retail ops

Product Pickup Protocol

Karlen McLean

All ECPs have trays on shelves containing merchandise that has been ordered but not picked up. Our practice policy was to collect half of the total fee up front. A rare exception was for friends, family, or long-time patients. Even then, we’d occasionally get burned.

Procedures for unclaimed product vary. Here are tips to consider from practices across the country.

UPFRONT PAYMENT

“This is a sticky situation. You don’t want product hanging around the office, and you don’t want to annoy patients,” says Eric M. White, OD, of Complete Family Vision Care in San Diego, CA. “After we call and email them, we wait a couple of weeks. After that, if the product is still here and is paid in full, we mail it to them. It’s worth the postage to close the books.”

“We don’t allow patients to order eyewear until we receive a minimum 50 percent,” states Helen C. Hall, ABOC, CPOA, office administrator at Baker Vision Clinic in Baker City, OR. “Even if they have insurance, payment of at least 50 percent of their out-of-pocket expenses is due.”

Keeping upfront payment as a simple 100/50 rule helps reduce collection efforts.

“The process of handling overdue product can be time consuming and stressful,” says Amy Endo, COPT, ABOM, with Edwin Y. Endo, OD & Associates in Aiea, HI. “We ask for no less than 50 percent. Direct-ship contact lenses must be paid in full at the time of ordering.”

Visual Eyes in Boston follows the same 50 percent policy. “This assures our costs are covered,” says Kevin Loughlin, RDO.

PLANNING AHEAD

If the order is large, another option is a payment plan, says Endo. “If clients want to purchase three pairs of eyewear, contacts, or more and are asking for extended payments, we offer Care Credit, where they have up to six months to pay.”

“Make appointments for return fitting and dispensing,” adds Mary Seguiti, LDO, with Hillsborough Community College in Tampa, FL, and consultant at ii’s Optical in Odessa, FL. “Patients may be less likely to miss an appointment. Make sure you have current information. Ask the patient, ‘What is the best way to contact you?’ because everyone is different and prefers a different mode of communication.”

TIME AND MONEY

Set time frames as part of your procedure. “We have someone assigned to do time checks,” Hall explains. “That person follows up on any trays waiting to be dispensed longer than 30 days after the first notification. First we remind with a phone call; in another 15 to 30 days we do a notification by email or letter; and in another 30 days we [send] a certified letter. We have about 80 percent compliance after the first call.”

White’s policy is hands-on. Literally. “In an email we let patients know ‘for their convenience’ we’re mailing the product, and to please stop by if they need adjustments. If they have a balance, we let them know they can call in a credit card number and then we’ll be happy to mail it. I’ve taken contacts and glasses to patients’ homes. I’ve even had them picked up at my house.”

FINAL AND FLEXIBLE

When ordered product remains unclaimed, it’s time to wrap it up.

“If the patient has paid half for the order, the frame goes back in stock,” Hall relates. “Then the patient’s account is sent to collections with certified notification, and lenses are held for another 90 days. If there’s no response after that, lenses are thrown away. If the new lenses are in a patient’s own frame, the account goes to collections first, and if never picked up, it is placed in the Lions eyewear donation box.”

For some practices, it all depends on the status of the eyewear. If the frame is discontinued, says Endo, “we dismantle frames and lenses and ‘fire sale’ the frames.”

As for Loughlin, “After three months the order is disassembled and the frame returned to inventory.” And, at White’s office, “We put the lenses in with their chart.”

It’s a lot of work, agree the ECPs. Concludes White: “This is why it’s crucial to get payment up front.” EB