Service Spotlight

This edition’s special recognition goes to Gabby Nivar and Dr. Danielle Orr. They provided outstanding care and service to a VA patient in PVC. While this is the norm for the level of dedication we provide our veterans, this dynamic duo truly rose to the occasion. Upon the patient’s arrival it was discovered he was a keratoconic patient presenting for a scleral contact lens fitting. Since referring the patient to the contact lens service wasn’t an option since it was graduation week, Gabby and Dr. Orr proceeded with the fitting to avoid the patient making a wasted trip to the clinic. After a brief consult with Dr. Lai, they successfully fit the patient, which provided a great improvement in the patient’s best corrected acuity. This lucky veteran will now be able to enjoy seeing the scoreboard with pristine clarity during another Buckeye victory over Michigan this fall!

Have you witnessed a staff member displaying an exceptional effort to go above and beyond to serve a patient? If so, nominate them for the next edition’s “Service Spotlight.” Send your nomination to Dr. Nixon at Nixon.24@osu.edu.

University Years of Service

Kudos! The following clinic staff and faculty have reached a new milestone at the University! Congratulations on your years of service and THANK YOU for all you do!

May:

  • Kathy DuPart – 12 years
  • Dr. Phil Yuhas – 5 years

June:

  • Dr. Michelle Buckland – 11 years
  • Dr. Rebecca Deffler – 2 years
  • Ashley Hill – 5 years
  • Kelly Kennedy – 19 years
  • Dr. Kate McClure – 3 years
  • Dr. Ann Morrison – 5 years
  • Dr. Erica Shelton – 1 year
  • Dr. Kelsy Steele – 3 years
  • Dr. Kim Weisenberger – 1 year
  • Dr. Aaron Zimmerman – 11 years

News & Notes

  • Clearwave Go Live
    • Today is the launch of the new Clearwave kiosk check-in system within the main clinic. We are excited to introduce new technology that will improve the overall patient experience through streamlining the check-in process, reducing paperwork, and allowing our staff more time to focus on patient checkout, scheduling appointments, and assisting patients in need.
  • Elimination of Sales Tax on Prescriptive Eyewear
    • Through the efforts of the Ohio Optometric Association to promote passage of Senate Bill 8 in 2017, beginning July 1 visual devices that require a prescription will no longer be subject to state sales tax. This new law is estimated to save Ohio taxpayers $29 million annually. The law is fairly straightforward. Any visual correcting device that requires a written prescription will be exempt from sales tax. Such examples include:
      • Prescriptive eyewear, including frame and lenses
      • Repair or replacement parts for a frame with prescriptive lenses
      • Prescription sunglasses
      • Reading glasses prescribed by a doctor and made specifically for an individual patient
      • Contact lenses
    • Some examples of non-prescription items that will still be subject to sales tax include:
      • Plano sunwear
      • Over the counter reading glasses
      • Low vision devices
      • Vision therapy equipment
      • Any over the counter products such as: dry eye masks, artificial tears, contact lens solution, nutritional supplements.
    • One issue that is less clear is when a patient buys a frame only. If that patient purchases a frame only with the intent of placing prescription lenses in it at a later date (such as a frame only purchase during a frame expo), then that item is also exempt. However, in that instance, it is required that we complete an Ohio Department of Taxation Sales Tax Exemption Certificate and have the patient sign it. Exemption forms can be found on the OOA website at: https://www.ooa.org/aws/OOA/asset_manager/get_file/303344?ver=104.
  • Fiscal Year 2020 Clinic Fee Schedule
    • July 1, 2019 marks the beginning of the new fiscal year and the effective date of our new clinic fee schedule. While individual services will have changes to specific items within their services, fee changes that will impact all clinic services are listed below. A list of all clinic fee changes will be sent to clinic staff in a future correspondence.
      • 92014: Established Patient Comprehensive Exam including refraction: $140
      • 92004: New Patient Comprehensive Exam including refraction: $150
      • 92015: Refraction: $44
  • Updates to Compulink Appointment Scheduler:
    • Beginning autumn semester 2019 all clinic schedules in Compulink will be assigned by interns instead of generic provider IDs (i.e. NL1, NL2, NL3, or CM1, P01, etc.). This will match the way some clinic services currently schedule with interns listed as the provider (i.e. AOC, LL, and UA). This clinic-wide change is a requirement for our next Compulink upgrade.
    • PVC will function the same despite individual patients being listed with the intern’s names on the schedules. PVC will still assign patients to interns through the Ohio State Clinic Scheduler and not based on pre-assignment in Compulink.
    • An additional unintended consequence is that intern/attending pairings will not be obvious by viewing the schedule. Therefore, use of the intern/attending assignments that are distributed to each clinic will be necessary to determine which schedule is specific to a particular attending.

We are currently working with Compulink to navigate a solution to address this unintended impact on our scheduling. If you have any questions about this please reach out to Ashley Hill or Dr. Greg Nixon.

Training Tip: Duplicate Accounts

  • Did you know that there are almost 1,800 duplicate patient accounts within Compulink? This means that there are 1,800 patients that have two separate accounts for the same patient. Did you also know that by 2020 the Office of National Coordinator of Health Information Technology (ONC) is requiring all providers to limit their total number of duplicates to 1% of their patient population? Great news! We are so close to achieving this goal! However, in order to reduce our number of duplicates we have a couple quick tips to share!
  • First, duplicate accounts happen for various reasons – including incorrect spelling of a name, typos of dates of birth, inability to obtain a SSN for the initial account created, unintentional addition, etc. How can we prevent this from happening?
    • When patients call to schedule an appointment, search for the patient’s account by date of birth even if they say they are new.
    • Verify the spelling of patient names and confirm that there is not an existing account in Compulink. When possible obtain a SSN when the patient calls to schedule their appointment. This is a tricky one – sometimes patients prefer not to disclose, but if we inform patients we collect this information for billing purposes to protect against identity theft this may help combat any concerns they may have.

Do you have a pro tip that you want to share? Email Ashley Hill at hill.2150@osu.edu and share your tip! Maybe your tip will be featured in our next newsletter!

OptoMETRICS

The addition of the Vision Therapy rotation as an OPT III curricular requirement has not only increased our ability to care for the growing VT needs of our patients, it has contributed greatly to an increase in educational encounters for our interns. Over the last three years, the total number of OPT III patient encounters has grown by 19.7%.

Clinic Calendar Highlights:

  • May 6-Aug 23: Summer Semester Clinic Rotation
  • June 24: Launch of Clearwave Kiosk check-in
  • July 4: Clinics closed in observation of Independence Day
  • July 5: Deadline for intern clinic leave requests at 11:59 p.m.
  • July 29-Aug 1: No PVC, AOC, VT, EWG, or FM or clinics for OPT IIIs due to summer semester finals
  • Aug 12-16: No PVC, AOC, VT, EWG, or FM or clinics for OPT IIIs due to Keystone II
  • Aug 26, 2019-Jan 03, 2020: Autumn Semester Clinic Rotation
  • Sept 2: Clinics closed in observation of Labor Day

Service Spotlight

This edition’s special recognition goes to Dave Moore and Dr. Jackie Davis. They helped a patient who wears prism in her prescription. The glasses had gotten out of alignment to the point where it was inducing vertigo for the patient. It was so bad the patient’s son drove her to the clinic on a Saturday to seek getting them repaired. When they arrived, Dave Moore was setting up for the Admissions Visit Day. He explained that the clinic was not open on Saturday. However, he sprang into action to find someone who could help. Dr. Davis then put her optical magic to action by repairing and adjusting the glasses to perfection. The patient was finally able to overcome her vertigo and was absolutely delighted with the extra effort put forth on her behalf.

Make a service spotlight nomination

Have you witnessed a staff member displaying an exceptional effort to go above and beyond to serve a patient? If so, nominate them for the next edition’s “Service Spotlight.” Send your nomination to Dr. Nixon at Nixon.24@osu.edu.

University Years of Service

Kudos! The following clinic staff and faculty have reached a new milestone at the University! Congratulations on your years of service and THANK YOU for all you do!

March:

  • Toni Dahn – 1 year
  • Sherri Kalb – 3 years
  • Dr. Tina Pawlikowski – 9 years

April:

  • Dr. Mike Earley – 28 years

Training Tip

Posting adjustments can be confusing at times! So let’s CLEAR it up – see what we did there? There are three types of adjustments that can be made on the ledger: general adjustments, prior approvals, and billing use.

  • General adjustments can be completed by anyone.
  • Adjustments requiring prior approval must be approved by a service chief, Dr. Nixon, Shawn Curtner, or Jeff Rohlf. In the internal note section on each line item the following should be included: date of approval, who approved it, how it was approved (verbal, email, etc.), and your Compulink ID.
  • Billing use adjustments are only to be used by billing for billing purposes.

When you select the adjustment type from the drop down, please remember that sometimes the description is cut off. To help you navigate the abbreviated list, we have listed materials adjustments as first and service adjustments as second throughout the lists. This means that if you have an adjustment with the same name, the first would be for materials and the second would be for services.

As a reminder, adjustments should never be entered in the adjustment box on the line item on the ledger. This should only be done through the adjustments function within Compulink for reporting purposes. For more details please refer to the training guides and job aides in the Clinic Resources folder on clinic desktops.

News & Notes

  • ICD-10 Coding
    • It is hard to believe that it has been almost four years since the implementation of ICD-10! Some may not even remember a day without ICD-10. In the event you have no idea that ICD-9 was a thing, let’s recap. ICD stands for the International Statistical Classification and Related Health Problems, the 10 means we are in the tenth revision of these classifications. This list is managed by the World Health Organization. The switch from ICD-9 to ICD-10 in 2015 provided a greater deal of specificity to diagnostic coding. The previous coding for ICD-9 contained numbers only and did not specify laterality or severity of conditions (i.e. 367.1 Myopia). Whereas, ICD-10 codes begin with a letter followed by numbers and specifies laterality and severity when needed (i.e. Myopia, bilateral as H52.13). I bet you are wondering, why bring this up four years later? Compulink has a wonderful feature that allows us to forward diagnoses from previous visits, which helps with efficiency and saves time. However, sometimes when we forward these they are ICD-9 codes. Don’t worry! We can still use the forward button on the plan tab, however, we have to double check the code that displays when doing so. If you see an ICD-9 code (i.e. 367.1) then we just have to update the code by searching in the list and choosing the proper ICD-10 code (i.e. H52.13). This is important for accurate charting and to enable us to properly bill insurance companies.
  • Compulink Patient Portal
    • We have received several inquiries from staff and patients about our patient portal and how it works. The patient portal is a web based system that allows patients to access a CCD (Continuity of Care Document) that includes demographic information and diagnoses from their visit, as well as patient education on those conditions. Additionally, a patient’s spectacle and CL prescriptions can be sent to the patient portal by the Medical Records office. The process is initiated by patients receiving an email after their initial visit once the provider has signed off on the record. The email comes from the portal vendor with whom Compulink works called MySecureHealthData.com. The initial email they receive provides instructions on how to create a secure account to access the portal. We have not heavily promoted the patient portal in the past because it was not working properly. While it does not provide an abundance of useful information and does not yet provide bidirectional messaging like the MedCenter’s MyChart, now that it is functional it is important that staff, attendings, and interns be aware of this capability of Compulink. If you have any questions about the portal, please contact Ashley Hill.
  • Clearwave
    • The clinic is excited to announce the acquisition of the Clearwave kiosk check-in system. This new process will enhance the overall patient experience by decreasing wait time, reducing paperwork, and even allow them to complete and securely send clinic documents electronically from home. The Clearwave system also will provide benefits for the clinic staff by eliminating scanning of HIPAA forms and insurance cards, streamlining the insurance verification process, and improving the accuracy of patient demographic information. Altogether, this will allow staff more time to focus on patient checkout, scheduling appointments, and assisting patients in need. Be on the lookout for our new kiosk systems in June.

OptoMETRICS

  • An aspirational goal for each clinic service is to reach 100% fill rate, that is to provide a patient encounter in every available appointment slot. In reality, no-shows, last minute cancellations, poor weather, etc. prevents every appointment filling every day leaving the national fill rate somewhere around 80%. For March 2019, AOC had a fill rate of 96% and PVC had a fill rate of 92%!

Clinic Calendar Highlights

  • April 24-25: No PVC, AOC, or VT due to OPT III Final Exams
  • April 26: The last day of clinic for the Class of 2019
  • April 29-May 3: No CL, BVP, or LVR due to OPT IV graduation week
  • May 6-Aug 23: Summer Semester Clinic Rotation
  • May 27: Clinics closed in observation of Memorial Day
  • July 4: Clinics closed in observation of Independence Day