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ONBOARDING

NAVIGATION GUIDEEMPLOYED

Doctor

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

2Spring/Summer 18© 2017-18 Luxottica

Table of Contents

Using this Guide

Welcome to Luxottica

OneSight

Preboarding

Your Onboarding Plan

First Steps: Insurance, Credentialing and Contracting

Intro to Luxottica University

Office Set Up

General Orientation Tasks

Doctor’s Office Walk-Through

Exam Instruments (MOD only)

Goods and Serivces (MOD only)

Contact Lenses (MOD only)

Patient Accessibility and Other Compliance Standards (MOD only)

Patient Connections

Net Promoter Score (NPS)

The Appointment Book (TAB)

The Brand’s Eye Care Experience

Local Doctor Marketing

3 Spring/Summer 18© 2017-18 Luxottica

Operational Excellence

Operational Excellence (MOD only)

Practice Development

Office and Staff Development

Office and Staff Development: Lifestyle Prescribing

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

http://[email protected]


Using This Guide

Welcome! This Doctor Onboarding Navigation Guide is designed to help you feel confident and comfortable as a new Employed Doctor at Luxottica Retail and to help you quickly deliver the best eye exam experience for your patients.

This is your primary guide through onboarding. It serves as a high-level guide, or roadmap, and will assist you with information, referrals to other resources and best practice suggestions to help you hit the ground running. It will also facilitate a cultural understanding of Luxottica Retail and its brands and how you have an opportunity to contribute to your own success and the well-being of your patients.

In addition to this Doctor Navigation Guide, you also have a Luxottica Doctor Resource Guide, which is also in electronic form. The Luxottica Doctor Resource Guide contains comprehensive “how-to” steps and procedures for many topics related to practicing as a doctor at Luxottica. If you haven’t done so already, take a moment to explore the Luxottica Doctor Resource Guide and note some of the topics.

In each of the steps you will notice sections that appear similar. Here are some of the more common ones:

RESOURCESPeople and written

material that can help you with specific onboarding

topics, including who to call with questions

ACTION ITEMSTasks you can review and manage independently

WITH OTHERS Information that will be beneficial for others to

show or discuss with you


CUSTOMIZE YOUR ONBOARDING PLAN

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

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

• Your experience level may be:• Newly graduated from an optometry school• Affiliated with another Luxottica brand• Having experience in private or other corporate practice

• Your role coming into this brand may be:• An Associate Doctor (AOD)• A Managing Doctor (MOD)• A full-time, part-time or casual part-time doctor

These and other factors should be taken into consideration so you can customize your Onboarding Plan accordingly. Depending on your role as an AOD or MOD, your Regional Manager will ensure you get on the right path.

You won’t be alone as you navigate through your onboarding with Luxottica. Part of a great onboarding experience is having people in a network who can assist you at the right times. Here are some of the key people who you will work with. We suggest that as you meet them, write down their contact information, including their cell phone and email.

• Regional Manager (RM): the person responsible for retail and doctor operations in your area; the RM will be the first point of contact who will help customize your onboarding path, as well as connect you to your local onboarding partners

• Regional Director of Eye Care (RDE): the person responsible for directly supporting optometric practices on a regional level (only in select geographies at this time)

• Senior Eye Care Director (SECD): the person responsible for directly supporting optometric practices at a zone level (a group of regions)

• Store Manager (SM): the manager of the Luxottica Retail brand location you are affiliated with• OD Mentor: you may choose to have a colleague who can help you acclimate to your role as

an Employed Doctor; this individual would be identified for you by your SECD, RM or RDE

You should have already received an e-mail welcoming you as an Employed Doctor with Luxottica and providing valuable information as to your online identity, accessing the Doctors at Luxottica (DAL) website, and more. The field managers have also been notified of your activated status and may have already contacted you to provide guidance through the onboarding process.

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

Review this plan with your Regional Manager and/or MOD to customize this plan to your own circumstances


VIEWING THIS GUIDE ON A TABLET OR MOBILE DEVICE

If you want to view these materials on a mobile or tablet device, follow these instructions to ensure you can take advantage of the linking capabilities of the onboarding documents.

1. Install Adobe Reader on your device.

2. Install the Dropbox app on your device. (This will allow you to access additional document links within the onboarding and resource guides.)

3. Open your email application on your device.

4. Locate the email with the onboarding material attachments.

5. Touch and hold each attachment until you are given the option to download it (a pop-up screen will appear similar to the one below).

6. Choose “Copy to Adobe Acrobat” (or “Import with iBooks” if using an Apple device) to view the document.

7. Repeat steps 5 and 6 for each onboarding document.

8. To open the documents at a later date, simply open Adobe Reader or iBooks and open the document you wish to view.

Adobe ReaderiOs Devices

Android Devices

DropboxiOs Devices

Android Devices

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

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

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

https://www.dropbox.com/android


DOCTOR ONBOARDING

DOCTOR ONBOARDING

DOCTOR ONBOARDING WE’RE GLAD YOU ARE HERE.

WELCOME TO LUXOTTICA.

Who We Are

Ophthalmic Brands

Eyewear Brands


TOGETHER, WE CAN HELP THE WORLD SEE A BETTER FUTURE.

Lack of access to vision care and glasses is a global health issue affecting 1 in 7 people worldwide. Whether a child or a parent, a student or an employee, an eye exam and a pair of glasses unlocks a world of possibilities. At Luxottica, you can apply the expertise and skills you use every day to help the 1.1 billion people who lack access to vision care see a better future.

Giving back is part of who Luxottica is – it is our heritage. Luxottica is the proud sponsor and founder of OneSight. OneSight’s roots date back to 1988 when a LensCrafters employee wanted to help people in underserved communities see clearly. Together, we have helped more than 9 million people in 46 countries see clearly and over 5 million people now have permanent access to vision care and glasses. And together, we will help millions more.

Today, OneSight is the largest global nonprofit focused on refractive error correction. Their vision is clear – A world where lack of access to vision care is no longer a barrier to human achievement. Through sustainable vision care solutions, OneSight believes we can provide global access to vision care to every person in need in our lifetime.

We know that helping the world to see often starts in our own backyards. As an engaged Luxottica employee, you are encouraged to take a hands-on approach by donating your vision care expertise to transform lives with the OneSight team. As you begin your journey of giving back with us, we hope you will find that it builds meaningful connections with customers by sharing stories and inviting their involvement.

OneSight makes it easy to make an impact.

Learn more about OneSight: e-training Coming Soon

Stories of Change: PDFSee OneSight’s Impact (2:30)

Meet Dr. Dana Kindberg (4:04)

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

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

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

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

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


preboarding


Your Onboarding Plan

Please print this checklist and have it available when discussing your Onboarding Plan with your MOD or Regional Manager. Some of the items may not need to be completed depending on your circumstances.

This checklist does not replace this Doctor Navigation Guide or the Luxottica Doctor Resource Guide. There is detailed information in each resource that you will need to review.

PRINT THIS CHECKLIST

Print this checklist

If you are a new AOD, review this onboarding plan with your MOD, or with your Regional if you are a new MOD

Gather supporting documentation required for CAQH credentialing

Complete W-9

Log in to Luxottica University and familiarize yourself with the site

MENTOR DATETOPIC

PRE-BOARDING

The steps above should be in process already. Credentialing may take up to 30 – 45 days before you can start seeing patients with insurance.

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



Your Onboarding Plan, cont.

Review the AOD or MOD job description

Learn more about Luxottica, the culture of the brand you are affiliated with, regional “norms” from the MOD and/or Regional Manager, OneSight opportunities

Learn where your “home store” is (if you will be practicing in multiple offices)

Review Luxottica Associate Guide (located in Luxottica University)

Provide acceptable documents to your manager to complete your I-9 form

Complete documentation for Work Opportunity Tax Credit (US only)

Learn about pay cycles and when you will receive your first paycheck

Review attendance, breaks, dress code, locker, scheduling and call-in policies

Review benefits summary and incentives for ODs

Review incentives that associates receive (Optomap, fields, dilations, CL annual supply, etc.)

Learn how to log in and use HR Central

Complete Emergency Evacuation training (30 mins)

Complete HIPAA training (US only, 1 hour)

Complete Fraud Waste and Abuse training (US only, 30 mins)

Complete ADA compliance training (US only)

Complete Intro to Diversity training (US only, 30 mins)

Review Asset Protection poster and 3 R’s of shoplifting prevention

Complete Notice and Acknowledgement of Pay Rate and Payday (CA and NY only)

MENTOR DATETOPIC

OFFICE SET UP



MENTOR DATETOPIC

OFFICE SET UP

Review list of MDs (ophthalmology, specialist, primary care doctors) that the location commonly refers out to

Receive an overview of eyeNet/CIAO! functions, including how to perform Quick Sales

Perform a walk-through with the Store Manager to learn the practical information you need to know (where the lights are, how trash is taken out, where mail is received, security after hours, etc.)

Perform a walk-through of the doctor’s office with your MOD to familiarize yourself with the instruments. Ask any questions to ensure understanding of instrument or equipment procedures.

Review information for Employed ODs in the Contact Lenses section in Luxottica Doctor Resource Guide

Take a tour of the contact lens room and review lens inventory, including powers and ranges of trials

Ask your Store Manager for a current copy of the Contact Lens Handbook and review its contents. (This is a guide to help you manage day-to-day operations involving contact lenses.)

Review Medically Necessary Contact Lens information on definition, powers, and ranges in the Luxottica Doctor Resource Guide.

Review ordering procedure with MOD.

Review importance of annual supply and associate incentives

Learn about contact lens rebates

Review exam instrument maintenance procedures

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



MENTOR DATETOPIC

OFFICE SET UP (MOD)

Complete Workplace Harassment Training

Ensure at least one operational exam lane has a chair mover

Review Exam Instruments in the Luxottica Doctor Resource Guide

Inspect exam instruments to ensure they are working properly

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

Work with the Store Manager and take inventory of supplies, including backup batteries/bulbs for equipment and order where appropriate

Contact Specialty Lens Manufacturers directly to set up an account if needed (accounts with J&J, Alcon, CooperVision, and B&L) have already been set up for you

Review how to replenish contact lens trials

Identify contact information for contact lens vendors in the Contact Lenses section of the Luxottica Doctor Resource Guide; arrange time to meet reps (reps may ask to meet AODs as well)

Review Net Promoter Score in the Luxottica Doctor Resource Guide

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

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

Set up your Doctor Bio (for MODs, ensure Doctor Bios are set up for all doctors in the office)

Practice scheduling appointments on the “Test Drive” website

Schedule time with an experienced TAB coach to review key principles of TAB and how to use it effectively; work with the person who is managing your onboarding to select the right TAB coach for you

MENTOR DATETOPIC

PATIENT CONNECTIONS



Arrange to observe the brand’s Total Store Eye Care Experience as a patient and customer in the retail part of the store

Learn the behaviors associated with the exam experience

Learn the importance of transitioning

Learn about AccuFit

Learn how to use the Associate tablet

Learn expectations for floor leadership

Learn about any expectations for coaching associates

Arrange for CLARIFYE™ training (if applicable), including any e-Learning and on-site training (see the CLARIFYE™ section of the Luxottica Doctor Resource Guide for training curricula)

Gain perspective from the person managing your onboarding, or a fellow colleague, on what they find successful in their practice and any tips they may be able to share with you

Request to be connected to a Licensed or Certified Optician to learn about lens products that are available, expectations for eyewear delivery, and any remake prevention initiatives to prevent unnecessary rechecks

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

Review Local Doctor Marketing in the Luxottica Doctor Resource Guide

Determine what grassroots marketing strategies you want to employ in your local market

(LensCrafters and Target) Log on to the OD Marketing Toolkit to learn how to leverage the development of customizable tools that you can use to drive exams in your local market

MENTOR DATETOPIC

PATIENT CONNECTIONS

PATIENT CONNECTIONS (MOD)



Review Brand Key Performance Indicators (KPI)

Ask Regional Manager to share reporting to understand company, zone, regional averages for KPIs

Be aware of top three insurances accepted

Learn expectations on OD scheduling

Learn how to participate in associate meetings or “huddles”

Learn how to pull reports in eyeNet/CIAO!

Learn how to access the Operational and NPS Dashboard

Learn when weekly conference calls are held and ensure you are included on daily emails

Determine topics to review with Store Manager and Regional Manager during business meetings and/or store visits

Perform a walk-through of your office with the Store Manager, ensure you have everything you need before you start seeing patients

Review your progress setting up TAB, get questions answered, and learn ways to use TAB effectively

Learn about the routine for regular touchbases and business meetings with the Store Manager and Regional Manager

MENTOR DATETOPIC

OPERATIONAL EXCELLENCE

OPERATIONAL EXCELLENCE (MOD)



Follow up on weekly and monthly touchbases with your Store Manager

After practicing 30 days, plan a time to meet with the Regional Manager on how you’re acclimating and to get any questions answered

Explore courses/resources in Luxottica University

After practicing 90 days, plan a time to meet with your Regional Manager and review your experiences in the first three months, your overall onboarding experience, your development plan, and any needs you have for support

If your brand is participating, plan on receiving Lifestyle Prescribing training after approximately six months in your practice; your Senior Eye Care Director or Regional Manager will coordinate this with you

MENTORTOPIC

DAY ONE: Practice Development

DAY ONE: Practice Development (MOD)



HOW WE COMMUNICATE WITH YOU

Email is our primary way of communication with you. Depending on your brand, emails may come to you from LCCommunications, TargetOps, SearsCommunications, or from the Luxottica Center of Excellence.


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

Call this number or send an e-mail for assistance with:• ADA access information• Other general questions about resources

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


Resources

mailto:luxdocs%40luxotticalRetail.com?subject=



FIRST STEPS Insurance, Credentialing

and Contracting


NOTE: MAKE SURE THESE PROCESSES ARE STARTED BEFORE GOING FURTHER

First Steps - Insurance, Credentialing and Contracting, cont.

There are several processes you should be aware of, and one that you’ll need to make sure you complete immediately, if you haven’t already.

What you need to do:

• Begin the credentialing process with CAQH

Done for you by Luxottica:

• Acquire Doctor Liability Insurance

• Contract you with EyeMed and other insurance carriers

CAQH Credentialing

We work with the Council for Affordable Quality Healthcare (CAQH) for online data collection of your professional information. CAQH’s innovative tool, the Universal Credentialing Datasource (UCD), streamlines the credentialing and re-credentialing process.

To become CAQH credentialed, you will need to gather some supporting documentation, go online to the CAQH website, and complete ALL information correctly. It may take 30 – 45 days to become credentialed, so if you have not started this process yet you should start now!

• You won’t be able to see EyeMed or patients from other insurance carriers, until you are CAQH credentialed

• Your contracting process with EyeMed can’t be completed until your CAQH credentialing is completed first

• Detailed instructions on documentation to gather and how to complete CAQH credentialing is found in the Luxottica Doctor Resource Guide under EyeMed and CAQH Credentialing

Liability Insurance

Your liability insurance is covered under a group policy by Luxottica. In addition, your insurance information will be submitted to CAQH on your behalf. This insurance only covers an Employed Doctor in a Luxottica practice. Separate insurance, purchased separately by the Employed Doctor, would be needed for practicing in a non-Luxottica practice.



Gather these documents BEFORE you sit down and start the online CAQH application.

It is critical to complete your CAQH application correctly to avoid delays in credentialing.

CAQH-supplied Provider ID Number

Previously completed credentialing application if available (for reference)

List of all previous and current practice locations

Identification numbers such as UPIN, Medicare, Medicaid, and National Provider Identifier (NPI)

Curriculum Vitae (CV)

License to practice Optometry

IRS Form W-9 (same one used for EyeMed)

Malpractice Insurance Cover Page (also called the Face Sheet)

NOTE: For Employed Doctors this information will be submitted to CAQH on your behalf.

Summary of any pending, or settled, malpractice cases

You can also self-register at https://proview.caqh.org/pr. After

completing the self-registration process you will receive a welcome

email with your CAQH Provider ID Number.

The addresses of any past, and current, locations where you (or will)

practice.

REQUIRED DATA/INFORMATION

ELECTRONIC (SCANNED)

COPIES OF YOUR:

WHERE TO FIND IT

WHERE TO FIND IT


You create your CVusing an online template. A curriculum vitae

provides information on your academic background, degrees,

research, awards, presentations, publications, teaching experience

and other academic achievements.

Your license that you received from your State Licensing Board.

IRS FORM W-9

The cover page showing that you are covered for Malpractice and

Liability insurance.

• Ensure the insurance is not expired.

• Ensure the following information, which we provide, is entered

accurately into your CAQH application:• Carrier: Twin City Fire Insurance Company• Effective Date: 2/31/2017• Expiration Date: 12/31/2018• Policy #: 334EES61200• Occurance: 3,000,000• Aggregate: 3,000,000

http://proview.caqh.org/pr

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



Go to the Luxottica Doctor Resource Guide under EyeMed and CAQH Credentialing to complete this process.

For MDs (and ODs, if applicable): DEA Certificate (National certificate for prescrib-ing controlled substances only. NPI number is adequate for all other prescriptions.)

For ODs: CDS Certificate (State certificate for prescribing Controlled Dangerous Substances [CDS], not required in every state)

If you are an MD, visit the DEA website to register

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

If you are an OD, register with the state following their instructions.

ELECTRONIC (SCANNED)

COPIES OF YOUR:WHERE TO FIND IT

continued...

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



EyeMed Contracting

As a doctor at a Luxottica, you’ll see a significant number of patients with EyeMed. Similar to Liability Insurance, becoming contracted with EyeMed is done for you by Luxottica, however, this cannot happen until you are CAQH credentialed.

Action ItemsReview EyeMed and CAQH Credentialing in the Luxottica Doctor Resource Guide

Complete a Form W-9 and turn it into the person your manager designates

Gather supporting documentation for CAQH credentialing (see the checklist on the next page); then, follow the steps in the Luxottica Doctor Resource Guide to start the credentialing process



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



Who to Call CAQH (888) 599-1771

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

Resources


Intro to Luxottica University


Intro to Luxottica University, cont.

All Luxottica employees take courses in Luxottica University or Talent|Luxottica for their growth and development and also to remain in compliance with standards set forth by the company and/or the law. Whether you are an Employed or Independent Affiliated Doctor, you are able to take advantage of the valuable training resources available at no cost to you.

Both of Luxottica’s learning platforms contain online training courses and content that are relevant to your practice and the brand with which you are associated.

Luxottica University is the learning platform for all Luxottica associates with a LUX ID number. This means that doctors who are EMPLOYED by Luxottica should use this platform.

EMPLOYED DOCTORS: HOW TO ACCESS LUXOTTICA UNIVERSITY

1. Make sure you are connected to the Internet (WiFi or LTE, depending on the model)

2. The Luxottica University web clip (shown right) can be found on your iPad. Use your Luxottica ID and Password to log in to the site.

You can also access Luxottica University from a PC with the following link:

https://university.luxottica.com

See the Luxottica University Navigation Guide for more information on some of the features of this online learning platform. (Target Optical shown as an example)


https://www.dropbox.com/s/qz35rm3rjhhyiyg/Sec19%20Luxottica_University_Navigation_Target.pdf?dl=0


Intro to Luxottica University, cont.

Who to Call

Resources

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

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

mailto:TalentLuxottica%40LuxotticaRetail.com?subject=


Office Set Up


Office Set Up Overview, cont.

As you get into your new office, you will want to ensure everything is ready for you to practice. If you have practiced as a doctor in another office, you may already have some ideas about what you are looking for and what to expect. If you are new to a Luxottica Retail brand, or to optometry, you may have more questions. Either way, we want to ensure your questions are answered and you feel supported.

It’s important to identify who can help when you have questions. We will recommend who you may want to collaborate with in the remaining steps of your onboarding. We will also provide “Who to Call” information, where applicable.

NEW STORE CONSTRUCTIONIf you are coming into a newly constructed location or a location that is still under construction, you will be working primarily with the Regional Manager and Store Manager through the details. Please refer to the section Your New Office in your Luxottica Doctor Resource Guide for more details.

OFFICE START UP TASKSChecklists are great for ensuring everything gets done before you start seeing patients. The next few pages contain or refer to checklists of tasks you may need to accomplish before you start practicing. These are intended to be guides, and although they are fairly comprehensive, not all steps apply to all brands or roles.


General Orientation Tasks


General Orientation Tasks, cont.

Learn more about Luxottica, the culture of the brand you are now affiliated with and your regional norms

Learn more about OneSight opportunities

Review the Luxottica Associate Guide (located in Talent|Luxottica)

Provide acceptable documents to your manager so he or she can complete the I-9 verification process

Complete documentation for Work Opportunity Tax Credit (US Only)

Review attendance, breaks, dress code, locker, scheduling and call-in policy

Review Benefits Summary and Incentives (Daily OD Incentive Chart)

Review incentives that associates receive (Optomap, fields, dilations, annual supply, etc.)

Learn how to log in and use HR Central

Review the AOD or MOD job description

Complete Emergency Evacuation training (30 minutes)

Complete HIPAA e-learning module (US only – 1 hour)

Complete Fraud, Waste and Abuse e-learning module (US only – 30 minutes)

Complete Americans with Disabilities Act (ADA) e-learning module (US only)

Complete Accessibility for Ontarians with Disabilities Act (AODA) e-learning module (Canada only)

Complete Intro to Diversity e-learning module (US only – 30 minutes)

Review Asset Protection poster and 3 Rs of shoplifting prevention

Notice and Acknowledgement of Pay Rate and Payday (California and New York only)

Most of the tasks below apply to both a new Associate OD (AOD) and a Managing OD (MOD). For new MODs, there are additional onboarding tasks to complete as noted below. If you are in a market where many of your colleagues are also being onboarded (for example, many new graduates from a local school of optometry) you may be completing some of these as a group.


Office Set Up Overview, cont.

Complete California Meal-Rest Break e-learning module (CA only)

Review list of MDs (ophthalmology, specialist, primary care doctors) to which the location commonly refers patients

Receive an overview of eyeNet/CIAO! functions, including how to perform Quick Sales

Use the Equipment/Supply Checklist, found in the Luxottica Doctor Resource Guide, and take an inventory of supplies and materials

Complete Wage and Hour e-learning module (US MODs only – 1 hour)

Complete Workplace Harassment e-learning module (US MODs only – 1 hour. Note: There are two versions of this training, one for CA, ME, and CT, and another for all other states)

MODs Only

NOTES: Enrollment in direct deposit is recommended. Please refer to your Welcome Kit for step-by-step instructions.


Doctor’s Office Walk-Through


Doctor’s Office Walk-Through, cont.

STORE WALK-THROUGH TASKSPerform a walk-through with the Store Manager to learn the practical information you need to know as outlined below:

Get introduced to the store associates who are working that day, and learn about each role in the location

Hours of operation

Telephones/intercoms – how they operate

Lighting – how to turn them on/off

Security during hours of operation

After-hours security

Brand policies for after-hours access

Bank deposits – discuss safety precautions

Key control – who keyholders are

Trash – where it’s taken

Mail – how it’s delivered/picked up

Evacuation procedures

Patient accidents – procedures


Doctor’s Office Walk-Through, cont.

DOCTOR’S OFFICE WALK-THROUGHPerform a walk-through of the doctor’s office with your MOD (or Store Manager, if you are the MOD) to familiarize yourself with the following:

Exam instruments: ask any questions to ensure understanding of instrument or equipment procedures


Review information for Employed ODs in the Contact Lenses section in the Luxottica Doctor Resource Guide

Ask the Store Manager for a current copy of the Contact Lens Handbook and review its contents (this is a guide to help you manage day-to-day operations involving contact lenses)

Review Medically Necessary Contact Lens information on definition, powers and ranges in the Luxottica Doctor Resource Guide; review ordering procedure with the MOD

Review importance of annual supply and associate incentives

Learn about contact lens rebates

Review exam instrument maintenance procedures

Review the section on Compliance Standards in the Luxottica Doctor Resource Guide and what you should know about patient accessibility and other workplace standards (you already went through each e-learning, but this section provides a good overview that you should review as a reference)


Exam Instruments (MOD Only)


The condition of the ophthalmic exam instruments in your practice are a big factor in delivering the best possible patient experience. Equipment downtime can greatly affect the patient experience and your bottom line. Not only does it reduce the number of patients you can see, but equipment repairs, or replacements, can also be costly.

The Exam Equipment section of the Luxottica Doctor Resource Guide contains information about:

• How to troubleshoot exam equipment issues and who to contact for support

• Recommended preventive maintenance practices to reduce issues with instruments

Exam Instruments (MOD Only), cont.

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

Inspect exam instruments to ensure they are working properly

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



EQUIPMENT FAILURE OR TECHNICAL SUPPORT

If a problem with an exam instrument exists after checking with the manuals:

1. Collect the following information:

• Note if the office exam room or pretest room

• Type of instrument or equipment

• Make or manufacturer

• Model number

• Serial number

• Brief description of the problem

2. Ask the Store Manager to submit a Store Maintenance service request through Service Channel (a web portal in the retail store’s point of sale system). The Store Manager should select “Doctor Equipment Repairs,” then complete the appropriate fields with your information.

3. Inform the Regional Manager if the instrument is affecting patient flow.

You can also contact Service Channel at (513) 765-3500

Monday through Friday, 8:30am to 5:00pm ET.

IMPORTANT: Be prepared to provide the information above before calling, including steps already taken to attempt to solve the problem.

CLARIFYE™ TECHNICAL SUPPORT

For offices with CLARIFYE™ technology, see the CLARIFYE™ Technical Support section in your Luxottica Doctor Resource Guide for how to resolve issues with Marco/Nidek or ZEISS platforms.

Exam Instruments (MOD Only), cont.



Goods and Services (MOD Only)


INVENTORY AND ORDERING SUPPLIESBelow is a checklist that a doctor or staff member can use to ensure a practice has what it need to see patients. Please note the following:

• Some of these items can be ordered through eyeNet or CIAO!, while others you may need to obtain locally

• This is not an all-inclusive list, and there may be additional items you want to complete based on your experience and individual practice needs

• This is not an order form; it’s simply a checklist to help you inventory your supplies

Goods and Services (MOD Only), cont.

Action ItemsWork with the Store Manager and take inventory of supplies, including backup batteries/bulbs for equipment, and order where appropriate



Calculator

Phone

Clipboards

Stapler/Staples/Staple remover

Professional Stationary/Pens/Pencils

Tape/Paper Clips/Post-it Note Pads

Scissors/Hole Punch

White-Out

Ruler

Highlighters

Cash Box

Standard Batteries (not for OD Equipment)

Printer / Copy paper (8.5 x 11)

Uniform for Staff

Name tags for Staff

Brand Specific Rx Forms

Patient Information Forms

Exam Recheck Forms

Contact Lens Recheck Forms

Professional Referral Form

Recall Cards

Rx Form for Pharmacy/Meds

SUPPLY: Front Desk

Patient Forms

INVENTORY

INVENTORY




continued...

Jeter Files

Letters

Name Labels

Annual Stickers

Other Stickers

Hicva Forms

Medicare Forms

Vsp Form

Other Third Party Forms

Bank Deposit Slips

Jeter Supplies, if applicable

Third Party Billing Forms

Credit Card Supplies

INVENTORY

INVENTORY

INVENTORY


INVENTORY

INVENTORY

INVENTORY


continued...

Large and Small Business Envelopes

Large and Small Manila Envelopes

Padded Manila Envelopes

Surface Cleaning Solutions

Glass Cleaning Solution

Cleaning Cloths

Near Visual Acuity Cards

Chinrest Tissues

Printer paper (Roll) for Instruments (AR, Perimeter, etc.)

Film for Retinal Cameras

Alcohol Wipes

Bulbs for All Instruments

Fuses for All Instruments

Batteries for OD Equipment

Dust Covers

Color Tests

Stereo Tests

Occluders

Rotocharts

Blower Brushes

Kleenex

Blood Pressure Instrument

Snellen / Near Vision Chart

Eye Patches

Eye Glass Cleaner

Envelopes

General Cleaning Supplies

Tech Rooms

INVENTORY

INVENTORY

INVENTORY



continued...

CL Cases (Plain, Flat Packs, Designer Cases, GP Cases)

Mirrors, Rx Job Trays, Tweezers

Dust Covers

Starter Kits (AO Sept, RENU, Optifree, Boston, etc.)

Solutions for IR (Saline, Cleaners, Disinfection)

Kleenex/Paper Towels

CL bags for Supplies (Large and Small)

Vial caps/Crimper

Sample Drops (Re-wetting, etc.)

CL Order Forms

CL Patient Information Forms

CL Inventory Form

Modification Unit and Tools

CL Polish

CL Removers

Trial Lens Sterilization Unit

Contact Lens Room INVENTORY


INVENTORY


continued...

Diagnostic Drugs – Diagnostic/Therapeutic

Anterior Eye Treatment Instruments

Volk Lenses – 20D

Volk Lenses – 78D or 90D

Bulbs for All Instruments

Fuses for All Instruments

Batteries for OD Equipment

WA Hand Instruments / Chargers

Penlights

Goldman Tips

Dust Covers

Trial Frames

Snellen / Near Vision Charts

Gloves

Alcohol Pads

Kleenex/Q-tips

Samples Drops (Dry Eye, etc.)

Dilation Glasses

Fluorescein Strips

Eye Wash

Emergency Kit (CPR)

Sharps Container

Hazardous Waste Container

Exam Rooms INVENTORY



continued...

Light Bulbs

Garbage Bags

Breath Mints

Miscellaneous Supplies INVENTORY


INVENTORY

Contact Lenses(MOD Only)


Contact Lenses (MOD Only), cont.

Luxottica believes in the value of contact lens patients. For you, we know they are important based on the frequency in which they need to schedule an eye-exam, and for retail, their propensity to purchase eyeglasses and sunglasses from us at a similar frequency of an eyeglass-only wearer. When coupling the highest quality of care with the convenient product purchase and shipping options available to them, we have the opportunity to provide them with an unmatched patient experience.

As an Employed Doctor, you fit and prescribe the contact lenses and receive the revenue for those exams. Although the retail store is responsible for selling contact lenses, you, as a doctor, are responsible for the medical decisions regarding the appropriate contact lens to fit/prescribe for your patients based on their needs. The Luxottica Contact Lens Team is responsible for securing accounts with the major vendors. An individual credit application is not necessary. Luxottica has accounts with major contact lens vendors. Even with preferred vendors, you, as a doctor, should fit the right lens that meets the patient’s needs. If, in your medical decision, the patient should be fit with a lens only available through a vendor which we do not have an account, ask the Regional Manager to contact the Contact Lens Team to consider establishing an account with this vendor.

NOTE: For setting up an account for Medically Necessary Contact Lenses, please see the section in your Luxottica Doctor Resource Guide dedicated to this topic. This will require separate set up that you will need to complete directly with each vendor.

You will receive notification of all contact lens retail strategies to be implemented by the brand and have access to communications and promotional programs secured by the Luxottica Contact Lens Team.


Contact Lenses (MOD Only), cont.

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


Ask your Store Manager for a current copy of the Contact Lens Handbook and review its contents; this is a guide to help you manage day-to-day operations involving contact lenses

Contact Specialty Lens Manufacturers directly to set up an account if needed (accounts with J&J, Alcon, CooperVision, and B&L) have already been set up for you

Review information on how to replenish trial contact lenses in the Contact Lens section of the Luxottica Doctor Resource Guide

Secure Contact Lens Rebate materials needed through your account representative

Review information on Medically Necessary Contact Lenses in the Luxottica Doctor Resource Guide

Set up your account with any Medically Necessary Contact Lens vendors if applicable

Identify contact information for contact lens vendors in the Contact Lens section of the Luxottica Doctor Resource Guide; arrange time to meet reps (reps may ask to meet AODs as well)







Patient Accessibility and Other Compliance Standards

(MOD Only)


Patient Accessibility and Other Compliance Standards, cont.

Luxottica is committed to providing access to quality vision care and eyewear by meeting the diverse needs of all our patients and customers. We’re passionate about treating everyone with respect, care, dignity and compassion. This includes being flexible about the best ways to serve people with disabilities who may need special assistance to get an eye exam or shop for eyewear. When asked if we can accommodate a patient’s or customer’s special needs, the answer should always be, “Yes, we can help you!”

It’s important that we provide access to anyone who needs an eye health and wellness exam. Each practice must have the appropriate equipment and resources to accommodate the diversity of patients that you will encounter. There are also policies regarding privacy of heath records, safety, workplace ethics and other important topics that you and your staff should be trained on. These courses may have been completed during your orientation.

Action ItemsReview the Patient Accessibility and Other Compliance Standards section of the Luxottica Doctor Resource Guide

Ensure there is at least one chair mover in your exam lanes; if you do not have a chair mover in your practice, or need a chair mover relocated from one exam room to another, initiate a Service Maintenance Request



Resources

Patient Accessibility and Other Compliance Standards, cont.

Who to Call If you need additional support to determine how to assist patients and patients with special needs, call Luxottica’s Accessibility Hotline at (800) 215-2020. You’ll receive immediate assistance on how best to support your specific customer request.


patient connections


Patient Connections Overview, cont.

Luxottica Retail brands are committed to assisting you reach your exam count goals by supporting your efforts to attract and retain patients. In today’s marketplace, you, as the “CEO of Your Practice,” are focused on differentiating your office in the sea of optometrist choices available to consumers. Using a practice website, social media, online appointments and local marketing all help to create patient touchpoints between visits. While in your practice, you can deliver the very best experience for your patients by focusing on a few key concepts that patients have asked for.

This part of your onboarding covers several key areas that support the patient connection:

• Net Promoter Score (NPS)

• The Appointment Book (TAB)

• Local doctor marketing

• The brand’s eye care experience


Net Promoter Score (NPS)


NPS, cont.

Net Promoter Score (NPS) is a universal way to measure customer and patient satisfaction. Businesses from around the world use it to get feedback on customer experience.

The Net Promoter Score is calculated based on responses to the question, “Thinking about your last experience at [Store/Brand], how likely are you to recommend [Store/Brand] to a friend or family member?” The question is based on a scale of 0 to 10.

• Those who respond with a 9 or 10 are called promoters

• Those who respond with a 7 or 8 are called passives

• Those who respond with a 0 through 6 are called detractors

For doctors, the question is, “Based on your experience, how likely is it you’ll recommend the doctor who performed the exam to a friend or family member?”

The goal is to improve NPS by increasing promoters and decreasing detractors. NPS is calculated by subtracting the percentage of customers/patients who are detractors from the percentage who are promoters.

For example:

• A practice with 60% promoters and 40% detractors = NPS score of 20 (60 – 40)

• A practice with 50% promoters, 30% passives, and 20% detractors = NPS score of 30 (50 – 20)

• A practice with 40% promoters and 60% passives, with no detractors = NPS score of 40 (40 – 0)

• A practice with 30% promoters, 20% passives and 50% detractors = NPS score of -20 (30-50); it is possible to have a negative NPS score

Action ItemsReview the Net Promoter Score section of the Luxottica Doctor Resource Guide for additional information on this measurement and how to obtain it for your practice

Discuss Net Promoter Score with your Regional Manager and ways to improve this important measurement in your own practice



The Appointment Book (TAB)


TAB, cont.

The Appointment Book (TAB) is a web-based appointment scheduler that facilitates online patient scheduling and includes a patient recall system. TAB can be accessed from any Internet connection. TAB also interacts with each Luxottica Retail brand consumer website for eye exam scheduling, while maintaining patient data security. The patient information that is entered into TAB is owned by the doctor and is held securely on third-party servers, while all access is password protected and defined by role-based user permissions.

Some benefits of participating in this program include:

• Easy to use

• Customized scheduling options

• Accessible anywhere via the Internet

• Patient recall support

• Online patient scheduling

• Reporting statistics

• Secure patient data

• Interfaces with several practice management/EHR software programs

To enroll: If you have not already received documents to enroll in TAB, contact TAB Operations at (877) 720-9119 or email TAB at [email protected].

mailto:theapptbook%40luxotticaretail.com?subject=


TAB, cont.

The Appointment Book section of the Luxottica Doctor Resource Guide is a complete training guide that covers:

• Setting up TAB for your practice (verifying doctors, days that you are open and office hours; an employed doctor office will not need to do this)

• Setting up administrative features and office preferences (MOD only)

• Setting up your Doctor Bios (this tells patients who search for you online all about you and other doctors in your practice, where you’re located, and the valuable services that you provide

• How to schedule patient appointments

• How automated communication channels (postcards, email, text messaging and auto phone calls) work and what to expect

• How Ratings & Reviews support your patient connection

• Reporting that provides the highest return on your time and investment in analyzing your office

• How to effectively use TAB

To support these topics a complete training curriculum is provided in The Appointment Book section of the Luxottica Doctor Resource Guide. There are also links to supporting training documents and video tutorials to help you learn TAB.


TAB, cont.

Action ItemsReview The Appointment Book section in your Luxottica Doctor Resource Guide to get a sense of the content

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

Set up your Doctor Bio

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

Schedule time with an experienced TAB coach to review key principles of TAB and how to use it effectively; work with the person who is managing your onboarding to select the right TAB coach for you

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

Ensure Doctor Bios are set up for all doctors in your practice

MODs Only




Resources

To access the TAB test site…

• Go to: https://test.eppointmentsplus.com/recalltest/action/welcome

• User ID: store0000 (the word “store” followed by four zeros)

• Password: recall05 (the word “recall” followed by a zero and a five)

NOTE: Do not change the password for this site.

To access the help tutorials and documents, click the word “Help” at the bottom of the screen. The Help link is available on all pages at the bottom of the screen.

For help with accessing the help tutorials or the test site, contact the TAB Support Center:

Phone: (877) 720-9119, Option 4

Hours: 8:30am – 5:00pm EST

TAB, cont.

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


The Brand’s Eye Care Experience


The Brand’s Eye Care Experience, cont.

Research has confirmed what many practitioners already know…there are key concepts and principles that build practice differentiation and take an eye exam to the “experience” level.

Starting appointments on-time: Patients are telling us they are time-pressed and expect to be seen promptly. We are also looking at ways to engage patients while they are waiting to see their eye doctor.

Quality care delivered with the best technology: Technology that helps the patient understand their vision care needs (through images, etc.). Whether you have CLARIFYE™ (at LensCrafters), OCT, Optomap or other retinal imaging technology, it is important to help patients understand how that technology is improving their eye care experience.

Patients don’t always understand all that is going during pretest and in the lane: It is therefore important that doctors and staff remember to Think Out Loud during all phases of the exam for greater visibility to their overall health & wellness.

Help patients to understand the link between annual eye exams and their over-all well-being: Even for healthy patients with great eyes, remind them to continue healthy habits and to protect their eyes from the sun outdoors, and educate them on ways to minimize damage from blue light from their digital devices.

To be able to ask questions – especially if you can sense they are anxious, review the lifestyle form and start the conversation: Ask “What questions do you have for me?”

Patients are coming to us for our expertise: Don’t be afraid to talk to them about the lens solutions you, their doctor, feel best solve their vision needs; then prescribe with confidence. Sharing the prescription with an optical associate helps ensure your prescriptions are being filled as written. This is not selling! It is just good patient care.

In addition to the common principles just mentioned, LensCrafters, LensCrafters at Macys, Pearle Vision, Sears Optical and Target Optical have their own “signature” eye exam that takes into account:

• Brand marketing

• Patient demographics

• Technology found in certain brands

It’s time for you to experience the entire process as a patient in your brand. If it hasn’t already been arranged, ask your Regional Manager to arrange a visit to a practice where you can see the brand’s own eye care experience in action as a patient. This could be your OD Mentor’s practice or another that the Regional Manager designates.


Action ItemsArrange to observe the brand’s Total Store Eye Care Experience as a patient and customer in the retail part of the store

• Learn the behaviors associated with the exam experience

• Learn the importance of transitioning

• Learn about AccuFit

Gain perspective from the person managing your onboarding, or a fellow col-league, on what they find successful in their practice and any tips they may be able to share with you

Request to be connected to a licensed or certified optician to learn about lens products that are available, expectations for eyewear delivery and any remake prevention initiatives to prevent unnecessary rechecks

Arrange for CLARIFYE™ training (if applicable), including any e-learning and on-site training (See the CLARIFYE™ section of the Luxottica Doctor Resource Guide for training curricula)

MODs Only

The Brand’s Eye Care Experience, cont.




Local Doctor Marketing (MOD Only)


Local Doctor Marketing, cont.

Marketing practices affect the number and type of patients coming into your practice. One of the benefits of working with Luxottica Retail is free and powerful marketing that is designed to attract patients. Of course, you can initiate your own marketing strategies in your community through grassroots efforts so that people in your area come to appreciate the valuable services that you and your practice provide.

In some cases, Luxottica will do the marketing on your behalf, mostly because the combined scale of retail brands drives efficiency when executed through a single contract (CRM, Ratings & Reviews). You should take advantage of these marketing programs to reap the benefits of affiliating with a nationally recognized brand. Other marketing efforts will be provided to you for you to execute on your own and in your local market.

Our objectives with doctor marketing are:

• Elevate the perception of our doctors by celebrating the quality of care by the doctors and, in some cases, the tools and technology that can help facilitate that quality of care delivered by the doctor

• Increase your visibility during the moments people are looking to schedule an eye exam

• Be top of mind for contact lens needs

• Increase eye exams (via patient acquisition and retention)

There are four types of marketing support that, whether provided by Luxottica or performed by you, will help you drive your business:

• Industry/category marketing

• National marketing campaigns

• Local marketing programs

• Grassroots marketing

This Local Doctor Marketing section of the Luxottica Doctor Resource Guide details the types of marketing Luxottica and you will use to achieve your business goals, the marketing resources available to you.


Local Doctor Marketing, cont.

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

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

Determine what grassroots marketing strategies you want to employ in your local market

(LensCrafters and Target) Log on to the OD Marketing Toolkit to learn how to leverage the development of customizable tools that you can use to drive exams in your local market


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


Operational Excellence


Operational Excellence Overview, cont.

A key aspect of running your own practice as an Employed Doctor is to establish standards for operational excellence. Whether you are an Associate OD or a Managing OD, you play a role in the overall success of the doctor and retail business.

There are numerous ways to measure the success of a practice. Your brand will have Key Performance Indicators (KPI) to monitor how you are doing as a total store in serving your customers and patients. Some examples are Exam Index, Average $ per Patient, Contact Lens %, etc.

Weekly associate meetings, sometimes called “huddles,” are important to keep everyone focused on patient care and business results.

.

WITH YOUR MANAGING OD OR STORE MANAGER

• Review some of the reports that will allow you to become more strategic about your business (If you are an Associate OD, schedule time with your MOD)

• Review the Key Performance Indicators (KPI) and how the store and doctor’s office achieves success in meeting these together

• At a Regional level, understand what the “norms” are for your market

• Review the top insurance plans that are accepted in your store

• Learn expectations for how ODs are scheduled to practice in one or more offices

• Learn how you should participate in weekly meetings


Operational Excellence(MOD Only)


Operational Excellence (MOD Only), cont.

In an optometric practice, the doctor can take on several roles:

• Clinician: using your expertise and technology to provide the best eye and health care to each of your patients

• Manager: focusing on systems, people, the practice environment, instrumentation and short-term results (the tactical part of running a business)

• Entrepreneur, CEO of your practice: being the visionary leader who imagines the vision for the practice, establishes long-term goals and enables others to achieve them

According to the Management and Business Academy™, “optometric practice owners devote 84% of their time to the technical work of patient care and just 16% to all other duties.” As an MOD, this part of onboarding will focus on the Manager and Entrepreneur roles that you play. Getting acquainted with the Regional Manager and Store Manager will go a long way toward effectively running both businesses. Take some time out with these partners to do the following:

• Share your background, why you became a doctor, what excites you about practicing

• Share your communication preferences and how you like to be recognized and engaged

• Learn about the brand’s culture you are affiliated with

• Learn about the cultural norms in the Regional Manager’s region, how doctors communicate with each other, etc.

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

• Anything on your Onboarding Plan that you have questions about

• Ask what you can expect from the Regional Manager and Store Manager and share what they can expect from you


Action ItemsLearn how to pull reports in eyeNet/CIAO!

Learn how access the Operational and NPS Dashboards

Learn when weekly conference calls are held and ensure you are included on daily emails

Meet with your Regional and Store Managers to build your relationship and learn about each other’s preferences

Determine topics to review with Store Manager and Regional Manager during business meetings and/or store visits

Ask your OD Mentor for best practices on how they analyze their business. What do they know now that they wish they knew when they were new?

Sublease Administration, cont.


Practice Development


Office and Staff Development: Luxottica University


Practice Development: Talent|Luxottica, cont.

A key aspect of practice development is training your staff. We assist you by offering online learning through Luxottica’s Online Learning Management System, Luxottica University. Here you will find training and development programs that are relevant to the brand with which you are associated.

As an Employed Doctors you will use your LUX ID number and establish a password to log in to Luxottica University.

1. Make sure you are connected to the Internet (WiFi or LTE, depending on the

model)

2. The Luxottica University web clip (shown right) can be found on your iPad. Use

your Luxottica ID and Password to log in to the site.

You can also access Luxottica University from a PC with the following link:


Action ItemsLog into Luxottica University and review the course offerings in the catalog

Add any courses you wish to take to your Learning Plan

MODs: Recommend specific courses to your staff



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

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

If you need to contact Luxottica University directly, Employed Doctors should email [email protected].

Practice Development: Talent|Luxottica, cont.

Resources

mailto:talentluxottica%40luxotticaretail.com?subject=


Office and Staff Development: Lifestyle Prescribing


Practice Development: Lifestyle Prescribing, cont.

The Lifestyle Prescribing Initiative is a collaborative effort between LensCrafters and Johnson & Johnson Vision Care, Inc. to enhance patient communication and grow the contact lens category. Our goal is to support LensCrafters ODs with tools that provide an optimal patient experience to identify dual wearers and offer total vision solutions via lifestyle-based prescribing. Whether it’s identifying a patient’s vision profile, prescribing the right lens for their lifestyle or scheduling proactive follow-ups, we want to put your practice in the best position to win with patients.

HOW LIFESTYLE PRESCRIBING BENEFITS YOUR PRACTICEContact Lens patients might be one of your practice’s most overlooked resources. Despite a changing regulatory landscape, contact lens patients remain a market full of potential: 44 percent of vision patients have shown interest in contact lenses, yet only 24 percent wear them.

Bridging this gap between awareness and adoption is a major opportunity for your practice, both from a customer experience and financially. In fact, over a five-year period at LensCrafters, contact lens patients produce $2,700 more in net sales when compared to glasses wearers. Effective patient communication and a personalized lifestyle prescribing approach with complete vision care solution can positively impact your customer experience and increase your NPS scores.

WHAT YOU WILL LEARNTraining is divided into three sections:

• Professional Communication Training & DISC Profile Assessment

• Identifying Patient Needs & Personalized Vision Care Solutions

• Pulling It All Together: Tools and Best Practices



GOALS & OBJECTIVES

Professional Communication Training (DISC)

Identifying Patient Needs & Personalized Vision Care Solutions

Putting it All Together: Tools and Best Practices

TOOLS & EXECUTIONAL ELEMENTS

Enhancing practice effectiveness through

improved communication

Understand, respect, appreciate and value in-dividual differences in communication style and

preference to enhance patient interactions.

DISC Behavioral Communication

Workshop

More about DISC

Learn how to differentiate your practice through

identifying patient needs and using lifestyle prescribing

Program focuses on identifying patient needs and personalized comprehensive vision care solutions to their lifestyle. Provides tools and

resources to bridge the gap between awareness and adoption of CL to increase

profitability through enhanced patient experience.

Training led by trained LensCrafter’s doctors

Presentation Title: Lifestyle Prescribing: Vision Care Solutions

Based on Patient Need

Handbook Title: Seeing your Patient Clearly

Develop strategies for working together and

applying Lifestyle principles to increase team effectiveness

and efficiency

Keep the importance of identifying patient’s needs top of mind for both Retail Staff and ODs

Ensure uniform communication with patients around key areas personalized for their needs.

Set patients’ expectations

Provide relevant examples, simulations and best practices on how to activate program in store

Training led by LensCrafter’s affiliated PAC doctors

Retail Staff Thought Starter & Product Matrix

Provide questions retail staff can ask that would help uncover needs or

interest in contact lenses.

Patient Take-Home Tool Used in the hand off between OD

and retail staff/technician to ensure consistent communication and sets

patients expectations

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



WHEN AND HOW YOU CAN PARTICIPATE Beginning six months after you join LensCrafters, Lifestyle Prescribing will be introduced as one component of your continuous development training. You will progress through a series of 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.



We wish you much success in your continuing career with Luxottica! If you have comments or sug-gestions on improving this material or your onboarding experience, please email [email protected].


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