Eyewear Ready Workflow
- 1Optician marks lab order as received in the portal
- 2System sends automated text to patient with pickup hours
- 3A reminder is sent 48 hours later if the order is not collected
Systems for Optometry Practices
Optimize Patient Retention and Optical Sales Workflows
Optometry practices generate revenue through comprehensive eye exams and the subsequent fulfillment of prescriptions in the optical gallery. Revenue tends to slip when patients take their prescriptions elsewhere, fail to schedule annual exams, or leave insurance claims uncollected.
Healthcare
- Automated Recall Campaigns
- Optical Capture Sequence
- Dispensing Notifications
- Use-It-or-Lose-It Reminders
- AI Receptionist
How the business actually works
How the work flows, start to finish.
- 01
Appointment Inquiry
Patients reach out via the practice website or phone to verify vision plan coverage and availability.
- 02
Insurance Verification
Staff confirms benefits for both medical and vision plans prior to the patient arriving at the clinic.
- 03
Clinical Encounter
The optometrist performs the exam chairside and updates the patient record with new prescriptions.
- 04
Optical Handover
The patient is transitioned to the optician for frame selection and lens measurements.
- 05
Order Fulfillment
The practice tracks the status of lab orders and notifies the patient when their eyewear is ready for dispensing.
- 06
Annual Recall
Patients are prompted to schedule their next routine exam as they approach their eligibility date.
Where it leaks
Common problems for optometrists.
01
Prescription Leakage
Patients often complete their exam but leave without visiting the optical department. Without a structured follow-up, these high-margin frame and lens sales are lost to online retailers or big-box competitors.
02
Low Recall Rates
Many practices rely on manual outreach to book annual exams, leading to gaps in the schedule. When patients are not consistently reminded of their eligibility, they may drift to other local providers.
03
Unclaimed Benefits
Patients frequently forget to use their flexible spending accounts or vision benefits before the end of the year. This lack of awareness results in a significant dip in potential fourth-quarter revenue.
04
No-Show Disruptions
Empty exam lanes represent unrecoverable lost time for the doctor and staff. Inconsistent confirmation sequences fail to protect the clinic from last-minute cancellations and missed appointments.
05
Dispensing Delays
When completed eyewear sits in the lab tray without the patient being notified, it delays cash flow and creates office clutter. Manual calling is inefficient and often results in long delays before the patient returns.
What LATTICE can build
Systems built around how you work.
Automated Recall Campaigns
Sends personalized SMS and email reminders to patients exactly twelve months after their last exam based on their clinical history.
Optical Capture Sequence
Follows up with patients who had an exam but did not purchase eyewear to offer a gallery consultation or highlight new frame arrivals.
Dispensing Notifications
Triggers an instant alert to the patient via their preferred channel the moment their glasses or contact lenses pass quality control.
Use-It-or-Lose-It Reminders
Broadcasts targeted messages in the fall to patients with remaining insurance benefits to encourage year-end appointments.
AI Receptionist
Handles after-hours inquiries about office hours, location, and insurance types, ensuring new patient leads are captured 24/7.
Medical History Intake
Sends digital forms to patients before their arrival to minimize time spent in the waiting room and maximize chairside efficiency.
Review Generation
Automatically requests feedback after a dispensing appointment to build the practice's local reputation for clinical and retail excellence.
Example systems
What it looks like in practice.
Patient Reactivation
- 1Filter identifies patients who have not been seen in 24 months
- 2Series of two emails sent highlighting new diagnostic technology
- 3Direct booking link provided to fill immediate calendar gaps
Insurance Benefit Education
- 1Patient books a comprehensive exam
- 2System sends a message explaining the difference between vision and medical insurance
- 3Automated request for insurance card photos to speed up check-in
Have a different problem?
Tell us what's slowing the business down. LATTICE can build around the way your business operates.
Questions from optometrists
How does this help keep patients from taking their prescriptions elsewhere?
By automating the follow-up process immediately after the exam, you stay top-of-mind during the decision-making window. We can trigger educational content about lens quality and warranty protections that online retailers cannot match.
Can we target patients based on their specific insurance eligibility?
Yes, the system allows you to segment your database so you can send specific messages to patients with benefits that expire at the end of the calendar year or on a rolling basis.
How do we handle contact lens reorders?
We can build workflows that remind contact lens wearers to restock their supply a few weeks before their current boxes run out, directing them to your practice portal for easy ordering.
Will this reduce the workload for my front desk staff?
By automating routine tasks like appointment confirmations, intake paperwork, and pickup notifications, your staff can focus more on patient care and optical sales rather than managing the phones.
Does this replace my existing electronic health record system?
LATTICE acts as a communication and sales layer that works alongside your clinical records to handle the patient engagement and marketing tasks that most medical software performs poorly.