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Thread: 1-800-contacts

  1. #1
    OptiBoard Apprentice
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    1-800-contacts

    It always happens, store full of people , phone rings, its our friends at 1-800- contacts with a recording to verify a cl rx. Try hanging up and the machine calls right back. Why should I have to verify the rx at their convienence. I have called them and they said "Just put it on hold ". You can tell they really care about their patients. Anybody have a solution?

  2. #2
    My Brain Hurts jpways's Avatar
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    Hit 5 when it starts, they won't call back for 5 minutes, and you have to answer within 24 hours (or is it 48 hours I can't remember) so just putting it on hold won't help. What I wish was for the old days when they sent a confirmation by fax so that it didn't take up phone time.

  3. #3
    Master OptiBoarder Striderswife's Avatar
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    If you have a voicemail system, you could just transfer the call to VMail, then listen to the message when you've got a minute. It's what I do here. There's not enough time to announce that call to our contact lens tech, so I just send it to her voicemail and she will deal with it when she can.

    One thing to remember is if you don't make any type of response to them (like if the powers are wrong, or expired) in 24 hours, they'll go ahead and fill the order. Inaction on your part is actually a confirmation of the prescription. Kind of tricky, if you ask me.
    It's nice to be important, but it's more important to be nice.

  4. #4
    ABOC-NCLEC tigerlilly's Avatar
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    When we answer one of those, we hang up and then ignore the next call, letting them leave a message. I always do verify, but at my convenience, not while I'm with another patient or otherwise occupied.

  5. #5
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    Electronic medical records will help to solve this issue, if the best technology is used and providers are willing to implement it.

  6. #6
    Master OptiBoarder rbaker's Avatar
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    Quote Originally Posted by Borysko View Post
    Electronic medical records will help to solve this issue, if the best technology is used and providers are willing to implement it.
    EMR will soon be mandated by Big Brother insuring tons of work for Russian COBOL programmers.

  7. #7
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    They always send my office a fax after we close on Friday night... we are closed until Monday. 9 times out of 10 the Rx is expired or incorrect. I have called to try and get them to fax during business hours but no such luck.

  8. #8
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    Putting them on hold, or hanging up is not a solution. If we don't respond within 8 business hours, or some such nonsense, the 800 company is free to fill the Rx...valid or not...even if it is not your patient.

    I had a harder time getting my cat's antibiotic refilled...

  9. #9
    OptiBoard Apprentice
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    If you put them on hold I believe the message continues to play. If that is the case then they will fill Rx based on your non-response. Valid Rx.

  10. #10
    Ophthalmic Optician
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    Lately, we've been getting fewer and fewer calls from them. We are doing almost all one year sales, and it's made a huge difference.

    I'm surprised by how many people also thank us for offering a discounted (rebates) year supply, that saves them the hassle of ordering six months from now, and saves them a little money in the process.
    Ophthalmic Optician, Society to Advance Opticianry

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