Eyefinity Making Strides in Practice Management AND Customer Service

When it comes to practice management, Eyefinity “solutions work for you;” when it comes to customer service, Eyefinity people are there for you.

Let’s meet Rachel Meyer, EdD, CPO, Rhonda Reguinti, CPO and Marissa Struve, CPO – three of 45 employees who have received training and certification from Miller Heiman Institute (M.H.I.) Global, the world’s most powerful sales and service performance company. Moving forward, “these three fabulous women will expand the training they received to all our teams and locations in the coming months” says Rebecca Johnson, Director of Education.

Rachel, Rhonda and Marissa in Chicago

Rachel Meyer, Rhonda Reguinti and Marissa Struve at the 2016 M.H.I. Global Certification Classes in Chicago

What does that mean for you?

Being customer centric and working from the foundations of respect, simplicity, solutions and responsibility are key aspects that these ladies have learned in the M.H.I. Global curriculum. “Keeping [you] in mind with these focal points will help us continue to pursue excellence in customer care” says Rachel Meyer. This enables the staff to quickly assess your problem, provide a solution and meet your needs.

Delivering a strong personalized customer experience is exactly how Eyefinity is making strides in the EHR and practice management industry while also benefiting the needs of you, the customer.

Big Changes Are Coming to OfficeMate and ExamWRITER

Are you curious about what Eyefinity/OfficeMate has in store for spring 2010? Headed out to Vision Expo East? Swing by our booth (#2336) and get a sneak peek at OfficeMate/ExamWRITER version 9.0 (v9.0) before anyone else does! The new v9.0 delivers cutting-edge technology to amplify the performance and profitability of your practice.

With 175 enhancements, v9.0 offers significant new and advanced features. In addition, v9.0 is built on an SQL database platform that provides greater improvement in speed, flexibility, and stability over the previous platform. v9.0 offers many features to help simplify accounting practices, increase accuracy, and save time calculating charges for insurance and allocating reimbursements.

Plus, v9.0 is a catalyst toward our certified version that positions you to receive federal stimulus money available through the HITECH Act, which encourages adoption of electronic medical records (EMRs) like ExamWRITER.

As we update the technologies that power OfficeMate/ExamWRITER, you’ll need to evaluate the computer equipment used throughout your practice to meet new hardware and system requirements.

To view the requirements, including hardware, software, peripheral, and network requirements, visit the hardware and system requirements page on our web site.

As we move closer toward the release of OfficeMate/ExamWRITER v9.0 later this spring, be on the lookout for additional communication from us. You can find the latest news here on our blog, the officemate.net and eyefinity.com web sites, and our Twitter feed. All of these avenues of communication will all be abuzz with news and information about v9.0. Also, check your email inbox for the latest information.

Top 5 Eyefinity FAQs

Guest blogger: Eyefinity/OfficeMate Director of Customer Care Brian McPherson

Do you have questions about using the Eyefinity Web site? Your questions have probably already been asked by other users. Read our top five Eyefinity FAQs below!

1. Why am I receiving the “date of service cannot be in the future for this claim” error message?

Check the date on your computer.  This error occurs when your computer has the incorrect time and date.  Most frequently, you have the wrong A.M .or P.M. time, causing the date to be incorrect.

2. How do I correct a rejected claim that indicates “DX CODE INVALID”?

This message from the insurance company indicates that one or more of your diagnosis codes on the claim is invalid. Check the codes for accuracy and refer to your provider manual for the insurance plan in question, or contact the insurance company to verify the codes. After you have corrected the claim, simply resubmit it to the payer at no additional charge.

Brian McPherson

Brian McPherson - Eyefinity/OfficeMate's Director of Customer Care

3. I’d like to submit claims to a specific insurance company.  Can I submit claims to that insurance on your Web site?

Contact the insurance company (or check the patient’s insurance card) to confirm the insurance company’s “payer ID.”  Then, call Eyefinity at 877.448.0707. We will be able to check for the insurance company by ID and request to have it added to our Web site if it is not already on our list.

4. I received a statement from Eyefinity, but I don’t know what the charges are for. Where I can I see the details of these charges?

You can review your detailed charges on the Eyefinity Web site if your office has designated that level of security in your Eyefinity user ID profile. On the Eyefinity home page, navigate to the top right corner of the page under the “Message Center” section.  Click on the “Account Statement” link and then click on each of the listed monthly bills to open the details of the charges.

5. How do I add a doctor to our practice on the Eyefinity Web site?

  • If you are adding an additional VSP provider, you need to contact VSP.  The doctor needs to be credentialed by VSP. After they are set up at VSP with your practice, they will automatically show up on Eyefinity as a provider in your office.
  • To add an additional provider who is not a VSP provider, you need to establish a separate Eyefinity account for that provider to use.  To set up the provider, complete the Eyefinity credentialing forms on the Eyefinity Web site under the “Contact Us” section.

Top 5 OfficeMate Suite FAQs

Guest blogger: Eyefinity/OfficeMate Director of Customer Care Brian McPherson

Do you have questions about using the OfficeMate Suite? Your questions have probably already been asked by other users. Read our top five OfficeMate Suite FAQs below:

Brian M. is Director of Customer Care for Eyefinity/OfficeMate.

1. Where can I get the latest version of the OfficeMate Suite?

Click here to download and install the latest version of the OfficeMate Suite (currently, version 8.0.21).

2. How do I set up recalls?

Click here for instructions on setting up recalls in OfficeMate.

3. How do I apply insurance chargebacks?

Find the instructions for applying insurance chargebacks here.

4. Why am I receiving a 90-day evaluation message on one of my workstations?

Click here for information on the 90-day evaluation message.

5. What should I do if I see Error 2147467259 when attempting to open OfficeMate?

Check to see if another workstation in the office is receiving this error message.  If the error is occurring on all workstations and your server, run the Repair Utility that is loaded with the software.  For information on running the Repair Utility, click here.

If the error is not occurring on all workstations, double-click on My Computer and then double-click on the network drive where the OfficeMate data is stored (often C:/OMATE32/Data).  If you see files on the drive, close the window and try opening OfficeMate again. If after clicking on the network drive, you see a network disconnection error, reboot the workstation.  You are probably not “attached” to your office network properly.  If the error persists, contact your network support technician because you are experiencing issues with your computer network.  OfficeMate will not launch until it can attach to the server where the data is located.

OfficeMate and ExamWRITER Questions? Try the Knowledge Base!

For over four years now, Eyefinity/OfficeMate has built and maintained an extensive online knowledge base to help clients answer technical questions about their OfficeMate and ExamWRITER software. In the beginning, we only had a few articles and categories posted online and the content in the articles was mostly basic “how to” content (i.e., how to process recalls in OfficeMate). Now, the online knowledge base contains over 1300 articles in 122 categories.

Carrie D. is the Director of Documentation for Eyefinity/OfficeMate

Carrie D. is the Director of Documentation for Eyefinity/OfficeMate

The content has expanded to include fixes for error messages, product and utility downloads, and Technology Integrated Practice (TIP) information. If you have a question about your Eyefinity/OfficeMate product, the knowledge base should be one of the first avenues you take to find an answer. Here are some tips to help you find the information you need in the knowledge base:

  • Check out the most popular and most recent articles on the home page of the knowledge base. Chances are good that one of the most popular articles will be helpful to you, too!
  • Use the folders on the left side of the page to find articles about, for example, ExamWRITER eDocuments or the Huvitz ExamWRITER equipment interface.
  • Click the Search tab at the top of the page to conduct a customized search for answers to your questions.
  • Click the Ask a Question! tab at the top of the page to ask our Customer Care team a question for which you are unable to find an answer in the knowledge base.

New articles are constantly being added to the knowledge base, so check back often to search for new knowledge. And, if you find a particular article interesting or helpful, be sure to leave a comment for us at the bottom of the article’s page!