So, I have been taking Uuniverty's (A VSP continuing education resource) ABO prep class via Zoom on Wednesday nights. I am grateful for the free education, honestly. However, there have been a few instances of them giving us wrong or misleading information which they later corrected but was annoying because I studied and memorized what we were told and then having to re-learn it the correct way was confusing. Anyway, that's not the issue this time. The instructor is great though, and I have learned a lot. I'm sure it's not easy jugging two LIVE classes a week.
In last night's class, our instructor said that we should always be specifying optical centers on all lens orders, even ones with lined segments like flat top 28 or trifocals. I found this interesting because I knew from experience that VSP's claim submission website WILL NOT allow you to specify both a segment height and an optical center height. It spits out an error message and won't let you move forward until you correct it. I mentioned this in the chat for the Zoom meeting and the VSP employee who monitor's the chat chimed in and basically said I was lying. That that is absolutely not true and she knows because she works in claim submission and even so, we can always input special instructions. I think we all know how awful and clunky VSP's website is and how frustrating dealing with their provider customer service can be. I know from past experience that VSP will apply a chargeback to the claim for adding a special instruction. I once got a chargeback for writing in the special instructions that the patient had LASIK and wanted to use their plano sun benefit for LASIK patients. They dinged for a $10 chargeback (they call it a "Technical Add-on copay") for adding a special instruction, which is frustrating because the margins are already so slim with our VSP claims. And to contest it is a nightmare. Every time I have to call customer service for a problem, I end up getting transferred from person to person or I get told it's not their problem and to just suck it up basically. There was one time that I had a pediatric patient, who was only 7, but VSP refused to cover polycarbonate for them because they had him listed as a "student" and not a "child dependent." We ate the cost on that one because I'm not going to make the patients pay for VSP's clerical error.
It just irks me because they were so adamant about me being wrong. I had a VSP claim to submit today so I tried to see if maybe I was wrong. It spit out that error message, which I screen capped below, excluding patient identifiers of course. I obviously want to be doing what is best for the patients but I don't want to be losing money on orders or incurring an extra cost for patients for something that shouldn't even be an additional charge.
I know most times it doesn't matter anyway because the lab will assume an OC at 5mm above the specified segment height, but still.
In last night's class, our instructor said that we should always be specifying optical centers on all lens orders, even ones with lined segments like flat top 28 or trifocals. I found this interesting because I knew from experience that VSP's claim submission website WILL NOT allow you to specify both a segment height and an optical center height. It spits out an error message and won't let you move forward until you correct it. I mentioned this in the chat for the Zoom meeting and the VSP employee who monitor's the chat chimed in and basically said I was lying. That that is absolutely not true and she knows because she works in claim submission and even so, we can always input special instructions. I think we all know how awful and clunky VSP's website is and how frustrating dealing with their provider customer service can be. I know from past experience that VSP will apply a chargeback to the claim for adding a special instruction. I once got a chargeback for writing in the special instructions that the patient had LASIK and wanted to use their plano sun benefit for LASIK patients. They dinged for a $10 chargeback (they call it a "Technical Add-on copay") for adding a special instruction, which is frustrating because the margins are already so slim with our VSP claims. And to contest it is a nightmare. Every time I have to call customer service for a problem, I end up getting transferred from person to person or I get told it's not their problem and to just suck it up basically. There was one time that I had a pediatric patient, who was only 7, but VSP refused to cover polycarbonate for them because they had him listed as a "student" and not a "child dependent." We ate the cost on that one because I'm not going to make the patients pay for VSP's clerical error.
It just irks me because they were so adamant about me being wrong. I had a VSP claim to submit today so I tried to see if maybe I was wrong. It spit out that error message, which I screen capped below, excluding patient identifiers of course. I obviously want to be doing what is best for the patients but I don't want to be losing money on orders or incurring an extra cost for patients for something that shouldn't even be an additional charge.
I know most times it doesn't matter anyway because the lab will assume an OC at 5mm above the specified segment height, but still.
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