of installing the Internet simple and affordable. Additionally, our purchasing power has been applied to both the service and data pool. This helps minimize or eliminate the need to worry about data overages on the Cellcast 4G network. Unlike other providers, Microspace never throttles or limits bandwidth on Cellcast which helps ensure a quality RevolutionEHR experience. • 4G router and monthly service (wi-fi router available at additional cost) • 10 GB of data per month • No throttling of service • Pooled data protection with other doctors in your Luxottica brand • Additional charges when pool is exceeded • Two year transferrable contract • After one year, you have the option to terminate the agreement; there is a one-time termination fee and the Cellcast modem must be returned to Microspace Get additional information and sign up instructions at www.microspace.com/Luxottica

Resources

(Click the name of the resource for access)

www.speedtest.net

www.microspace.com/Luxottica

09) Electronic Health Records

In this section, you will learn: • Why you should take advantage of Luxottica’s special pricing with RevolutionEHR • How to get started with RevolutionEHR • How to purchase other EHR systems that interface with TAB

Why is this important? Electronic Health Records (EHR) allow your practice to manage and exchange patient health records electronically. This allows for easier record keeping, better communication and an enhanced patient experience.

What metrics or standards How often does this happen? does this impact? Purchasing and installing an EHR could • Patient experience be a single event, or you may choose to replace a current EHR system with an • Patient retention improved software package.

We know there are many EHR software systems to choose from. Luxottica has negotiated a special pricing with RevolutionEHR for our affiliated doctors. You can read about the benefits of taking advantage of this arrangement with RevolutionEHR below. If you choose to acquire a different EHR product we provide direction at the end of this section.

What You RevolutionEHR is a proven leader in the industry, more Luxottica affiliated Need to doctors have chosen RevolutionEHR than any other electronic health record Know software, and the software is integrated with TAB and other instrumentation.

During your sublease term, you do not pay RevolutionEHR directly for RevolutionEHR. Luxottica pays for the service on your behalf. Even though we’re paying RevolutionEHR monthly for your service, all contractual arrangements are between you and RevolutionEHR. There is only a minor difference in how the additional fee is paid, which is outlined here for you: • For LensCrafters, Sears, and Pearle Vision offices, you’ll pay Luxottica through a separate program fee at the same time you pay rent • For Target and LC@Macys offices, RevolutionEHR is included in your rent payment

As a Luxottica Independent Affiliated Doctor you will have access to the full RevolutionEHR software application. At additional cost, you may also choose to use other services from RevolutionEHR such as their integrated billing service called RevCycle (link provided) and e-prescribing (link provided). Use of RevolutionEHR is optional. RevCycle e-Prescribing Additional information from RevolutionEHR

Internet Speed Requirements A critical area to analyze before implementing RevolutionEHR is the actual Internet speed you are achieving in your office. Faster Internet speed will result in better application performance. 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 by visiting www.speedtest.net. If you need assistance with running the tests or analyzing the data, contact RevolutionEHR customer service.

Microspace Communication (US Only) RevolutionEHR has one of the lowest minimum Internet bandwidth requirements for a cloud electronic health record software program. For doctors unable to achieve Internet minimum bandwidth requirements using traditional wired methods, RevolutionEHR has teamed up with Microspace Communication to offer an innovative 4GLTE service package. See the OD Practice Marketplace for details.

Tasks and If you are interested in acquiring RevolutionEHR for your practice, follow the Instructions steps below.

Getting Started with RevolutionEHR 1. Express your interest in getting RevolutionEHR with the Senior Test Your Internet Eye Care Director (SECD) and talk to them about the pricing Speed at: arrangement that is available to you within your Luxottica brand. Speedtest.net 2. Achieve the required Internet speeds. If you don’t have the • Minimum Internet required Internet speed, talk to the field leader of your region download speed of about your internet options. 4 Mb/s • Minimum Internet 3. Upon passing the Internet speed test, request your SECD to upload speed of submit a sublease amendment, and the monthly fee will be 512Kb/s assessed beginning the second month after you sign the sublease amendment. 4. Once you’ve signed the amendment, you’ll be provided with the necessary enrollment information to get signed up for RevolutionEHR.

Getting Started with all Other EHR Systems If you choose to purchase an EHR other than RevolutionEHR, you should contact the provider directly. (Note: minimum Internet speed requirements vary by EHR system)

NOTE: There are three other EHR systems that will easily interface with TAB: • Crystal • My Vision Express • Compulink

Resources

(Click the name of the resource for access)

OD Practice Marketplace

www.SpeedTest.net

10) Exam Equipment

In this section, you will learn: • 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

Why is this important? 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.

What metrics or standards How often does this happen? does this impact? Preventive maintenance should be • Practice revenue performed daily. Reporting service issues will hopefully occur infrequently. • Number of exams • Patient experience • Staff satisfaction • Associate satisfaction

What You Both the brand and the doctor share responsibilities in maintaining and repairing Need to the exam instruments owned by Luxottica. Know Doctor Responsibility The ophthalmic equipment in your practice is a valuable asset to your business. Whether it is part of everyday routine or reserved for specialized treatment, maintaining each piece in good order is an essential requirement. Ophthalmic equipment is often delicate and precise, and the better this equipment is maintained, the less time and money must be spent on replacements and repairs. Maintenance of ophthalmic equipment takes on many forms, anywhere from simply removing dust, replacing chinrest tissues, or organizing trial lenses. Routine maintenance such as using dust covers, checking & replacing bulbs, and wiping off debris should be a regular part of closing tasks for each day in the office.

Corporate Responsibility Some maintenance actions are considered daily routine while others are managed on an as-needed basis. Such is the case when a device completely fails or breaks. In these extreme cases, corporate will provide the needed repairs, maintenance or in some cases, complete replacement of the affected device. These types of repair requests are administered thru the Optical Manager of your location.

PRICING INFORMATION

Equipment Purchases that You Will Own If you are considering purchasing a new instrument for your practice, which you will own, Luxottica has negotiated special pricing with several equipment and instrument vendors. This information can be found in the OD Practice Marketplace. .

Equipment Requests that are Assets of Luxottica Regardless of whether an instrument purchase is a capital or expense item, the total cost of the equipment is reflected on the store’s profit and loss statement over a period of time. Formulas are used to determine the anticipated life expectancy of the equipment and depreciation value. The Regional Manager must be contacted for this request. If the Regional Manager agrees that there is a need, the Regional Manager will make the request with his/her immediate supervisor. As with any approval process, it can take time and sometimes the request may be denied. You may be contacted during the process for additional explanation.

Tasks and MAINTAINING YOUR EQUIPMENT Instructions Equipment in the exam room is serviced on an “as-needed” basis only. You can minimize the need for this costly service by using the appropriate dust covers in addition to following the basic cleaning steps described below. Review these important procedures with your entire staff, then post the document in a conspicuous location where it will serve as a daily reminder. A few minutes of daily maintenance have the potential to save your location lost revenue dollars in terms of expensive equipment repairs, not to mention a loss of patients.

Housekeeping Supplies Required to do the Job (Available through Central Purchasing)

Micro-Size Q-Tips CP #810318 Lens Towels/Wipes Get from dispensary area Pure 100% Isopropyl Alcohol (IPA) CP #818227 Blower Brush CP #115220 Equipment Dust Covers CP (order by equip type)

PRINT THIS CHECKLIST

Equipment Maintenance Daily Checklist

Check the dust covers for tears. Replace as needed via Central Purchasing. Blow or brush off dust from all equipment. Wipe off the outer surfaces of each instrument using a clean, soft silicone cloth and isopropyl alcohol as necessary. Clean the fragile glass and plastic testing surfaces using isopropyl alcohol, a lens cleaning cloth and standard Q-tips. Lightly buff. Do the same with the eyepiece lenses on all instruments. Clean the inside of the small delicate nozzle openings of the pretest instruments using micro Q-tips and isopropyl alcohol. Clean the plastic chinrests and headrests with standard alcohol swabs. Replace the chinrest tissue pads as needed. Verify your backup supply of crucial replacement bulbs, fuses, batteries and chinrest paper. Order spares as needed. Check the proper operation of all components. Report any equipment problems, defects or missing parts as needed. ALWAYS cover the exam instruments when not in use.

Troubleshooting Equipment Issues Before assuming you need outside help, first:

• Check the equipment fuses and electrical cords for proper connection before reporting a loss of power • Check to see if there is power to the outlet • Check the Product User Manuals in trying to resolve any equipment issues yourself

Product User Manuals are shipped with all new equipment and generally offer basic, user-friendly maintenance tips. Here, you will also find helpful trouble-shooting suggestions. Re- placement manuals can be ordered through Store Maintenance. We recommend that you keep the product manuals in the doctor desk drawers.

Submitting a Service Request If the problem still exists after trouble-shooting:

1. Collect the following information: • Note if the office exam room or pretest room • Type of 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 the web portal. 3. The Store Manager should select “Doctor Equipment Repairs,” then complete the appropriate selections.

All service fees will automatically be billed to your store.

Resources

(Click the name of the resource for access)

OD Practice Marketplace

11) Contact Lenses

In this section, you will learn: • How to order contact lenses, including trials, depending on your affiliation arrangement • The importance of consulting the Contact Lens Handbook • Vendor contacts for each affiliation arrangement • How rebates work • How to utilize and order medically necessary contact lenses

*Medically Necessary Contact Lenses Do NOT apply to Canada

Why is this important? Contact lenses make up a large part of a practice’s revenue stream. Data suggests that contact lens patients return more frequently to your office for their exam and purchase more product from the retail store than non-contact lens patients. This section tells you how to acquire contact lenses, depending on your affiliation agreement, to better service your patients.

What metrics or standards How often does this happen? does this impact? Contact lens assessment, fitting and • Practice revenue ordering takes place on a daily basis. • Number of exams • Patient experience • Retention • NPS

What You This section is divided into three key sections based on the following: Need to • Independent Affiliated Doctors who sell contact lenses Know • Independent Affiliated Doctors or Luxottica Employed Doctors who do not sell contact lenses • Medically necessary contact lenses

Click on the link that applies to you to proceed to the appropriate section(s).

INDEPENDENT AFFILIATED DOCTORS WHO SELL CONTACT LENSES

The Product Strategy – What You Need to Know If you are an Independent Affiliated Doctor who sells contact lenses in your practice, 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, however, you also have the advantage of other benefits. These include, but are not limited to, affiliate OD pricing through select distributors, traffic-driving national advertising campaigns, OD office merchandising support, regional dinner meeting access and more 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 opportunities and strategies as they present themselves.

Contact Lens Account Set-up and Ordering You direct the set up and payment of your own contact lens accounts. Account set up typically 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. Below is a quick reference to assist you in getting started with the most commonly used manufacturers. From the Account Set-Up Form Quick Link column, simply click on the link into your browser for direct access to the credit application form.

US MANUFACTURERS

Phone Account Set Up Additional Account Form Quick Link Set Up Information

Johnson & Johnson 800.874.5278 Johnson & Johnson Credit Application Vision Care

Alcon Labs 800.241.5999 Alcorn Labs Credit Application

Contact CooperVision directly or work with local CooperVision 800.341.2020 n/a representative to secure the credit application

Bausch & Lomb 800.634.2059 Bausch & Lomb Credit Application

CANADA MANUFACTURERS

Phone Account Set Up Additional Account Form Quick Link Set Up Information

Johnson & Johnson 800.267.5098 Johnson & Johnson Credit Application Vision Care (English) 800.667.5099 (French)

Alcon Labs 800.268.4574 n/a Contact Alcon directly or work with local (English) representative to secure the credit application 800.387.8184 (French)

CooperVision 800.268.5367 n/a Contact CooperVision directly or work with local (English) representative to secure the credit application 800.361.0780 (French)

Bausch & Lomb 800.686.7720 n/a Contact Bausch & Lomb directly or work with local (English) representative to secure the credit application 800.686.0002 (French)

DISTRIBUTORS

Phone Account Set Up Additional Account Form Quick Link Set Up Information

ABB 800.852.8089 ABB Optical Account Application

WVA 800.747.9000 WVA Membership Enrollment Form

OOGP 800.654.3829 OOGP Membership Application

Tasks and Instructions INDEPENDENT AFFILIATED DOCTORS WHO SELL CONTACT LENSES

Use the information above to complete the following: • 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 • Request of the manufacturers any additional product and fitting information you would like to have on hand

INDEPENDENT AFFILIATED DOCTORS AND LUXOTTICA EMPLOYED DOCTORS WHO DO NOT SELL CONTACT LENSES

The Product Strategy – What You Need to Know 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.

Although contact lens wearers visit their doctor for an exam more often than eyeglass-only wearers, there is still room to improve their level of compliance and frequency of visit. Our strategy to achieve this focuses on improved compliance, retention and patient satisfaction (NPS). Examples of how we are achieving this are through annual supplies, driving daily disposables, and elevating the patient experience through improved service options.

As an Independent Affiliated Doctor, or Luxottica Employed Doctor, you fit/prescribe the contact lenses. Independent Affiliated Doctors 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 dedicated to this topic. This will require separate setup 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, have access to communications and promotional programs secured by the Luxottica Contact Lens Team.

The Contact Lens Handbook The Contact Lens Handbook contains information to help store associates, Independent Affiliated Doctors who to not sell contact lenses, and Luxottica Employed Doctors manage through various day-to-day operations. The annual publication can be located on either HotSpot, PearleConnect, or as a hard-copy with your Store Manager. Take a moment to review the content in its entirety with the Store Manager and/or optician.

What’s Included... Content Description

Who to Call • Who to call with specific inquiries relative to contact lenses

Contact Lens Ordering • How special orders are placed • Ordering in the case of special circumstances • Ordering RGP lenses • Ordering trial lenses and multi-purpose starter kits

Return/Inventory Procedures • Inventory adjustment management • Return/exchange procedures • Managing returns with vision benefits • Contact lens recalls • Returns direct to vendor • Trial lens disposal

Product Information • Contact Lens Product Guide - details product parameters on several widely prescribed lenses • Contact lens retail pricing - details single-box and annual supply pricing based on available in-store and manufacturing. Rebate savings

Contacting Vendors The vendors themselves are also key points of contact. Although, you will not order revenue product directly from the major manufacturers, you may contact them to assist you with the following:

• Get answers to specific product and/or fitting questions • Identify and receive contact information for your local account representative • Secure your account number, and find your representative • Request manufacturer annual supply savings rebates • Where applicable, establish your multi-purpose starter kit replenishment cycle

Contact the specialty manufacturers for the same reasons mentioned above in addition to ordering revenue specialty contact lenses.

Major Manufacturers Phone (US) Phone (Canada)

Johnson & Johnson Vision Care, Inc. 800.874.5278 800.267.5098 (English) (Vistakon) 800.667.5099 (French)

Alcon Labs 800.241.5999 800.268.4574 (English) 800.387.8184 (French)

CooperVision 800.341.2020 80.268.5367 (English) 800.36.0780 (French)

Bausch & Lomb 800.634.2059 800.686.7720 (English) (Div. of Valeant Pharmaceuticals) 800.686.0002 (French)

Specialty Lens Manufactuers Phone (US)

Art Optical Contact Lens, Inc. 800.253.9364 (New)

Firestone Optics, Part of the 800.821.3606 (New) ABB Optical Family

X-Cel Specialty Contacts 877.336.2482 (New)

Essilor Contact Lens Division 800.634.2059

ABB Optical Group 800.852.8089

Synergeyes, Inc. 877.733.2012

Setting Up Accounts with Vendors • For the four major manufacturers listed above you will not need to set up an account; This has been taken care of at the corporate level • For specialty lens manufacturers you can contact them directly to set up an account if needed • For Medically Necessary Contact Lenses, please see the section dedicated to this topic; this will require separate set-up that you will need to complete directly with each vendor

CONTACT LENS TRIALS: WHAT YOU NEED TO KNOW New Store Set-Up A predetermined assortment of trial lens sets will be provided directly to your location along with other equipment and supplies as part of the new store set down. The assortment will include an array of the most frequently prescribed contact lenses. After the set-down and if room permits, you may work directly with your vendor representatives to secure additional sets based on your individual fitting practices.

Trial Lens Set Replenishment There are multiple ways to replenish your trial contact lenses: Preferred Method Premium Vision Contact Lens Portal via the Doctors at Luxottica website. This is the most convenient and efficient way to reorder your trial lenses. From your own tablet or laptop, visit the Doctors at Luxottica website and select “Order Contact Lens Tri- als” from the left navigation. Then, within the Contact Lens box, select your brand. You’ll immediately be taken to the Portal where you can easily order additional trial lenses.

Second Method Contact Lens Status Portal via the CIAO! or eyeNET Tools Menu. Work with the optical manager to order. • The Premium Vision Portal (also known as The Contact Lens Status Portal) is also available through the POS system. This may require partnership with your optical manager to access.

Third Method You can also order trial lenses directly through your vendor representative. Work with the optical manager to order.

NOTE: Although you have the option to work directly with your representative to re-order your trial lens needs there is the potential for less tracking visibility and longer lead-times.

TRIAL LENS EXPERT TIPS NOTE: Access to the portal is activated upon placing your 1st revenue order.

• When placing a trial lens order specific to a patient, it is recommended that you place this separately from other fit set refill needs. This will ensure that the order is packed and shipped separately from other non-patient specific refills. • Trial lenses can only be shipped to a store address. Default shipping is “Direct-to-Store Economy.” In the event of an extreme patient satisfaction issue, contact the Service Center to place an order for expedited delivery. The appropriate phone number can be located in the Contact Lens Handbook. • Once a trial lens order is placed, the shipment should arrive within three to five business days by economy delivery. • If you placed your order using option #1 or #2, you will have access to tracking information through the Portal. In the event that you still do not receive the order or have questions, contact the Service Center.

For more in depth detail regarding ordering contact lens trials, refer to the Contact Lens Handbook available through your Retail Manager.

Annual Supply Manufacturer Rebate Savings Regardless of the brand with which you’re affiliated, dispensing an annual supply is considered important. It will ensure better compliance to the wear schedule on the part of your patient, which means a better more comfortable contact lens wearing experience throughout the year.

To encourage this purchase behavior and ensure the maximum savings for your patient, be sure to leverage the manufacturer rebates. In some instances this can save your patients up to $200 on their annual supply purchase. All rebate savings (and any other in-store savings available) are documented in the price listing found in the Contact Lens Handbook.

Rebates are typically distributed two times per year and come directly from the major manufacturers to your location. To re-order any time beyond the initial distribution, simply work directly with your local account representative.

Tasks and Instructions INDEPENDENT AFFILIATED DOCTORS AND LUXOTTICA EMPLOYED DOCTORS WHO DO NOT SELL CONTACT LENSES

• Review the brand’s specific strategy and important priorities around the contact lens business with the Regional Manager • Review the Contact Lens Handbook • Contact each manufacturer customer service group to secure your local account representative contact information • Secure contact lens rebate materials needed through your account representative • Secure additional fitting set need through your account representative

MEDICALLY NECESSARY CONTACT LENSES The following information pertains to EyeMed only. For all other insurance carriers, please contact them directly.

Medically Necessary Contact Lens Benefits Many of our plans include benefits for contact lenses when the member’s vision and spectacle prescription meet one of the following:

Blue View Vision calls these non-elective contact lenses, but they’re the same thing.

Definition of Medically Necessary Contact Lenses • Anisometropia of 3D in meridian powers. • High Ametropia exceeding –10D or +10D in meridian powers. • Keratoconus when the member’s vision is not correctable to 20/25 in either or both eyes using standard spectacle lenses: For the purposes of our benefit, there are two types of keratoconus as defined in our ectasia scale. • Emerging/Mild: Contact lenses in this tier are anticipated to include, however not be limited to, scleral, semi-scleral and hybrid designs/materials. The below severity scale applies: • Multiple spectacle remakes • Unstable topography • Light sensitivity/glare issues • Signs including Fleischer ring, Vogt’s striae and scissor reflex with retinoscopy • No scarring • Topography (steep K <53D) • Corneal thickness >475 microns • Moderate/Severe: Patients who begin in the emerging or mild categories and are not successful with contact lens materials and keratoconus designs may be elevated into this moderate/severe tier. Contact lenses in this tier are anticipated to include however not be limited to scleral, semi-scleral and hybrid designs/materials. Patients who qualify as moderate/severe will have all of the emerging/mild symptoms, plus: • Mild to no scarring or some scarring • Topography (steep K of 53D or higher) • Corneal thickness up to 475 microns • Refraction not measurable • Vision improvement other than keratoconus for members whose vision can be corrected by two lines on the visual acuity chart when compared to the best corrected standard spectacle lenses

It’s expected that many new keratoconus When a member’s vision impairment doesn’t contact lens patients will fall into the meet one of the conditions, you may suggest emerging/mild tier. Patients who have been an alternative solution to the member. For successful and satisfied with contact lens instance: designs and/or materials that are not in the • Using the standard contact lens benefit up moderate/severe tiers will likely remain in to the limits of coverage contact lenses in the emerging/mild tier. • Submitting a claim to the member’s medical The eye doctor should use his or her best coverage judgment to provide the appropriate materials/design for the best quality eye Tufts has different criteria for medically health, comfort and vision for patients who necessary contact lenses. Members of have previously worn contact lenses for Pediatric Vision Benefits plans in California keratoconus but who are not successful with may qualify for medically necessary contact their current contact lenses. lenses for additional conditions. If you initially fit a keratoconus patient in an EmblemHealth Medicaid members have emerging/mild tier keratoconus contact lens different criteria for medically necessary but it is not possible to achieve quality eye contact lenses. Please refer to the Emblem- health, comfort and/or vision, refit the patient Health Medicaid section for the list of with contact lenses in the moderate/severe qualifying conditions. tier and submit a corrected claim reflecting Just like disposable and conventional contact the moderate/severe keratoconus fee. We will lenses, medically necessary contact lens adjust the claim and pay the difference, if any, benefits may have a copay. Members who under the medically necessary contact lens qualify can use the benefit once a benefit year benefit guideline. based on member’s eligibility and can’t exceed We’ll be looking to see that the documented any annual supply limits defined by contact spectacle prescription supports the qualifying lens manufacturer replacement guidelines. condition submitted. You’re responsible for Most often, the medically necessary contact determining if members qualify based on your lenses will be paid in full for the member, exam and evaluation. However, they can’t use which means you won’t collect any money this benefit for conditions not listed above, from the member. even if you determine that contact lenses are This bundled benefit covers the materials, necessary to correct other vision issues. fitting, unlimited follow-up visits . Dispense Because of the specialized nature of the contact lenses that have been manufactured materials, medically necessary contact lens to meet only the most current industry benefits cover unlimited follow-up visits. standards. When filling an existing contact lens prescription, make sure the prescription is current and meets the member’s vision needs prior to supplying contact lens materials.

Medically Necessary Contact Lens Claims The materials and fit and follow-up services for medically necessary contact lens benefits must be submitted on one claim. You can now file Most plans allow you to file these claims online. Simply look medically necessary for the tab called Medically Necessary on the Member Benefits contact lens claims for page. Click the tab, select the services and file online. Our online most members online. claims system user guides walk you through this process. Once members migrate to enhanced claims If the Medically Necessary tab does not display, you’ll need to file screens, you won’t need the claim in hard copy following the process below. to use the hard copy form. For more about this, see our Migrated • Confirm member eligibility by calling us at Members page. 888.581.3648. • Complete the Medically Necessary Contact Lens Form or visit the Online Claim Processing System. Don’t submit medically necessary contact lens claims online. When completing the form, enter a single contact lens fitting code to indicate the qualifying condition. Include a material contact code on the same claim and same date of service. Submit applicable diagnosis codes if the member has either keratoconus or anisometropia. For all claims, include the applicable vision and high-risk diagnosis codes. • Fax the completed form to 866.293.7373. Make sure you’ve completed everything we need, including: • Authorization number • Fitting code indicating the qualifying condition • Material code • Diagnosis code(s) • Your provider and location information

Medically Necessary Contact Lens Claim Codes When filling out the claim, use these codes to indicate the qualifying condition:

Qualifying Criteria Code* Medically necessary Contact Lens Codes*

Anisometropia 92310AN High ametropia 92310HA Keratoconus 92072 Vision improvement 92310VI Pediatric aniridia** 92310AI Pediatric aphakia** 92310AP Pediatric corneal and post-traumatic 92310VI disorder (filed as vision improvement)**

Pediatric pathological myopia** 92310PM

*Submit a single fit code with a material code on one claim with one date of service. **Applies only to members of Pediatric Vision Benefits in California. Pediatric corneal and post-traumatic disorder and pediatric pathological myopia pertain only to members of Health Net’s PPO in California.

If you put more than one diagnosis on the claim, we’ll reimburse based on the lowest paying condition. We’ll pay you standard contact lens fit and follow-up reimbursements if the claim doesn’t include one of the above condition-related fitting codes.

Today, CPT procedural codes for contact lens fitting are limited to kerataconus (92072). CPT has not designated codes for anisometropia, high ametropia and vision improvement. If the covered condition is either keratoconus or anisometropia, submit the applicable diagnosis codes listed in ICD-10. For all claims, include the applicable refractive and high-risk diagnosis codes.

Medically Necessary Contact Lens Payments To help prevent abuse of the benefit and make sure you’re getting paid appropriately for your time, reimbursements for medically necessary contact lenses vary depending on which condition the member has.

Qualifying Condition Provider Reimbursement

Anisometropia 95% of U&C up to $700 High ametropia 95% of U&C up to $700 Keratoconus – Mild/Moderate 95% of U&C up to $1,200 Keratoconus – Advanced/Ectacia 95% of U&C up to $2,500 Vision improvement 95% of U&C up to $2,500 Pediatric aniridia* 95% of U&C up to $3,730 Pediatric aphakia* 95% of U&C up to $5,800 Pediatric pathological myopia* 95% of U&C up to $700

*Applicable only to members of Pediatric Vision Benefits in California. Pathological myopia pertains only to Health Net’s PPO in California.

Non-standard plans pay according to the available plan benefit. You may not bill members for any difference between your U&C fees and the plan’s reimbursement unless the plan benefits specifically say the member is responsible for payment above the allowance.

We review the fee schedule at least once a year. You’re welcome to submit cases for fee review to our Quality Assurance department at [email protected]. Make sure you include supporting statements, lab fee documents and clinical documentation for consideration at annual fee review.

In most cases, you can’t bill the member for the amount over your reimbursement for medically necessary contact lenses.

Process & Record Evaluations For Medically Necessary Contact Lenses We’ll periodically review clinical records to make sure you’re correctly applying the medically necessary contact lens benefit. We’ll be looking to see that the documented prescription supports the qualifying condition submitted. If the record doesn’t support this condition, we’ll recoup any overpayment by withholding payment on future claim(s) where law permits. As you may know, we can consider any inaccurate submission to be a false claim. Falsifying information or filing false claims can result in disciplinary action up to and including termination from our network. If we believe you’ve filed a false claim, we might also have to report it to regulatory and law enforcement agencies as appropriate. See our full Quality Assurance process and disciplinary actions.

Setting Up a Medically Necessary Contact Lens Account and Ordering Product (Applies only to Independent Affiliated Doctors who do not sell contact lenses) In a location where the doctor does not sell contact lenses, where sublease permits, doctors may submit the claim for materials, fit, and follow-up services directly to any insurance company for which they are contracted for medically necessary contact lenses.

NOTE: Where your lease states you cannot sell contact lenses, without exception, contact lenses other than medically necessary may not be sold and/or dispensed from the sublease premises.

Luxottica has established processes and procedures with our contact lens vendors to reduce and/or eliminate potential issues associated with shipping and billing of medically necessary lenses based on ordering from the same vendors as the store. In the event that you fit and prescribe a medically necessary contact lens, the information below provides guidance on how to set up an account for your practice.

HOW TO PLACE SUPPLIER ACCOUNT SET-UP YOUR ORDER

ABB OPTICAL GROUP 1. Go to www.abbconcise.com Soft Contact Lens Orders: 2. Click “Apply” found in the left hand (2 Options) navigation menu Place orders via www.abboptical.com 3. Under the “Get Started Now”, click on Contact ABB Customer Service “ABB OPTICAL Credit App” Phone #: 800.852.8089 4. Complete the application process Specialty Lens Orders Place via Customer Service only Phone #: 1.800.852.8089 ext. 3

Alcon 1. Send request to: vcdata.management@ Place order directly with Alcon via alcon.com phone 1 800 241 5999 2. Complete required crdit application - or via www.myalcon.com using include “LUX Medically Necessary” on LUX Medically Necessary the form account number

Bausch + Lomb 1. Request acct. set up via email to Direct Email to VC_Customer_Master_Maintenance@ VC_Customer_Master_Maintenance@ bausch.com bausch.com 2. Complete required credit application process

CooperVision 1. Contact CooperVision Customer Service Contact 2. Complete required credit application CooperVision Customer Service process Phone #: 800.341.2020

Vistakon 1. Go to www.acuvueprofessional.com Contact 2. Click on “Contact Us” link JNJVC New Accounts 3. From the Drop Down menu select Phone #: 800.874.5278 “Open an Ordering Account” 4. Download the application 5. Complete required credit application process - Must indicate “LUX Medically Necessary” 6. Place order directly with the vendor

Xcel 1. Request acct. set up via email to xcelar@ Direct Email to xcelspecialtycontacts.com [email protected] 2. Complete required credit application process

Tasks and Instructions MEDICALLY NECESSARY CONTACT LENSES

• Follow the instruction above to set up an account in the event of a medically necessary fit need • Follow the EyeMed instructions provided to file the claim for the material, fit and follow-up services

Resources

(Click the name of the resource for access)

THE CONTACT LENS HANDBOOK Located on either HotSpot, PearleConnect, or as a hard-copy with your Store Manager.

Who to Call

For Questions about:

Trial lens replenishments • For a new, complete set contact the vendor directly and/or interest in a different • For replenishments use the Premium Vision Portal lens not originally provided for your brand through eyeNet/CIAO! You can also call the vendor directly

Medically Necessary Your SECD or EyeMed Provider Relations at Contact Lenses (888) 581-3648

What your account number is with Contact the Vendor directly a certain vendor

Who is my account rep for Contact the Vendor directly a certain vendor

12) Patient Accessibility and other Compliance Standards and Training

In this section, you will learn: • The importance of being in compliance with the American Disabilities Act (ADA) and the Accessibility for Ontarians with Disabilities Act (AODA) • The importance of being knowledgeable in other types of compliance standards

Why is this important? 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.

What metrics or standards How often does this happen? does this impact? Ongoing, as practices should be • Patient experience maintained in compliance to appropriate standards.

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!”

What You Need to Know Best Practices for Providing Access to Quality Vision Care Just as every person is unique, the range of special needs and accommodations can be very individualized. You should always communicate with patients and customers about their individual needs. Following these best practices will also help you deliver outstanding service in some common situations.

• The doctor should understand the patient’s needs and determine how best to accommodate those needs in providing the exam • Patients in wheelchairs should be provided exam appointments according to the same timeline that other patients are offered exams • Patients should not need to call ahead or make special arrangements in advance of their appointment if other patients are not required to do the same • If a patient with special needs does call ahead to schedule an appointment, be sure to ask questions and understand the patient’s concerns and requests, and then prepare for the visit accordingly; do not ask specifics about his or her disability • Patients should not: • Be asked to bring someone with them to assist • Be told they have to be able to move out of their wheelchairs to have an exam

Chair Movers All Luxottica locations are equipped with exam chair movers and related equipment to make exam lanes more accessible. 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 through the Store Manager.

Hearing Interpreters Some patients and customers who are deaf or hard of hearing may request we provide a sign language interpreter for their visit. We can offer to communicate with the patient or customer in other ways (e.g., typing, writing with pen and paper) when the exchange is short and straightforward. If the patient or customer believes that an interpreter is necessary for effective communication, the company will pay for an interpreter (in Luxottica Employed Doctor locations), even if the cost for the interpreter is more than the cost of the eye exam or the eyewear. Independent Affiliated Doctors should make their own independent determination as to whether an interpreter is needed for communicating effectively with the patient during an exam. If the patient does not have an interpreter to recommend, please contact the Luxottica Accessibility Hotline for assistance. The company will pay for an interpreter. Maintaining face-to-face contact is important for communicating with a patient who reads lips.

California Language Assistance Program (LAP) California law requires you to make it as easy as possible for those who do not speak English (or who don’t speak the language very well) to use your services. That includes making sure these individuals can easily access language assistance resources and EyeMed Provider Manual interpreters when needed. If you practice in California, your California Language employees must understand and comply with this law. For more Assistance Program details see the EyeMed provider manual at the link provided. You can also find detailed information in the EECA LAP Training Manual. This manual is currently paper based. All EECA locations To request an EECA LAP Training Manual, should have a copy. If you do not have an EECA LAP Training email Kathy Cook. Manual in your location please email a request to the email address provided.

Service Animals Service animals are dogs of all sizes and breeds and miniature horses that are trained to perform tasks for people with disabilities, such as guiding people who are blind, alerting people who are deaf, pulling wheelchairs or protecting a person who has seizures. We must allow patients and customers to bring service animals into all areas of the store that are normally open to the public and cannot request certification for the animal or that the service animal be separated from the patient or customer.

Tasks and Instructions

Here is more information on how to ensure your practice complies with the standards set forth in the ADA. • If you need additional support to determine how to assist patients and patients with special needs, call Luxottica’s Accessibility Hotline. You’ll receive immediate assistance on how best to support your specific customer request.

Luxottica Accessibility Hotline: (800) 215-2020

• If need a chair mover or need a chair mover relocated from one exam room to another, initiate a Service Maintenance Request through the Store Manager. (The Store Manager will complete this request through eyeNET or CIAO!)

• If you need to hire an interpreter to help you communicate with a hearing- impaired patient, call Luxottica’s Accessibility Hotline.

Luxottica Accessibility Hotline: (800) 215-2020

Resources

(Click the name of the resource for access)

Other training is available in Talent|Luxottica for the topics below. See Office and Staff Development for instructions on how to access Talent|Luxottica for yourself and your staff.

Learning Module Where Objectives

Intro to Diversity e-learning • Describe how Luxottica defines the terms “diversity” and “inclusion” • Recognize the categories of traits and characteristics that make an individual unique

• Identify the foundational principles of diversity, such as: • Stereotypes vs. generalizations • Intent vs. effect • The Golden Rule and The Platinum Rule • Familiarity, Comfort and Trust • Describe how these concepts apply to working at Luxottica

HIPAA – English and e-learning • Define HIPAA and the requirements for maintaining protected health Spanish information • Identify how and when to use customer information

• Recognize the types of customer information they may change and how to change it

Personal Information e-learning • Define PIPEDA Protection and Electronic • Demonstrate how to use personal information appropriately Documents (PIPEDA) • Identify what personal information can be accessed or changed

Training Guide* *Canadian employees only

ADA Training – e-learning • Define and demonstrate how to use “people-first language” North America • Describe general communication tips for engaging with individuals with disabilities

• Recognize the proper methods for accommodating individuals who:

• Have a service animal • Use a wheelchair • Have hearing loss • Have a vision impairment • Identify important phone numbers, resources and next steps in learning about ADA

Learning Module Where Objectives

Accessibility for e-learning • Define “AODA” Ontarians with Disabilities • Describe the importance of AODA in terms of accessibility for all customers Act (AODA) Training* *Canadian employees only • Recognize how to comply with AODA

Medicare-Medicaid Fraud, e-learning • Define the terms “honesty,” “compliance,” and “business responsibility” as they relate to detecting, preventing and correcting Waste & Abuse (FWA) fraud, waste and abuse in the administration of health plan benefits Policy and services • Identify what constitutes a violation of the FWA laws or policies • Describe their responsibilities in ensuring FWA laws and policies compliance

• Recognize who to contact for more information or to report a violation

Safety: e-learning • Recognize the importance of the store’s emergency action plan Emergency Evacuation • Describe the responsibilities of managers and employees during evacuations and emergencies • Identify strategies for fire prevention and protection in stores

California Meal-Rest e-learning • Identify the reasons for California’s meal and rest break laws and the Break Training consequences for not complying with them • Explain the number of rest breaks and meal periods earned based on number of hours worked • Describe the policies regarding how time is recorded for meal periods and rest breaks • Demonstrate how to use the CA Meal Period Acknowledgment and Premium Form • Explain best practices for scheduling rest breaks and meal periods in their store environment

Wage and Hour e-learning • Calculate pricing for Managers • Describe, at a foundational level, the federal and state-specific wage and hour issues that affect their employees • Explain how to resolve specific wage and hour issues

Workplace Harassment* e-learning • Explain Luxottica’s definition of “workplace harassment” *There are two versions of this module • Identify situations that involve workplace harassment in Talent Luxottica, as California, • Recognize how to respond to workplace harassment situations Connecticut and Maine residents take a different module than residents of other • Identify who to contact if they or their employees experience states and provinces. workplace harassment

Violencia Doméstica en el e-learning • Identificar a víctimas de violencia doméstica en el lugar de trabajo Lugar de Trabajo* • Conocer el procedimiento a seguir en cases de violencia doméstica • Reconocer las obligaciones como empleador y supervisor en *Puerto Rico only situaciones de violencia doméstica • Asugurar que las víctimas se sientan protegidas y que no sufran discriminación o represalia en el lugar de trabajo

13) Administration

In this section, you will learn: • How Independent Affiliated Doctors at LensCrafters in the US can report revenue • How Independent Affiliated Doctors can pay rent, and set up a Direct Payment Program • How Independent Affiliated Doctors can dispose of or transfer, patient data in TAB and/or in CLARIFYE™ when terminating your affiliation with Luxottica, or when transferring to another practice within Luxottica • How doctors at LC@Macys can set up exam reimbursements from the host store

Why is this important? All business require administrative tasks to keep them running smoothly. When these tasks are taken care of effectively, it allows the doctor and staff to spend more time focusing on patient care.

What metrics or standards How often does this happen? does this impact? See each item below for frequency. • Practice revenue

What You Need to Know

Revenue and Daily Count Reporting (Please consult your sublease agreement. This process applies only to LensCrafters, Pearle Vision, and Target Optical doctors. This does not apply to LensCrafters at Macy’s or Sears Optical doctors.) Frequency: Monthly, due by the 15th for the preceeding month NOTE: We are currently reviewing our policy regarding 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.

Revenue Reporting Temporary Instructions for Q2-Q3 2018

1. Using the Statement of Doctor Revenues Excel spreadsheet, complete the spreadsheet for each of your locations for the previous month. Handwritten submissions are not accepted. 2. Save the Excel file to your computer. 3. Refer back to this statement when our new reporting system becomes available soon.

Revenue Reporting Resources The following revenue reporting resources are available by clicking on the links below: • 2018 Fiscal Calendar • Revenue Reporting Definitions • Daily Tracking Worksheets (this will open an Excel file in which you can add each day, week or month data and it will calculate the information for you) • Statement of Doctor Revenues (Excel spreadsheet)

Rent Payments (Applies to All Affiliated Doctors in the US and Canada) Frequency: Monthly

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 automatic withdrawal of your bank account each month for your monthly rent. The automatic withdrawal of your account occurs on the 10th of each month for the current month. The following e-mails to you 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); 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.

Questions about the process should be directed to [email protected].

Direct Payment Program (Applies to All Affiliated Doctors in the US and Canada)

Direct payment enables you to authorize Luxottica to automatically deduct your monthly payments from your checking account. Luxottica will process the payments, which will be automatically deducted from your checking account on the designated due dates. The Direct Payment program costs you nothing. In fact, it will save you time, money in postage and checks and even late fees. The dollar amount deducted from your checking account for rent each month will be fixed. A monthly statement is issued on the first business day of each month and sent via email or fax to the Independent Affiliated Doctor. You do not need a computer or Internet access to participate in the program. Luxottica will automatically debit the amount due from your account on the payment due date. You do not have to do anything to pay your bills once you complete the authorization. You are obligated to have the money in your account for your Direct Payments in the same way that you must have funds in your account if you write a check. If you do not have enough money in your account, your financial institution and Luxottica may charge you returned item fees. Your payments will be deducted on the 10th of the month, unless your due date falls on a weekend, then it’s the next business day. This is an advantage over paper checks. You can never be sure of the exact date a check will be posted. Proof of your payment will appear on your bank statement. If you have multiple locations, a Direct Payment form will need to be completed for each location.

Per your sublease agreement, Luxottica will keep all information about your checking account confidential. The information provided on the authorization will be used to set up the automatic withdrawal.

To get started, or with any questions, please contact [email protected] for the correct banking form for your brand.

Disposition of Patient Data (Applies to All ODs with TAB and/or CLARIFYE™) Frequency: Upon terminating your affiliation, or transferring to a new practice within Luxottica

When a doctor makes the decision to leave a practice or transfer patient data to a new practice, the process below outlines how to dispose of or transfer patient data from a practice. The two databases covered at this time are: • The Appointment Book (TAB) • CLARIFYE™ (LensCrafters Only)

The process is as follows. 1. When the decision is made to depart from a practice, you will receive a Patient Data Dispostion Request (PDDR) form from the TAB team. 2. The doctor should complete the document and return to the TAB team (via fax) no later than seven days prior to the sublease termination date. 3. Upon receiving the completed PDDR Form, a member of the TAB team will immediately forward the form to the CLARIFYE™ team at [email protected]. 4. Both TAB and CLARIFYE™ teams will take the necessary actions with the doctor based on the choice selected.

A doctor can 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

TAB CLARIFYE™

OPTION 1: Data will remain in TAB. ZEISS and Marco: No action Leave patient data required from ZEISS other than to set the expectations of what to expect for the incoming doctor of preexisting patient data.

OPTION 2: Data transferred to another location ZEISS and Marco: ZEISS will contact Transfer patient data to after providing TAB with new the doctor and walk them through another Luxottica Store location and effective starting date. the process and inform the doctor of what is possible.

OPTION 3: Doctor should contact Eppointments ZEISS and Marco: ZEISS will contact Take patient data directly to obtain a copy of their the doctor and walk them through with them patient data. the process and inform the doctor of what is possible.

OPTION 4: Data will be removed from TAB on ZEISS and Marco: ZEISS will contact Delete patient data the sublease termination date (held the doctor and walk them through without taking a copy in archive short-term). the process and inform the doctor of what is possible.

Bi-weekly Settlements / Exam Reimbursements (Applies to LensCrafters at Macy’s Doctors Only) Frequency: Bi-weekly

Exam Services are tendered through the Macy’s point-of-sale system to provide a consistent customer experience. Luxottica receives reporting from Macy’s for all sales tendered and reimburses you, the doctor. A payment calendar has been provided, which shows the bi-weekly pay days, as well as the monthly FSA reimbursement pay day (note, the normal bi-weekly and monthly FSA payments are two separate payments). Please keep in mind that it can take up to two weeks to complete payment setup once your documents are submitted. Delays in receiving documents may result in delayed payments.

If you have questions about this process, please contact your Senior Eye Care Director.

Please see the attached documents that will be helpful in tendering and tracking exams. Macy’s POS Tendering Guide

Resources

(Click the name of the resource for access)

Email Links:

Revenue Reporting Questions Direct Payment Program Enrollment Rent Payment Questions

Document Links: Patient Data Dispostion Request (PDDR) Statement of Doctor Revenues Excel spreadsheet 2018 Fiscal Calendar LC Macy’s Estimated Payment Dates Revenue Reporting Definitions Daily Tracking Worksheets Statement of Doctor Revenues

14) Net Promoter Score

In this section, you will learn: • What Net Promoter Score (NPS) is and why you should care about it • How NPS is calculated • What the Medallia NPS Dashboard is • How to access your NPS score and patient feedback

Why is this important? NPS is a measure of your patients’ satisfaction with their experience in your practice. Practices with higher NPS scores usually mean that your patients are more likely to return and that they are also more likely to refer other patients including friends or family members.

What metrics or standards How often does this happen? does this impact? NPS is reported monthly, but the • Practice revenue behaviors required to achieve high patient satisfaction, and the likeliness • Number of exams to recommend others to your practice, • Patient experience occur with every patient encounter. • Patient retention

What You Need to Know What is a Net Promoter Score 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.

For the retail store 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.The doctor should understand the patient’s needs and determine how best to accommodate those needs in providing the exam. • 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

What is the Medallia NPS Dashboard? The Medallia NPS Dashboard is a web portal that provides customer and patient feedback about their eye exam and shopping experiences. Doctors can access this information via the Store Manager.

Acting on patient feedback fuels the growth of your practice. Medallia provides you direct access to insights that will help you identify and reduce patient pain points, resulting in happier and more loyal patients. Happier and more loyal patients are more likely to tell their friends and family members about you – and much more likely to return for their annual eye exams the following year.

“I already get feedback from the OD Ratings & Review program. Why do I need more?”

In the competitive marketplace for medical care, knowledge is power. The more feedback you receive, the better equipped you are to deliver experiences that inspire your patients to come back to your office. Ratings & Review and the survey program complement one another. They often attract different people and generate different types of feedback. They also have different primary objectives. The primary objectives of the Ratings & Review program are external – to increase search ranking and conversion. The primary objective of the NPS survey program is internal – to determine what to focus on to improve the patient experience and drive loyalty. Both are critical to your long-term success.

Tasks and To obtain NPS results for your location, follow the steps below. Instructions FOR LENSCRAFTERS, LENSCRAFTERS AT MACY’S, AND PEARLE VISION

These reports are not viewable through TAB, rather they are sent to doctors via email. For this to happen you must have a work or personal email set up in TAB. If you’re not sure, or to add an email address, click on Edit Info (located above the schedule page), and verify there is a Secondary Email for TAB entered in the box. If there isn’t, enter an email address, then click Save, then Finished. 1. Pull up the Net Promoter Score for the previous month and read patient verbatim. 2. The Store Manager should access Medallia, using this link:

https://luxottica.medallia.com/sso/luxottica

3. Log in with your Lux ID and network password. 4. Click on show filters 5. Click Time Period, Click Fiscal Month (Previous). 6. Click on the Region and ensure your region is selected. 7. Click on the store and ensure your store is selected. 8. Click Run. 9. Make sure you do not record the data that shows up in the dials (this data will always show results for fiscal year-to-date and current fiscal month-to- date). 10. To get the NPS score for previous fiscal month (or any other period you select in the period filter), please look at the section right below your dials. Under “Total” you will find both the Optical NPS score and the Doctor NPS score. Record the numbers from this section. 11. Without changing the filters, click on Responses, then in Score Filters, change between LTR (Likelihood to Recommend the Brand) and Doctor LTR (Likelihood to recommend the Doctor) to review verbatim or use it unfiltered to see all verbatim (this will include both patient that had an exam and those that did not have an exam with the doctor).

FOR TARGET OPTICAL AND SEARS OPTICAL

At Target Optical and Sears Optical you can access NPS insights directly through Medal- lia. The more feedback you receive, the better equipped you are to deliver experiences that inspire your patients to come back to your practice. Here’s how to access your NPS information. Before starting, download and read the Doctor NPS Training Guide. It provides information on how to navigation through the Medallia dashboard and education on how to effectively use NPS information. 1. Use the following link:

http://luxottica.medallia.com/luxottica

2. Log in with your assigned username. • For Target Optical, your username will be “TGADMIN” + your four-digit location number (for example, TGADMIN1234) • For Sears Optical, your username will be “SRADMIN” + your four-digit location number (for example, SRADMIN1234) 3. Click on show filters 4. Select Yes under the Optometrist Eye Exam filter. 5. Click Run. 6. On the Dashboards page, check your store’s and practice’s Year- to-Date (YTD) NPS and compare it to the total Brand. 7. Scroll up to read new comments from Promoters and Detractors.

Resources

(Click the name of the resource for access)

https://luxottica.medallia.com/sso/luxottica

15) The Appointment Book (TAB)

In this section, you will learn: • What The Appointment Book (TAB) is and how using it effectively will benefit your practice. • The basics of using TAB to schedule initial appointments and next eye exam appointments • How to set up and customize TAB to your practice • How to set up your Doctor Bio page for prospective patients searching for your valuable services on the Internet • How to grow your practice with Automated Recall and Ratings & Reviews • How to use the reporting features available in TAB

Why is this important? The roadmap to sustainability and growth is patient retention. The Appointment Book is an excellent web-based scheduler that enables you to track, in real time, the health of your business. Some of the benefits of using TAB are: • You can access your appointment book from any location with Internet access • Online patient appointment scheduling is a convenience for your patients and staff • Simply scheduling next eye exams for patients is an effective way to build patient loyalty • Color coding makes it easy to track your day at a glance • Reporting statistics are available at the touch of a button to monitor exam and check counts, no shows and even next eye exam and retention percentages

What metrics or standards How often does this happen? does this impact? TAB should be set up before using it • Practice revenue initally. Thereafter, it should be used every day and updated when office hours, • Number of exams doctors or other key elements of • Patient experience the practice change. • Patient retention

What You If you are new to The Appointment Book (TAB), or require some refresher Need to training on certain procedures, there is help found here, as well as online Know in TAB. On the following page is a training plan for learning TAB that you can use on your own, but it’s best learned with a peer, OD Mentor, Store Manager, or another local resource who is knowledgeable about TAB. Be sure to make TAB a topic for your Regional Manager visits as they can help you with using TAB effectively to drive your practice results.

PRINT THIS CHECKLIST

TOPIC WHAT YOU’LL FORMAT ACTIONS LEARN OVERVIEW OF TAB AND BASIC TRAINING Basic Training Learn the difference between blue Video Tutorial • Read the Overview of TAB, Your TAB Journey Starts and white cells, an explanation of Here, and Basic Training sections of the Doctor color coding and symbols found in Resource Guide TAB, and how to schedule events • Open or Print the TAB Coding, Symbols, and such as lunch or meetings. Procedure Quick Reference • Watch Basic Training Tutorial

SETTING UP TAB FOR YOUR PRACTICE

Verify TAB is Set Ensure TAB has been configured Activity • Read the Setting Up TAB for your Practice section Up Correctly correctly according to your of the Doctor Resource guide. Enrollment Form • Login to your office’s TAB account (not the Test Drive site) • Ensure all doctors have been added to TAB, names are spelled correctly, and NPI# are accurate • Ensure office days and hours are set up correctly • Ensure doctors are scheduled on the correct days • Ensure office name, address, phone, fax, • If any of the above are incorrect, submit a Schedule Revision Form

How to Add a Doctor How to add a doctor Document • Read tutorial documents if needed to your practice

How to Remove a How to remove a doctor from Document Doctor your practice

How to Add or How to add or remove Document Remove Days to the complete days Schedule

How to Change How to change office hours Document Office Hours on the Permanent Schedule

TOPIC WHAT YOU’LL FORMAT ACTIONS LEARN SETTING UP OFFICE PREFERENCE AND ADMINISTRATIVE FEATURES Admin vs. Office How to establish one or more Document • Read the Setting Up Office Preferences and User IDs administrative users and create Administrative Features section of the Doctor office user IDs for other Resource Guide staff members • Read tutorial document if needed • Set up Admin User ID(s) • Set up Personal User ID(s)

Office Preferences How to set up patient Document • Read tutorial on How to Set Up Office Preferences communication preferences, local • Verify information in General Information tab marketing preferences and others • Set online scheduling preferences in Online Scheduling tab • Select types of patient communications to use in Communication Preferences tab (more information covered in Automated Communication Channels) • Skip the Automated Calls section for now. This will be covered later in your training under Automated Communication Channels • View Audit History…no action required

How to Upload How to upload standard, or Document • Read How to Upload Patient Forms tutorial Patient Forms your own, forms to TAB

Merge Duplicate How to merge duplicate patient files Video Tutorial • Read How to Merge Duplicate Patients tutorial Patients into one single file and Document

Extend Office Hours Learn how to temporarily Video Tutorial • Read and watch tutorials on How to Extend Office extend office hours and Document Hours

TOPIC WHAT YOU’LL FORMAT ACTIONS LEARN SETTING UP YOUR DOCTOR PRACTICE TEMPLATE (DOCTOR BIO) Doctor Practice Set up information about doctors, Document • Read the Setting Up Your Doctor Practice Template Template staff, practice location and services (Doctor Bio) section in the Doctor Resource Guide offered that prospective patients will • Read the Practice Template Training tutorial see on the Internet when searching • Ensure information is correct on Location tab for eye care or an optometrist • Update the services you and your practice offer in the Services tab • Update the type of payments you accept in the Payment tab • Update the various fees you will charge in the Fees tab • Update the insurances you accept in the Insurance tab • Update languages that you or your staff speak in the Languages section • Provide any additional information you would like your patients to know about you or your practice in the Notes tab • Provide bios for ALL doctors in the Doctors tab so patients know who they are seeing; be sure to upload a photo

SETTING UP YOUR DOCTOR PRACTICE TEMPLATE (DOCTOR BIO)

Basic Training Refresher from beginning Video Tutorial • Watch the Basic Training tutorial one more time for of this section a refresher

Life Cycle of an Learn how to schedule an Video Tutorial • Read the Using TAB to Schedule Appointments in Appointment appointment, check a patient in and Document the Doctor Resource Guide and out, enter an Rx expiration date • Log in to the TAB Test Drive site, Username: and schedule the patient’s store0000, password: recall05 Next Eye Exam • If you haven’t already, print out the TAB Coding, Symbols, and Procedure Quick Reference Guide • Use the Doctor Resource Guide, Quick Reference Guide, and tutorials to practice… • Schedule an appointment • Check a patient in • Check a patient out • Enter an Rx expiration date • Schedule the patient’s Next Eye Exam • Set the patient’s communication preferences • Continue to practice until you feel comfortable

Patient Search Learn what patient search is, how it Video Tutorial • Watch the Patient Search Tutorial can reduce duplicate patient files • Practice doing a Patient Search in the Test Drive site and how it increases the accuracy of • Finish the section by reviewing the document patient retention statistics Winning at Patient Retention with the Next Eye Exam

TOPIC WHAT YOU’LL FORMAT ACTIONS LEARN GROW YOUR PRACTICE WITH AUTOCALL AND RATINGS & REVIEWS Auto Call Independent Affiliated Doctors only Document • Read the Grow Your Practice with Automated Information Packet Communication Channels and Ratings & Reviews in the Luxottica Doctor Resource Guide • Read the Auto Call Training Guide • If you haven’t already, enable the Auto Call feature in the Automated Calls tab under Office Preferences (Note: this is voluntary but highly recommended)

Ratings & Reviews Document • Read the Ratings & Reviews section of the Doctor Resource Guide • Read the Ratings & Review Training Guide

• REPORTS

Schedule Report • Read the Reports section of the Luxottica Doctor Office Detail Report Resource Guide TAB Dashboard • Familiarize yourself with the information found on Reports each of the reports • Watch the TAB Dashboard Reports Tutorial

REPORTS

How to Check for The topics in this section are best reviewed after you Online Availability have set up TAB and have a good understanding of and Add Capacity its basic functions. After you have practiced for a few weeks… • Review how to make the best use of each report with your Regional Manager or OD Mentor • Review How to Use TAB Effectively section with your Regional Manager or OD Mentor when they visit

Tasks and Instructions PRACTICE WHILE YOU LEARN

Access to the TAB Test Site and Help Tutorials TAB provides a test site where you can practice learning everything taught in the tutorials in a safe environment. Please log on to this site as you go through your training so you can practice the steps while you learn.

TAB TEST SITE To access the TAB test site... • User ID: store0000 (the word “store” followed by four zeros) • Password: recall05 (the word “recall” followed by a zero and five) NOTE: Do not change the password for this site.

All of the video tutorials and help documents that appear in this Resource Guide can also be located within TAB. To access the help tutorials and documents, click the word “Help” at the bottom of the screen.

NOTE: The training videos cannot be viewed on eyeNet.

OVERVIEW OF TAB AND SOME BASIC TRAINING

To get started, please watch the video (link below) to get an overview of some of the basic elements of TAB: • The difference between blue and white cells • An explanation of how TAB uses color to code certain appointments and time slots • An overview of the symbols found in TAB • How to schedule events such as lunch or a meeting

Watch Basic Training Video

TOP MENU OF TAB

When you first log into TAB, you will see this menu at the top of your screen, as well as the schedule for the day (if there is one). Here is a brief explanation of each of these areas of TAB.

home Can be clicked at any time to return the user to the current day of the Appointments Schedule.

my account Allows the user to adjust her/his account information. The user’s first and last name, email address (for password resets in the event that the user is locked out of TAB), or password can be updated.

admin This option is only available for office admin users. The menu provides a range of options (these will be covered later in training).

email This provides the email address for offices. Email cannot be sent from this account to safeguard against spam email, which blacklists the account enabling email to be successfully sent to all email accounts. Please check your email daily as patients will send questions to your office.

logoff This simply closes the appointment book session and brings the user to the login screen.

Confirmation / Allows the user to search for a specific appointment. Reference #

SETTING UP TAB FOR YOUR PRACTICE

Before we start learning how to use TAB we need to ensure your practice is set up properly. This involves the following: • Verifying TAB is set up the way you requested on the Set Up Form • Setting up which doctors will practice here by adding and/or removing doctors from the appointment book • Setting up, adding or removing specific days to your schedule • Setting up or changing your office hours

Verifying Tab Is Set Up Properly

If you are an Employed Doctor TAB has already been set up for your office. If you are an Independent Affiliated Doctor you are personally responsible for filling out your enrollment form and signing the application to be set up. Either way, you’ll want to check to ensure everything is correct in TAB and verify the following information: • Doctors who will practice in your location • Proper spelling of your doctor’s names • NPI numbers for your doctors are correct • Office schedule, exam/check-up appointments, including days and hours • Doctors scheduled on the correct days • Practice name, address, phone, fax (the phone number can only be updated by calling TAB or email [email protected])

If changes are required you should complete the Schedule Revision form. This is an electronic form located in the Admin section of TAB. You’ll need to log into TAB to access this form.

There are several resources in the Help section of TAB that can assist you in performing these functions, which you can also access here: Video: • Schedule Revision Tutorial (video) Documents: • How to Add a Doctor • How to Add or Remove Days to the Schedule • How to Change Office Hours on the Permanent Schedule

SETTING UP OFFICE PREFERENCE AND ADMINISTRATIVE FEATURES Next you’ll want to set up your office preferences, as well as learn some administrative features of TAB that you’ll need as you begin scheduling patients. These topics are: • Setting up personal user IDs • Setting up office preferences • How to upload patient forms • How to merge duplicate patients • How to temporarily extend your office hours during certain seasonality

Setting up Administrative and Office User IDs TAB issues the administrative user ID and password upon completion of setting up the book. It is up to the Independent Affiliated Doctor at the location to share the administrative log in with an Office Manager. Administrative users are able to change, edit and manage all aspects of TAB in the office. You’ll set up office user IDs for staff members who will be able to use the scheduling features of TAB, but will not have administrative privileges. There are best practices to managing TAB depending on your office arrangement.

The Administrative ID • The administrative ID should only be used when performing administrative maintenance in TAB, including the following: • Setting up a new user • Deactivating a user • Performing major changes within TAB (such as replacing a doctor, even updates, schedule changes, etc.) • The administrative ID should only be used by the managing doctor or Office Manager in employed locations, and by the primary Independent Affiliated Doctor or Office Manager in independent affiliated offices (although it is up to the Independent Affiliated Doctor’s discretion)

The Office User ID • The office user ID should be used on an everyday basis when using TAB. For security purposes, this type of account does not have the same permissions as the administrative ID. • Each individual who access TAB should login with their personal user ID every time; this is a safeguard that protects patient data and also ensures an accurate audit history of which user ID performed specific actions within TAB • The admin can also reset personal User IDs

To walk you through this, click on the training document below and follow the instructions for setting up these user IDs. • Administrative and Office User ID Training

Setting Up Office Preferences The training below covers how to set general office information, online scheduling preferences and communication preferences for the office. It will also cover how to check the history of updates to Office Preferences. There are several key areas in the Office Preferences section that are outlined below and explained further in the training document.

General Displays general information about the office, which will show up on the website (covered later in Setting Up Doctor Bios)

Online Scheduling This will only be available for the location to choose a one to three hour schedule ahead if they are online on the brand website

Communication Allows you to choose text, email, postcards and Preferences automated call communication that go out to patients

Automated Calls Enable auto phone calls to your patients, choose when office staff is available for patient calls that maybe transferred to your office; gives you the opportunity to activate Next Eye Exam confirmation reminders and reminders for Existing Patient Appointment reminders

Local Marketing Increase search rankings and conversion on Google by increasing the number of ratings (and the average rating)

Audit History Allows doctors to further enhance relationships with patients; will show and change made or action taken with patients by any user

Access the training document below for instructions for setting up your office preferences. • Office Preferences Training

How To Upload Patient Forms There are many forms that can be used when seeing patients such as patient information forms, medical forms, etc. There are three different ways to upload these forms into TAB and associate them with the patient’s appointment. 1. You can use a standard form provided by TAB. 2. You can use your own form. 3. You can link to a website that stores your form.

Access the training document below to learn how to upload various forms into TAB. • Upload Patient Forms Training

How To Merge Duplicate Patients Duplicating patient records is bound to happen, so you’ll need to know how to merge two or more records for the same patient into one single file. This training also shows you how to run a Duplicate Patient Report to easily see all patients that may be duplicates. Reducing duplicate patients is not only important for good record keeping and preventing duplicate reminders going out to patients, it also increases the accuracy of your patient retention statistics! Click on the video tutorial below and follow along with the training document to learn how to merge duplicate patient records. • Merge Duplicate Patient Tutorial (video) • Merge Duplicate Patient Tutorial (document)

How To Temporarily Extend Your Office Hours There may be times when you need to extend your office hours during certain periods of seasonality such as holidays. When you do this you will only be able to schedule additional appointments from your office. Additional appointment slots will not appear on the brand website for potential patients to schedule online.

(Conversely, there may be times where you need to shorten a day due to a special event or holiday. In this case you would just create an event for the time period that no appointments will be available. This was covered in the Basic Training section.)

Click on the video tutorial below and follow along with the training document to learn how to temporarily extend your office hours. • Extend Office Hours and Insert OD Features Tutorial (document)

SETTING UP YOUR DOCTOR PRACTICE TEMPLATE (DOCTOR BIO) Research says that more than 50% of consumers search for local businesses at least once per month, and nearly 70% search for a local business at least six times each year. Patients searching for eye care and optometrists online need to be able to see information about you, your AODs, your practice and the valuable services you offer. Below are examples of what you might communicate about your practice to prospective patients.

• Services: “Retinal Imaging,” “Same Day exams” and Office Hours • Payment: “Credit Cards Accepted,” Cash and Checks • Fees: Eye Exam and Contact Lens Starting Fees • Insurance: “Insurance and Discount Plans Accepted” • Languages: Spoken Languages (i.e., English, Spanish, Mandarin) • Doctors: Education, Professional Memberships and Professional Photo

The Editing Practice Template is one of the many features that allow both Independent Affiliated Doctors and Employed Doctors to publish biographical (bio) and practice information on the specific brand website. When logging into TAB with the administrator ID and password, this information can be updated quickly by clicking the “edit info” link beside the practice name. In order for information to be transferred to the online website, you must click “Save” after updating each section.

Importance of Communicating Office Hours Your patients need to know when the “doctor is in.” This is the place to communicate your availability. This is really important because: • Retail store hours and doctor office hours are not always the same • If you don’t have seven-day coverage, communicating your availability can stop misunderstandings • Brand websites will only post retail hours • Miscommunication may negatively impact your patient’s overall experience

Once information is entered in the +-

USING TAB TO SCHEDULE APPOINTMENTS It’s now time to learn how to use TAB to schedule patient appointments. Here you’ll get an overview of, “The Life-Cycle of an Appointment.” Then you’ll get specific instructions on how to: • Search for patients • Schedule an appointment • Check a patient in and out • Enter an Rx expiration date • Schedule the patient’s next eye exam

Before you begin, you may want to review one of the training videos you’ve already seen, as a refresher, as well as a second video that provides an overview of scheduling and completing an appointment from start to finish.

• Life Cycle of an Appointment (video) • Life Cycle of an Appointment (document)

At this point we will walk through, in detail, how to schedule an initial appointment, check a patient in and out and schedule their next eye exam. We’ll start by introducing you to the two pages of TAB: The Appointment page and the Next Eye Exam page.

THE TWO PAGES OF TAB The Appointments page is where upcoming appointments and other events are displayed.

Blue and White Cells – What Do They Mean?

The blue cells on the regular schedule of TAB are available for appointments scheduled in the office, for patients scheduling online, for EyeMed captains at health fairs or the call center in the Exam column.

The white cells are for overflow appointments and can be scheduled only in the office.

What’s So Special About Those Blue Cells? Only blue cells are available to be viewed online. There are two reasons to add more blue cells to your appointment book: • You will provide patients with more opportunities to book appointments with you online • The majority of your patients are looking for you online! After you have developed amazing bios for you and your doctors, you’ve given them every reason to schedule an exam with you. Now, it’s time to ensure you have the capacity and give them the opportunity to see you. It’s like making this amazing dinner and now making sure you have enough seats at the table!

The Next Eye Exam page is where, as the name suggests, the patient’s next eye exam is scheduled.

HOW TO SCHEDULE AN APPOINTMENT Click ‘a’ in any available time slot

When searching by “Last Name” and/or “First Name” fields, enter the first three letters of the patient’s last name and the first letter of the patient’s first name.

Search results will appear at the bottom of the screen in green. Select the patient’s name, or click “back.”

CHECKING A PATIENT IN Click on a patient name.

Click “check in.”

The appointment turns purple when checked in.

CHECKING A PATIENT OUT Click on a checked in patient appointment.

Click “check out.”

Once “check out” is clicked, TAB will ask if an Rx was written and if you’d like to create a Next Eye Exam for the patient.

Click “Yes.” (If you click “No,” TAB will automatically return to today’s schedule.)

SCHEDULING A PATIENT’S NEXT EYE EXAM After clicking “Yes” to create the Next Eye Exam for this patient, TAB will copy the patient’s information to the clipboard and automatically go ahead 53 weeks on the Next Eye Exam Schedule page. If the doctor wants to see the patient before or after the 53 weeks you, can always toggle to the date.

Click the “p” (paste) symbol in the time slot you want to schedule the Next Eye Exam in. Once the Next Eye Exam is scheduled, click “home” to return to the schedule pages.

WINNING AT PATIENT RETENTION WITH THE NEXT EYE EXAM Did you realize there are at least seven opportunities in the patient experience when you, your staff or the retail associates can educate your patients on the “whys” of the annual eye exam. When scheduling the Next Eye Exam, always reinforce the specific reasons why you want to see the patient again.

Winning at Patient Retention with the Next Eye Exam

You can download a guide to quickly reference the importance of the annual eye exam, TAB colors and symbols, checking patients in, checking patients out, scheduling their next eye exam and rescheduling patients.

TAB Coding, Symbols, and Procedure Quick Reference Guide

PATIENT SEARCH Learn what patient search is, how it can reduce duplicate patient files and how it increases the accuracy of patient records.

Patient Search Tutorial (video)

GROW YOUR PRACTICE WITH AUTOMATED COMMUNICATION CHANNELS AND RATINGS & REVIEWS There are several channels used to automatically communicate with your patients about their next eye exam. With each patient you will want to ask, “How would you like to receive appointment reminders?” The four options are: • Post cards • Email reminders • Text messaging • Automated calls You’ll select one or more of these in the patient’s Communication Preferences area before the patient leaves the practice. (Be sure to ask the patient. Don’t just select them all. This could cause the patient to become dissatisfied if they receive more communication and reminders than they wish to.)

If the Email box is set to “Yes” it will opt the patient into ALL communications. if the patient does not want to receive all communications the office should ask if they would like to receive only email eye exam reminders for their appointment. If the patient agrees, the office should set the first Email box to “No”, but the second box (Do you want to receive reminders?) to “Yes” for email reminders only.

On the following page is a summary that tells you the timing of each channel of communication with the patient.

Post cards, Email reminders, and Text messaging are automatically available in TAB. The fourth, automated calls, must be set up by the doctor.

Automated Calls Automated calls are an incredible way to optimize the TAB functionality and support patient retention in your practice. There is no additional cost to activate automated calls for your practice.

Why Activate “Auto Call?” • Makes the majority of calls – Automation delivers a consistent script for the calls, at times of the day that achieve the highest live answer rate. Auto phone calls are made at 15 and 8 days. Once the patient confirms the appointment, no further confirmation calls are made. If the office confirms the appointment, the auto phone calls do not go out. • Increases patient retention – More confirmation and reminder calls translates into higher patient retention. • Decreases no-shows – Automating reminder calls reduces no-show patients. • Provides more time for effective scheduling – Successful patient retention begins during the initial appointment when the next eye exam is scheduled. Reducing the manual outbound confirmation and reminder calls gives you more time to spend personal- izing the patient experience – including education about the importance of an annual exam.

Although Auto Call is enabled when TAB is newly set up, you will need to fill out the information in the Automated Calls section for the calls to begin. Click on “Admin,” then “Office Preferences,” then “Automated Calls.”

The Auto Call Training Guide below provides information about the automated calls and how to complete the easy set-up process in the Admin section of TAB.

• Auto Call Training Guide

Ratings & Reviews (LensCrafters and Target only)

What are Ratings & Reviews? • Publically-published evaluation of a patient’s experience with your office • Can include up to a five-star rating with or without a testimony • Can be published on third-party sites like Google, Yelp, ZocDocs, etc. • Can be published on first-party sites, like the OD Landing Pages hosted by Yext and/ or your own website

Why OD Ratings & Reviews? • Increases search rankings and conversion on Google (by increasing the number of ratings and the average rating) • Allows doctors to further enhance relationships with patients

Details on how to participate are found in the Ratings & Reviews Training Guide below.

• Ratings & Reviews Training Guide

REPORTS Reporting is necessary to gauge the performance and effectiveness of your scheduling tool. Although there are a number of reports available in TAB, this guide highlights the top three reports that the Eye Care team has found to have the highest return on your time and investment in analyzing your office. • The Schedule Report • The Office Detail Report • TAB Dashboard Reports: • The 12 Month Availability Report • The Fiscal Week Availability Report • The Performance Metrics Report

To access all reports:

1. Click on the “reports” button on the appointments page.

2. Select the desired report from the “reports” drop-down list. (The system will default to the Schedule Report.)

The Schedule Detail Report The Schedule Detail Report allows you to manage your daily schedule. It will generate a patient list showing several types of patient status: • Active • Same Day • Complete • No Show • Canceled • Next Eye Exam

This report can help you fill the exam chair and improve Comp YTD Exams Checked-in and Partial YTD Patient Retention results by: • Identifying appointment information, recall notices sent and symptom notes for your scheduled patients • Providing patient information up to a two week date range, between Start and End dates, which allows you to look back at missed NEE to preform follow up calls, thus improving patient retention

The Office Detail Report The multi-page Office Detail Report helps identify trends and opportunities for your office to improve TAB processes. The report shows a summary of appointment dispositions including Next Eye Exams, Online Appointments, No Shows, Appointment Types scheduled and cumulative Patient Data. Below is a table that describes each section and provides guidance on how to use the information.

SECTION & DESCRIPTION WHY IS IT IMPORTANT.

1. NEXT EYE EXAMS ADDED LAST VISIT (Total Opportunity for Exams this Year) Use this data to gauge This information based on the original Retention by viewing the day of the Next Eye Exam. For example, number of exams (NEE) if the NEE was originally scheduled for added from last year and Thursday and moved later to Saturday, number confirmed this year. the disposition of the NEE will display on Thursday.

2. NEXT EYE EXAMS CONVERTED to Use this data to predict Scheduled appointments (patients future business by successfully converted from NEE viewing the number of to appointments). This number will be appointments from this year higher than Retention if patient does not that have NEE created for keep their appointment. next year. 1 • Are the majority of 2 3. NUMBER OF EXAMS CONVERTED patients being BY OFFICE. scheduled for the future? 3 • What are the reasons for missed opportunities?

Analyze trends and 4 4. NUMBER OF PATIENTS CONVERTED understand patients are BY AUTOMATED OPTIONS. This scheduling appointments, information demonstrates the useful- whether online or over ness of automated calls to reduce staff the phone to maximize calls, which will help increase productiv- available appointments. ity. Evaluate confirmations numbers to 5 see which automation channel has the 6 most success, then ensure that staff are obtaining the that type of information 7 (patient’s communication preferences) when scheduling their NEE.

5. PERCENT CONVERTED TO SCHEDULED APPOINTMENTS.

6. Actual number of patients who confirmed and kept their NEE 8 appointment. This is YOUR RETENTION METRIC.

7. OPPORTUNITIES NOT REALIZED FOR THE MONTH (i.e., NEE left behind).

8. How consistently is staff scheduling NEE for patients? If not 100% uncover reasons and beliefs. Why would a patient would not be provided with a NEE appointment?

SECTION & DESCRIPTION WHY IS IT IMPORTANT

9. NUMBER OF APPOINTMENTS • Opportunity for doctor to SCHEDULED ONLINE. Compare update online profile. with online availability on the • Opportunity to use added brand’s website. capacity. • Evaluate Existing Patients scheduled online. If offices are not seeing a large number of existing patients scheduling online it is most likely because patients aren’t aware they are able to. Office staff and retail 9 staff should be letting patients know they can schedule online to help alleviate the number of calls coming in to the office. The staff also might not be getting email addresses for patients to confirm NEE as those would show up as existing patients as well. • Opportunity to capture more emails and enter as preferred method of communication. (If your patients have a higher tendency to book online which means they want to have their appointments confirmed that 10 way.)

10. SAME DAY APPOINTMENTS. • Opportunity to educate on This number is calculated as 1 hour online availability vs 3 100% minus Same Day %, which hour availability. (Doctors can equals % of exams that need to be choose how far in advance booked to achieve capacity (100% appointments show up online; − Same Day % = Exams to achieve 1 hour, 2 hours or 3 hours from capacity). Capacity is the total the current time. If they select number of exams that the office 3 hours fewer appointments will can do each day. Based on this be available online for patients calculation, the answer you get is to see.) the number of exams that need • Opportunity to educate on to be booked prior to opening to added capacity blue cells. 11 achieve full capacity.

11. NO SHOWS. • Opportunity to dispel myth of

online no-show percentage. Many offices believe online appointments do not show up for their exams so they try to limit the number of exams that can be scheduled online. This data will show which types of exams have the highest no-show percentage. • Opportunity to evaluate effectiveness or validity of 24-hour reminder calls made from office.

SECTION & DESCRIPTION WHY IS IT IMPORTANT

12. EMAIL ADDRESSES. • Here is where we link what the patients actually want vs. the behaviors observed in the office when they check in and check out a patient. Analyze Overall Email %... is it higher or lower than existing patient % of online appointments? Online patients have to supply an email address so you can compare the two. If the overall email is lower the office staff is not asking for email addresses over the phone or when patients are in the office.

13. PREFERED METHOD • Get the cell number. We are OF COMMUNICATION. more likely to reach a person on their cell phone than on their home phone. • Asking office staff how they would like to be reminded? If the data doesn’t match that, why not? We have to change the habits of how we ask it. • We have to actually ask these questions and not assume and click what we have always done for this patient in the past. • TAB automated is only as good as the number you obtained last year. This means many times when an existing patient calls to 12 schedule an exam we get their name but do not verify if their information has changed. The staff should always be asking what is the best way to communicate with the patient and then verify that the information we have is correct.

TAB Dashboard Reports The TAB Dashboard generates powerful reports that help you determine if doctor coverage should be increased or decreased based on patient traffic. These reports are so powerful they have earned the nickname “Practice CEO Reports.” NOTE: These reports are not viewable through TAB, rather they are sent to doctors via email. For this to happen you must have a work or personal email set up in TAB. If you’re not sure, or if you need to add an email address, click on Edit Info (located above the schedule page), and verify there is a Secondary Email for TAB entered in the box. If there isn’t, enter an email address, then click Save, then click Finished.

• The 12-month Availability Report • Allows you to track appointment patterns seasonally and identify which months to add or decrease OD coverage • The Fiscal Week Availability Report • Used to identify exams scheduled and exam potential by week and analyze which days and/or weeks require more or less coverage • The Performance Metrics Report • Track practice goals, compare last years’ stats and view benchmark from top brand performers

Learn what these reports are and how to use them effectively in the video tutorial below: • TAB Dashboard Reports Tutorial (video)

WAYS TO USE TAB EFFECTIVELY As with any tool, it’s one thing to understand how to use it, and it’s another thing to know what to use it for and how to use it effectively. Here are some specific actions you should take to use TAB to its full potential for your practice.

How to Check Your Online Availability and Add Capacity • Why is this important? • Allows additional online appointments to be scheduled and give a greater online presence • Schedule can be altered by creating events in exam times you do not want to show up online

Exercise: 1. Go online and choose your location. 2. Try to make yourself an appointment. • If you have good online availability, great! • If you do not have good online availability, you can adjust your schedule in TAB within the Schedule Revision Form

How to Follow Up on Unconfirmed Next Eye Exams So you’ve opted in to all forms of automated communication for the patient. Now all you have to do is sit back and wait for them to come back, right? Not yet! There’s still one more step to boost your patient retention, which transitions from the automation of TAB to intentional and responsible action on your part to ensure your patients return. Once all automated actions have been completed, we still have patients who have neither confirmed nor denied their Next Eye Exam. At this point it’s the responsibility of the office to connect with these patients. The single most effective way to increase patient retention is to contact these patients manually based on their communication preference. They have not responded to any other recall channel!

• Identifying the “pink” patients in TAB gives you an opportunity to follow up with them to schedule their Next Eye Exam • Exercise: 1. On the appointments page of TAB click on “Next Eye Exams.” 2. Call your “pink” patients and remind them it is time for their Next Eye Exam and reschedule, if needed, and set a new date and time for them to come.

How to Use Weekly View to Maximize Scheduling Efficiencies The “weekly view” button allows a user to select a doctor within the office and view the Sun- day through Saturday schedule. This allows a snapshot of the whole week for the selected doctor to assess patient flow before scheduling an appointment. Example: Dr. Smith has 13 appointments booked for Monday, but Wednesday and Thurs- day Dr. Smith has only four appointments on each day. You can encourage patients over the phone to schedule on Wednesday or Thursday (days that have fewer patients booked, which will improve patient flow).

THE TEMPORARY APPOINTMENT BOOK Prior to the opening of the store, a temporary, paper-based appointment book may be used to schedule patients when TAB is not programed yet for use at the location. If you cannot locate a copy of this document, contact your Regional Manager for your brand’s version of this tool.

Before you begin scheduling patient appointments confirm the following: • Doctor/practice name and doctor • Days and hours doctor will be available for appointments • Fees • Payment types (credit cards, etc.) • Insurance information

THE STANCHION SIGN (TARGET OPTICAL ONLY)

Suggested Use as a Successful Conversion and Inside Attraction Tool:

Make it a habit in the morning to: • Ensure that the sign is updated and placed in front of the store (or along the racetrack if approved) for guest to clearly view upon store opening • Replenish doctor business cards in the holders • Keep sign updated as same-day appointments (online and in-store) are made for the day • If the sign was not up-to-date and a potential patient comes into the store, the team members will collaborate with you to potentially work the patient into the schedule

Resources

(Click the name of the resource for access)

THE TAB TEST SITE AND HELP TUTORIALS

To access the TAB test site… • 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 Hours: 8:30am – 5:00pm EST

16) Local Doctor Marketing

In this section, you will learn: • Four types of doctor marketing support for your practice and their value to you as a doctor • Ways you can go beyond what Luxottica Marketing offers and do more in your own community • For Target Optical only at this time, ways to engage other doctors using Basecamp and social media

Why is this important? We want people to recognize you as the best doctors in the market who provide the best eye care experience to all their patients.

What metrics or standards How often does this happen? does this impact? Marketing happens every day. Some • Practice revenue marketing tasks outlined in this section are one-time “set up” tasks, while • Number of exams others are ongoing. • Patient experience

Luxottica Retail Optical North America invests in growing your business – from eye exams to contact lenses – via marketing. One of the reasons you probably affiliated with Luxottica is the brand recognition and marketing investments, which provide you a strong foundation and ongoing support for your patient base. 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 offered to you for you to execute on your own and in your local market. This section details the types of marketing Luxottica and you will use to achieve your business goals, the marketing resources available to you and the steps you can take to market your practice.

What You Need to Know OD marketing objectives are:

• Elevate the perception of affiliated ODs by celebrating the quality of care by the ODs 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 • Local attraction marketing

INDUSTRY / CATEGORY MARKETING Think About Your Eyes® is a national public awareness campaign supported by 21 organizations and designed to educate the public on the benefits of vision health and promote the importance of getting an annual comprehensive eye exam. Luxottica was a founding partner in the Think About Your Eyes campaign when it launched in 2013. Since launch, we have continued to be one of the largest sponsors of the campaign, which drove an incremental 1.1 MM eye exams in the category in 2016. A new and improved campaign, consisting of TV, radio, digital, social, search, and PR was developed in 2017 and will continue to run in 2018 during key seasonal periods. Doctors can access campaign digital assets for their websites by contacting od- [email protected]. The website includes a doctor locator where patients can find your practice and schedule an eye exam. Luxottica funds basic listings for doctors on the website locator who have indicated “Yes” for “OD Publishing” in TAB. Doctors who would like to fund “premium” listings can reach out to odmarketing@luxotticare- tail.com.

NATIONAL MARKETING CAMPAIGNS No matter which Luxottica brand(s) you are affiliated with, you can expect those brands to invest in marketing campaigns (media, paid search, search engine optimization) to drive your key business objectives. For example, LensCrafters invested millions of dollars in the CLARIFYE™ National Marketing campaign in 2016. Pearle Vision continues to elevate the neighborhood doctor quality in their campaign. While these campaigns may shift across brands and over time, you can expect the investment to drive eye exams.

Two essential elements of national marketing by brand are:

• Customer Relationship Management (CRM) Pearle Vision Facebook Social Post • Visual merchandising

LensCrafters Digital Strain Ad

LensCrafters See.Good.Daily Spot

Target Optical Quarterly Promo Digital Ad

Customer Relationship Management Customer Relationship Management, or CRM, is used by all brands to promote return visits by patients and customers. Customer CRM, with approximately 50% overlap to Patient CRM, is targeted directly toward people who have bought from the retail brand (many of whom also have eye exams with you). Maintaining this relationship with established customers via email and direct mail is the single largest, and most effective, marketing investment.

Visual Merchandising In addition to the out-of-store efforts that most immediately come to mind when thinking of marketing, there is also a lot of marketing support for your offices, called visual merchandising. Visual merchandising can include posters, patient brochures, etc. and are designed to help reinforce vision and eye health topics you discuss with your patients. Most visual merchandising is automatically sent to the store and should be handed to you by the Store Manager. These materials come with instructions about how to maximize the impact of each material. If you follow these instructions, you’ll be able to create synergies with all other marketing messages your patients may be seeing.

LOCAL MARKETING Each retail brand offers local marketing that is executed centrally out of the Luxottica corporate office. Each brand handles participation a little differently. Here are the types of local marketing and social programs available to you to market your practice: • Local Search • Ratings & Reviews • Local Attraction Marketing

Local Search All Luxottica brands launched elements of a local search toolkit to help ensure your practice is visible when patients go to Google (or other search engines) in search of an ‘eye doctor’ or ‘optometrist.’ This is an ongoing effort as we continue to lead the pack versus local and national competition. As we pursue this improved search ranking, we pull your practice information directly from TAB. Be sure your information is up-to-date and accurate...reference back to the TAB section of this guide for how to make updates.

Completed Profile

Ratings and Reviews Ratings & Reviews is a great way to keep a pulse on your online reputation, listen to your patients in a real-time fashion and gives you an additional medium where you can continue to provide comprehensive, extraordinary service beyond the chair. This tool syndicates reviews about your practice from numerous online sources to provide you a unified, holistic view of your online presence and what your patients are saying about the optometric experience you provide.

Local Attraction Marketing Local Attraction Marketing is a way to empower doctors to do more in their communities and, at the same time, call attention to the valuable services that their practice provides. You may choose to promote your own practice beyond the brand recognition by which you are associated. Certain tools are available for Target Optical and LensCrafters, such as the OD Marketing Toolkit, to help support your local attraction objectives. Additional advertising can help build your business. Be sure to check out a one-page document with some Local Attraction Best Practices

Social Media Programs Participating in social media programs can add great value to your practice. Currently, Luxottica provides social marketing to Target Optical. If your brand does not yet offer social media marketing, we encourage you to create social media pages for your practice and begin social marketing yourself to increase your practice’s visibility in your market.

Using the Tools to Market your Practice Basecamp is the online collaboration tool used as a central location to access all OD Marketing Toolkit materials, view Target’s promotional calendar and upcoming optical events, and join the discussion forum of Target Optical affiliated doctors. You can visit the OD Marketing Toolkit to grow your practice through local marketing. Below are Basecamp’s main sections and how you can use them to market your practice.

Forum Discussions: This is the most popular section of the OD Marketing Toolkit on Base- camp. In this area, Target Optical affiliated doctors can communicate with each other on a variety of topics ranging from back-to-school promotions, diagnostic equipment, malpractice coverage and more. To create a discussion about a topic you don’t already see listed, click on the Post a New Message button. Give your post a short, descriptive title so people can easily tell which discussion they are joining. Then, begin the discussion. To participate in an existing discussion, simply use the Add a Comment box below the last post to leave your feedback and add comments. NOTE: This forum exists to support collaboration between affiliated doctors, to share ideas, success stories and challenges you face in the industry. Our “Camp Rules” document can be found in the files section of the forum to give you tips for getting involved and keeping this forum a positive tool for all doctors involved.

Resource Tools: This section houses all the documents to help you utilize the benefits of being a Target Optical affiliated doctor and start building your practice. You are welcome to use these resources in your practice or share with your Target Optical team. Included are phone scripts for talking to patients, how-to documents that cover creating or updating your TAB account, and recorded trainings of our quarterly webinars.

Tasks and Instructions Now that you know about the types of marketing Luxottica and you can use to market your practice locally, you are ready to learn the specific tasks you can perform to ensure your practice establishes and maintains a strong presence in your market. In this section, tasks are broken out by:

• Ensure practice information accuracy: tasks you perform to ensure your practice’s information is accurate and consistent across appropriate platforms • Program enrollment/account creation tasks: tasks you need only perform once to get your practice enrolled in appropriate marketing programs or to create an account for an online tool/resource • Ongoing tasks: tasks you can perform on an ongoing basis to keep your practice front-of-mind to current and potential patients in your area

Ensure Practice Information Accuracy One of the most important components of local marketing is to ensure your patients can find you quickly and easily. So, it’s important your practice’s contact information is in the right place at the right time and that it is accurate. This section describes what you need to do to ensure your practice’s information is entered and up to date in the places where patients come to find you and in the places where your information is pushed out to attract patients.

The Appointment Book (TAB) The Appointment Book should be the single “source of truth” for information about your practice. Practice information entered into TAB ensures your practice is visible when patients go to Google (or other search engines) in search of an ‘eye doctor’ or ‘optometrist.’ It is also the mechanism by which your practice’s information appears on your affiliated brand’s website’s doctor locator search engine. Therefore, it’s important for your practice’s information to be correct in TAB so that local searches and brand doctor locator searches yield accurate results for your patients and potential patients.

To update your practice’s information in TAB: >>Update your practice information in TAB for Google purposes >>Update your information in the Local Marketing section in TAB

How To Update TAB

You can view your practice’s OD page on your affiliated brand’s doctor locator search engine as follows:

1. Navigate to your brand’s doctor locator search engine by clicking on the appropriate link below. 2. Click on your state, then your city. 3. Scroll through the listings and click on your practice name.

LensCrafters https://local.lenscrafters.com/eyedoctors Target Optical https://local.targetoptical.com/eyedoctors Pearle Vision https://eyedoctors.pearlevision.com Sears Optical https://locations.searsoptical.com/eyedoctors

NOTE: One of the advantages Luxottica provides to you in terms of local marketing is ensuring listings for your practice are consistent across all pages. Thanks to Luxottica’s partnership with Yext, your practice’s information, provided by you in TAB, will be consistent across all pages (such as yellowpages.com, Google, your OD page, etc.). Why is this important? Because, if Google sees that your name, address or phone number is listed inconsistently across pages on the internet, it will penalize you in your search ranking. Luxottica’s listing management capability ensures that your correct information (according to TAB) is listed across the most popular listings sites, thereby optimizing your practice’s ranking when people search for an OD.

Google My Business (GMB) Pages Google rewards brands that invest in their properties, including GMB pages, which feature commonly searched business information in a Google platform. When potential customers use Google to search for ODs near them, our goal is to have your practice show up on the first page of their search results. Having a GMB page increases your ranking in web searches so that your practice has the highest visibility possible. When you enroll in TAB’s Listing Management feature, a GMB page will be automatically established for you, if one does not exist today..

Program Enrollment / Account Creation Tasks Another important component of effective local marketing is to take advantage of the programs and tools Luxottica offers to you to elevate the visibility and reputation of your practice.

You can opt in to these types of programs using TAB: • Social media (Target Optical only) • Ratings & Reviews • OD Marketing Toolkit (LensCrafters and Target Optical only) • Basecamp (Target Optical only)

And, for Target-affiliated ODs, you can create an account on Basecamp to access important information about the brand and business-related topics.

Instructions for completing these tasks are outlined in the next pages.

Social Media Programs If your brand offers social media programs, you can view and change your participation status by logging into TAB as Admin, then go to the Local Marketing tab and confirm you are opted in to the programs you want.

Ratings & Reviews When you enroll in TAB, you should automatically be set up in the Ratings & Reviews program - if you are not, you can enroll by logging into TAB with you Admin login credentials. Select “Office Pref- erences” and then choose the “Local Marketing” header. In the “Ratings & Reviews” section, select “yes” and input any of your 3rd party webpage URLs to ensure we accurately sync your sites with our Reputation Management platform.

Increase search By increasing the On both Google And it allows you ranking (+32%) number of reviews, and the OD to further enhance and conversion review star average Pages your patient rela- (+18%) on Google & responding to tionships review

Create a Basecamp Account to Access the Discussion Forum for OD Peers You will need to create a Basecamp account and accept an invitation to join. To do so:

1. Email your name and affiliated Target store to [email protected]. You will receive an email invitation to join. 2. In your invitation email, click “Accept this invitation to get started.” 3. You’ll be prompted to create a password for your account. 4. Add your name and a photo to your account.

Once you have created your account, you are officially set up and have access to everything the OD Marketing Toolkit on Basecamp has to offer.

ONGOING TASKS

Here are the tasks you can perform regularly to ensure your practice is as appealing and accessible to current and potential patients as possible. • Complete your TAB profile • Regularly check your online presence • Respond to patient reviews • Leverage local attraction tools

OD MARKETING TOOLKIT The OD Marketing Toolkit includes the development and fulfillment of customizable tools that ODs can leverage to build their brand and drive eye exams in their local market. This is a resource that addresses a specific need that our optometrists have asked for.

Some of the tools that this website offers are:

• Printing of business/appointment cards • Vision screening and health fair materials • Digital banner ads • Social posts • OD brochures • And more…

All of the graphics are designed to complement in-store retail promotions. In addition, the brand has negotiated competitive rates on your behalf for the customization, printing and shipping of these materials.

Getting Started 1. Go to www.odmarketingtoolkit.com. 2. Select the LensCrafters/Target Optical button. 3. In the top navigation banner, and click on the Log In button. 4. Here, you will enter your TAB username, and your temporary password (the 10 digit office phone number from your TAB account). 5. Then in the top navigation banner, click on the Profile button. 6. This is where you will be able to view any available credit, order status, order history, location information, etc. 7. Now click on the Addresses button on the left side of the screen. 8. Here we will insert the OD’s Billing and Shipping Addresses for future use. Be sure to click the Save Address button at the bottom of the form, after each respective form. 9. Next, please proceed to the Account Details section, located on the left side of our screen. 10. Here you can create your new password; simply input the temporary password and confirm the new password that would like to be used. Then click Save Changes.

Ordering marketing materials 1. Go to www.odmarketingtoolkit.com. 2. Select the LensCrafters/Target Optical button. 3. Click on “Shop Available Designs” to browse all marketing materials . 4. Click on the piece you’d like to order, select your quantity and click “Add to Cart.” 5. A banner should appear informing you that your selection is now in your cart. Click “View in Cart.” 6. Review your materials and quantities that you order. 7. If you have any credit available, a banner will appear, asking if you’d like to “Apply Discount” to your order. If so, click and your subtotal should adjust accordingly. 8. Click “Proceed to Checkout” to confirm billing and shipping, then click “Place Order” at the bottom of the page.

Resources

(Click the name of the resource for access)

OD Marketing Toolkit

Thinkaboutyoureyes.com

LensCrafters local.Lenscrafters.com/EyeDoctors Target Optical local.TargetOptical.com/doctors Pearle Vision eyedoctors.pearlevision.com Sears Optical Locations.SearsOptical.com/EyeDoctor

For all OD Marketing Questions, please email: [email protected]

17) CLARIFYE™

In this section, you will learn: • The roles and responsibilities for SECDs, Regional Managers and the coordinator • What actions are required by doctors, Regional Managers, trainers and the coordinator • How to select a training curriculum for both Marco and ZEISS platforms • Who to call for CLARIFYE™ technical support • How to order materials for CLARIFYE™ through Central Purchasing

Why is this important? This section provides guidance on how to initiate training for a practice that is receiving CLARIFYE™ technology for the first time. The curricula in this section can also be used to train individual doctors and staff members.

What metrics or standards How often does this happen? does this impact? Anytime a practice receives CLARIFYE™ • Exam count technology for the first time. • Practice revenue • Patient experience

What You CLARIFYE™ is the experience that will differentiate your practice and elevate Need to the overall vision care experience, creating loyal patients and customers for Know years to come. CLARIFYE™ provides patients with a more comprehensive eye health assessment.

Although the CLARIFYE™ experience should be the same no matter what practice a patient is seen in, there are two technology platforms that are used. Some locations will use instruments manufactured by Marco/Nidek, and others will use instruments manufactured by ZEISS. The technology within both platforms is very similar. All locations utilize a wavefront aberrometer, automated phoropter and digital lensmeter. The Marco/Nidek and ZEISS locations utilize a “CLARIFYE™ Consultation System,” with the Marco/Nidek system consisting of a flat-panel, touch-screen and the ZEISS system consisting of a tablet to display patient information. For more information about what CLARIFYE™ is and its benefits, please contact your SECD.

OVERALL ROLES AND RESPONSIBILITIES

CLARIFYE™ Training Coordinator (Coordinator), currently Eliot Grossman, VP LensCrafters Eye Care • Responsible for selecting and scheduling a subject matter expert (SME) to train new doctor and technicians • Responsible for ensuring training materials are sent to doctor’s practice in time for training • Communicates SME name and travel dates to appropriate parties

Senior Eye Care Director • Informed by CLARIFYE™ training coordinator of new CLARIFYE™ training events • Subject matter expert on CLARIFYE™ functionality and patient experience

Regional Manager • Contacts CLARIFYE™ training coordinator with training need • Responsible for ensuring a new doctor starts reviewing CLARIFYE™ materials per recommended timeline • Responsible for ensuring the training facility is ready and materials are available onsite; coordinates with Store Manager to ensure before or after hours training is approved by mall (if applicable)

EVENT TIMING CLARIFYE™ TRAINING DOCTOR REGIONAL MANAGER TRAINER ACTION COORDINATOR ACTiONS ACTION

Training is When sublease Coordinator coaches and Doctor schedules Regional Manager None scheduled intake form is re- advises Regional Manager Associate Doctors and contacts coordinator. ceived and/or when on assigning e-learning to technicians for on-site Coordinator to declare new store opening doctor and staff training the need for date is confirmed CLARIFYE™ training and schedule the date (standard training date shall be the Thursday prior to opening if new store, otherwise regional and trainer should agree on a training date). Communicates date to doctor.

E-Learning After training is None Doctor and technicians Regional Manager None starts prior to scheduled complete e-learning assigns e-learning to training • Doctor assigns doctor (doctor will (see training training to staff and assign to staff) curriculum for technicians details) • Store Manager assigns training to retail associates

Trainer is ASAP prior to Coordinator selects trainer None None Works with selected training based on geography and coordinator to technology. Assists with book travel travel for training date

Training No later than two Coordinator sends initial When received, None None documents weeks prior to training documents to doctor familiarizes sent to office training the doctor’s practice and self with Participant ensures they arrive prior to and resource guides training. prior to onsite • Doctor and tech onsite training participant guides • Doctor Resource Guide

Onsite Launch day Coordinator contacts Doctor attends on-site Regional Manager Trainer provides training trainer during day of training with attends on-site event CLARIFYE™ occurs training to answer any technicians and provides experien- instrument training questions tial training on the to doctor and same day technicians

EVENT TIMING CLARIFYE™ TRAINING DOCTOR REGIONAL MANAGER TRAINER ACTION COORDINATOR ACTiONS ACTION

Next day One day follow- Coordinator contacts Doctor provides None Trainer provides follow up from ing training doctor and trainer to gain feedback to feedback to coordinator feedback from training coordinator on coordinator on call occurs training training

Assessment of Ongoing None Doctor assesses • Ensure doctor has CLARIFYE™ CLARIFYE™ behaviors access to support Keep open line of behaviors using the following training communication documents: documents. with doctor to • Workflow • Keep open line answer questions • Tips for Success of communication and support • Behavioral Checklist with doctor Keep open line of to answer communication with questions and trainer and regional support manager with questions

Two-week 2 weeks after None Attend CLARIFYE™ Recommend None post-launch launch store meeting with attending if possible CLARIFYE™ technicians and store store meeting manager

30-day follow- 4 weeks after Coordinator sets up and Attends 30-day • Conveys date and Attends 30-day up call occurs launch hosts 30-day follow-up call follow-up call time of call to follow-up call to address to address adaptation and doctor adaptation any needs from the location • Attends 30-day and needs follow-up call (coordinator, doctor, regional, trainer)

Ongoing Ongoing None Periodically use Visit location and use None assessment of Behavioral Checklist Behavioral Checklist behaviors to assess doctors and to assess doctors and technicians techs

Tasks and Instructions All Primary Doctors, Associate Doctors and staff are required to complete e-learning modules prior to the installation of CLARIFYE™. Refer to the Office and Staff Development of this guide for instructions on how to assign training to Primary Doctors, Associate Doctors and staff.

The following pages in this section cover training, technical support and how to order materials for each of the CLARIFYE™ platforms.

MARCO/NIDEK PLATFORM

• Training Curriculum • Doctor Training • Sublease Technician Training • Cross-Trained Technician Training for Employed or Modified Sublease Locations • Retail Associate Training • Technical Support for Marco/Nidek • Central Purchasing numbers Marco/Nidek materials

ZEISS PLATFORM

• Training Curriculum • Doctor Training • Technician Training • Retail Associate Training • Technical Support for ZEISS • Central Purchasing numbers ZEISS materials

MARCO/NIDEK PLATFORM

ZEISS PLATFORM

GETTING SUPPORT

CLARIFYE™ TECHNICAL SERVICE (MARCO/NIDEK)

• Used for both emergency (i.e., can’t do exams) and non-emergency situations • Used to submit requests for all technical issues related to: • OPD III wavefront aberrometer • Automated lensmeter • Automated phoropter • LCD chart projector • CLARIFYE consultation system software applications (except VueSimulator and e-mail app) • CLARIFYE instrument cabling integration with electronic health record system; contact your EHR vendor for all other questions on how your EHR system integrates with CLARIFYE • Issues with CLARIFYE consultation system hardware (monitor, computer, swing arm, printer, etc.) • Internet access and speed

How to Use Marco Technical Support 1. Click on the “EMERGENCY SUPPORT!” icon at the bottom left corner of the home page of the CLARIFYE Consultation System. 2. Select description of issue from drop down box, then fill in the following: • Store number • Name • Contact phone number • Emergency or non-emergency • Description of support issue Hours of Operation • Sunday to Saturday, 9:00 am - 10:00 pm, EST

VUECARE MEDIA SUPPORT Contact for all password changes, technical issues, questions, and training requests for: • VueSimulator • Email app

How to Use VueCare Media Support • CONTACT: CLARIFYE Account Representative • E-Mail: [email protected] • Phone: 1-800-685-8745

Hours of Operation • Monday to Friday, 9:00 am – 5:00 pm Eastern

CLARIFYE™ TECHNICAL SERVICE (ZEISS)

Used for all CLARIFYE™ instrument issues or questions related to the CLARIFYE™ experience, including: • Technical issues with CLARIFYE™ instruments • Issues with Internet speed/connectivity • Training requests • Comments • Suggestions

How to Use CLARIFYE™ Technical Service • Click on the SUPPORT icon • Fill in the electronic form with the following information: • Store number • Last name • First name • Phone number • Email • CLARIFYE™ instrument experiencing the issue • Serial number • Issue description • Description/comment • Phone: (877) 226-6632

Hours of Operation • Monday to Friday: 8:00 a.m. - 12:00 am Eastern • Saturday: 9:00 a.m. - 10:00 pm Eastern • Sunday: 10:00 a.m. - 10:00 pm Eastern

Resources

(Click the name of the resource for access)

For all CLARIFYE questions, please email [email protected]

CLARIFYE CP NUMBERS Marco/Nidek and Zeiss

CP# ITEM DESCRIPTION PLATFORM

3031312 CLARIFYE™ Printer Cartridge Brother hl3170CDW (Black) ZEISS

3031316 CLARIFYE™ Drum Unit for Brother hl3170CDW (Black 4pack) ZEISS

3031313 CLARIFYE™ Printer Cartridge Brother hl3170CDW (Cyan) ZEISS

3031314 CLARIFYE™ Printer Cartridge Brother hl3170CDW (Magenta) ZEISS

3031315 CLARIFYE™ Printer Cartridge Brother hl3170CDW (Yellow) ZEISS

3024147 Printer Cartridge Lexmark C543dn (BLACK) MARCO/ NIDEK (original 34 stores only)

3024148 Printer Cartridge Lexmark C543dn (MAGENTA) MARCO/ NIDEK (original 34 stores only)

3024149 Printer Cartridge Lexmark C543dn (CYAN) MARCO/ NIDEK (original 34 stores only)

3024150 Printer Cartridge Lexmark C543dn (YELLOW) MARCO/ NIDEK (original 34 stores only)

3024151 Printer Cartridge Lexmark CS310dn (BLACK) MARCO/ NIDEK

3024152 Printer Cartridge Lexmark CS310dn (MAGENTA) MARCO/ NIDEK

3024153 Printer Cartridge Lexmark CS310dn (CYAN) MARCO/ NIDEK

3024154 Printer Cartridge Lexmark CS310dn (YELLOW) MARCO/ NIDEK

3030041 CLARIFYE EQUIPMENT TENT CARD KIT 6/PK BOTH

3012535 Poster Frame Holder BOTH

3031765 CLARIFYE Quick Start Guides (5-piece) ZEISS

3031764 CLARIFYE Resource Guide ZEISS

CLARIFYE™ CP NUMBERS, Marco/Nidek and Zeiss, cont.

CP# ITEM DESCRIPTION PLATFORM

3031594 CLARIFYE™ Printer Stand BOTH

3035229 CLARIFYE™ Charging Cabinet ZEISS

3034177 CLARIFYE™ Tablet Cases ZEISS

3031603 CLARIFYE™ Equipment labels w/ instructions (kit) BOTH

3024347 IPAD, LIGHTNING TO USB CA ZEISS

3024348 IPAD, 12W USD POWER ADAPT ZEISS

3024087 CLARIFYE™ Lifestyle Vision Forms (Packs of 1000) BOTH

3024407 Lanyard Marco Nidek smart card MARCO/ NIDEK

3028967 MARCO NIDEK Clinical Training – Optometric Technician Partici- MARCO/ NIDEK pant Guide

3028968 MARCO NIDEK Clinical Training – Doctor Participant Guide MARCO/ NIDEK

3029095 MARCO NIDEK Clinical Training – Affiliated Doctor/MOD MARCO/ NIDEK Leader’s Guide

3029096 MARCO NIDEK Experiential Training - Retail Participant MARCO/ NIDEK Guide Form

3029097 MARCO NIDEK Experiential Training - Doctor Participant Guide MARCO/ NIDEK Form

3029098 MARCO NIDEK Experiential Training - Technician Participant MARCO/ NIDEK Guide Form

18) OPERATIONAL EXCELLENCE

In this section, you will learn: • Roles that a doctor plays in an optometric practice • Guidelines on several types of meetings to improve your business • How to incorporate various meeting tools to facilitate a conversation between a doctor and manager of the retail store

Why is this important? 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.

What metrics or standards How often does this happen? does this impact? Weekly, monthly and annually. • All key metrics • Patient experience

What You In an optometric practice the doctor can take on several roles: Need to • Clinician – using your expertise and technology to provide the best eye Know 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

As a business manager and entrepreneur, it’s critical to set aside time to engage in productive and collaborative meetings, measure and analyze results and plan. On the following pages are some suggested guidelines on several types of meetings that will support your business goals. With the exception of the annual business meeting, required per your sublease agreement, these meetings are voluntary for Independent Affiliated Doctors. We hope you will see value in collaborating with the retail store business leaders to improve both businesses.

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 key strategic topics to improve the business (pick no more than two or three)

Annual Business Meeting • Required per sublease agreement • With the Regional Manager and SECD (doctor may choose to include Store Manager for part of this meeting if desired) • 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

TOOLS TO FACILITATE BUSINESS MEETINGS To facilitate meetings between the doctor and Store Manager, several documents have been produced specific to each brand. Employed Doctors will use these documents to plan with their Store Managers, and we encourage Independent Affiliated Doctors to utilize these tools as well.

TO - OD Store Business Planner

LC - OD/SGM Cup-O-Joe Weekly Touchbase Worksheet LC - OD Monthly Business Meeting Worksheet LC - OD Practice Yearly Business Planning Worksheet

Being Developed

SO - OD Store Business Planner

Tasks and Instructions SCHEDULING MEETINGS TO REVIEW RESULTS • Independent Affiliated Doctors are encouraged to develop a routine of regular weekly touchbases with the Store Manager and monthly business meetings with the Store Manager and/or Regional Manager

NOTE: Employed Doctors should ask the Store Manager or Regional Manager to learn about what is covered in your meetings and how they’re scheduled.

• Review your key metrics using the reports available to you through TAB, NPS, the Store Manager, and the Regional Manager.

WHERE TO FIND AND HOW TO CALCULATE THE ACTUAL RESULTS To access all reports in TAB: 1. Click on the “reports” button on the Appointments page.

2. Select the desired report from the “reports:” drop-down.

To obtain Eye Exam Results in TAB: 1. In TAB, run an Office Detail report. 2. For the data (# of exams, etc.) you are seeking, define the dates for the report. 3. Click “Refresh” to run the report. 4. Document the results. 5. Repeat the running of the report for each time period.

To obtain Confirmation/Retention Results in TAB: (These numbers are complete after eight weeks) 1. In TAB, run an Office Detail report. Define the dates as the fiscal month that ended two months prior to the current month. (For example, if it is the first week of March, run a report for the month of December. 2. Click “Refresh.” 3. Review and Record “Percent of Next Eye Exams Converted to Scheduled Appts” and “Percent of Next Eye Exams.” 4. In the (Current Month Goals) section ensure to get Actuals for Last Year by changing the date in TAB to the same month for the previous year.

To obtain the OD Dashboard Report through TAB: These reports are not viewable through TAB, rather they are sent to doctors via email. For this to happen you must have a work or personal email set up in TAB. If you’re not sure, or to add an email address, click on Edit Info (located above the schedule page), and verify there is a Secondary Email for TAB entered in the box. If there isn’t, enter an email address, then click Save, then Finished. 1. In TAB, run the three OD Dashboard Reports. 2. Check the email address you have listed with TAB to retrieve the reports.

To obtain Sales Plan Results (Retail Sales, Conversion %, Multiples %, and BET %): 1. From Operate the Store in eyeNet, click on the Reports tab, Select Store Performance, Select Store KPI report, Select month, and choose the previous month. From there you will be able to see appropraite key performance indicators for your brand. 2. Target Optical: For BET%, the report should be sent weekly from your RTL that will give you the previous month’s results. 3. For Conversion %, take the total previous months “Actual Exam Appointments” from your Store Business Planner and divide it by the total previous month’s “# of Guest with EE and Purchased” results to get the previous months Conversion Percent.

To obtain Medallia NPS Results: FOR LENSCRAFTERS, LENSCRAFTERS AT MACY’S, AND PEARLE VISION

These reports are not viewable through TAB, rather they are sent to doctors via email. For this to happen you must have a work or personal email set up in TAB. If you’re not sure, or to add an email address, click on Edit Info (located above the schedule page), and verify there is a Secondary Email for TAB entered in the box. If there isn’t, enter an email address, then click Save, then Finished. 1. Pull up the Net Promoter Score for the previous month and read patient verbatim. 2. The Store Manager should access Medallia, using this link:

https://luxottica.medallia.com/sso/luxottica

3. Log in with your Lux ID and network password. 4. Click on show filters 5. Click Time Period, Click Fiscal Month (Previous). 6. Click on the Region and ensure your region is selected. 7. Click on the store and ensure your store is selected. 8. Click Run. 9. Make sure you do not record the data that shows up in the dials (this data will always show results for fiscal year-to-date and current fiscal month-to-date). 10. To get the NPS score for previous fiscal month (or any other period you select in the period filter), please look at the section right below your dials. Under “Total” you will find both the Optical NPS score and the Doctor NPS score. Record the numbers from this section. 11. Without changing the filters, click on Responses, then in Score Filters, change between LTR (Likelihood to Recommend the Brand) and Doctor LTR (Likelihood to recommend the Doctor) to review verbatim or use it unfiltered to see all verbatim (this will include both patient that had an exam and those that did not have an exam with the doctor).

To obtain Medallia NPS Results: FOR TARGET OPTICAL AND SEARS OPTICAL

At Target Optical and Sears Optical you can access NPS insights directly through Medallia. The more feedback you receive, the better equipped you are to deliver experiences that inspire your patients to come back to your practice. Here’s how to access your NPS information. Before starting, download and read the Doctor NPS Training Guide. It provides information on how to navigation through the Medallia dashboard and education on how to effectively use NPS information. 1. Use the following link:

http://luxottica.medallia.com/luxottica

2. Log in with your assigned username. • For Target Optical, your username will be “TGADMIN” + your four-digit location number (for example, TGADMIN1234) • For Sears Optical, your username will be “SRADMIN” + your four-digit location number (for example, SRADMIN1234) 3. Click on show filters 4. Select Yes under the Optometrist Eye Exam filter. 5. Click Run. 6. On the Dashboards page, check your store’s and practice’s Year- to-Date (YTD) NPS and compare it to the total Brand. 7. Scroll up to read new comments from Promoters and Detractors.

Resources

(Click the name of the resource for access)

https://luxottica.medallia.com/sso/luxottica

TO - OD Store Business Planner

LC - OD/SGM Cup-O-Joe Weekly Touchbase Worksheet LC - OD Monthly Business Meeting Worksheet LC - OD Practice Yearly Business Planning Worksheet

Being Developed

SO - OD Store Business Planner

19) OFFICE AND STAFF DEVELOPMENT

In this section, you will learn: • How to enroll yourself and your staff in both of Luxottica’s online learning platforms, Luxottica University and Talent|Luxottica • Information about other training programs which are available to you and/or your staff

NOTE: LensCrafters US ODs will also learn about Lifestyle Prescribing training available in partnership with Johnson & Johnson Vision Care, Inc.

Why is this important? Training and development for you and your staff is important for future growth and for enhancing the patient experience. This section covers how to enroll in Luxottica’s online learning management system, Talent|Luxottica. You and your staff members can take advantage of the training offered on Talent|Luxottica at any time.

What metrics or standards How often does this happen? does this impact? You only need to register once. • Compliance standards • Associate satisfaction • Patient satisfaction

A key aspect of practice development is training your staff. We assist you by offering online learning through two of Luxottica’s Learning Platforms: Luxottica University and Talent|Luxottica. This section will show you how to enroll yourself and your staff members into both of these learning platforms.

What You All Luxottica employees take courses in Luxottica University or Talent|Luxottica for their Need to growth and development and also to remain in compliance with standards set forth by Know 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. Talent|Luxottica is the learning platform for all doctors who are INDEPENDENTLY AF- FILIATED with Luxottica.

INDEPENDENT AFFILIATED DOCTORS EMPLOYED DOCTORS AND STAFF AND STAFF

Tasks and Instructions Please follow these steps to register and access courses in both Luxottica University or Talent|Luxottica.

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)

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 learning plan with content.

All Brands:

ENSURE YOUR BROWSER IS COMPATIBLE

Talent|Luxottica requires the use of one of the following Internet browsersSee the • Internet Explorer (7.0 to 11.0) • Mozilla Firefox (3.6.x.x and above) icon on the Login Screen to check compatibility. • 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”

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.”

LIFESTYLE PRESCRIBING (For LensCrafters US ODs only) The Lifestyle Prescribing Initiative is a collaborative effort between LensCrafters and John- son & 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 Practice Contact 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 learn Training 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 TOOLS & EXECUTIONAL ELEMENTS Professional Communication Training (DISC)

Enhancing practice Understand, respect, appreciate and value in- DISC Behavioral Communication effectiveness through dividual differences in communication style and Workshop improved communication preference to enhance patient interactions. More about DISC

Identifying Patient Needs & Personalized Vision Care Solutions

Learn how to differentiate Program focuses on identifying patient needs Training led by trained LensCrafter’s your practice through and personalized comprehensive vision care doctors identifying patient needs and solutions to their lifestyle. Provides tools and Presentation Title: Lifestyle using lifestyle prescribing resources to bridge the gap between Prescribing: Vision Care Solutions awareness and adoption of CL to increase Based on Patient Need profitability through enhanced patient experience. Handbook Title: Seeing your Patient Clearly

Putting it All Together: Tools and Best Practices

Develop strategies for Keep the importance of identifying patient’s needs Training led by LensCrafter’s working together and top of mind for both Retail Staff and ODs affiliated PAC doctors applying Lifestyle principles Ensure uniform communication with patients Retail Staff Thought Starter & to increase team effectiveness around key areas personalized for their needs. Product Matrix and efficiency Set patients’ expectations Provide questions retail staff can ask that would help uncover needs or Provide relevant examples, simulations and best interest in contact lenses. practices on how to activate program in store Patient Take-Home Tool Used in the hand off between OD and retail staff/technician to ensure consistent communication and sets patients expectations

WHEN AND HOW YOU CAN PARTICIPATE Beginning 6 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.

Resources

(Click the name of the resource for access)

Who to Call For Questions about:

For questions or help with Luxottica Uni- versity or Talent|Luxottica, please follow the procedure below:

• Because many questions can easily be answered by the Store Manager you may wish to ask them for assistance before contacting Luxottica University or Talent|Luxottica

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