FREQUENTLY ASKED QUESTIONS
We have put together a few questions that seem to be just that, frequently asked! We encourage parent/patient questions which is why we have a NEW, secure, web portal for you to email your questions regarding your child’s eye care. Call our office if you have not signed up, call today!
HOW DO I GET A MEDICATION REFILL, COPY OF A GLASSES/CONTACT LENS PRESCRIPTION, A LETTER FROM THE DOCTOR?
In the past, the only option was for patients to call our office; however, through our secure web-portal (NextMD), you can request all of these items and MORE-without having to pick up the phone! If you have not set up your account, please call our office and ask one of our Patient Service Representatives to enroll you today.
THE DOCTOR PRESCRIBED PATCHING SO WHERE DO I GET PATCHES?
For patching, there are two options: sticky patches or cloth patches. The sticky patches apply to the skin like a Band-aid and the glasses go on over the patch. The cloth patch slides over the arm of the glasses and slides around over the lens. Both Highland Family Optical and Children’s Family Optical sell patches. Visit one of the optical shops today to see our selection of patches.
DOES CHILDREN’S EYE PHYSICIANS TAKE MY INSURANCE?
We accept the majority of insurance plans. Below is a list of the insurance companies with which we are contracted. If you have any questions regarding payment for services, please contact one of our Patient Account Representatives.
Aetna, Aetna EPO (with authorization), Banner Health (with authorization),Beech Street, BCBS, CHP+, Cigna, Medicaid (Colorado, Nebraska, Wyoming, Kansas (authorization needed)), Denver Health Medicaid, Denver Health CHP+ (with authorization), Great West, HMO Colorado, Humana, Kaiser PHCS, Kaiser Permanente (with authorization), Medicare, Mutual of Omaha, Pacificare, Healthcare Systems (PHCS), Rocky Mountain HMO, Secure Horizons, Sloan’s Lake/Cofinity, Tricare Standard, Tricare Prime (with authorization), United, Work Comp
I WAS TOLD MY CHILD NEEDED GLASSES, WHERE SHOULD WE GO?
As specialists in pediatric eye care, we believe that a good glasses fit is incredibly important. For this reason, we have partnered with two optical locations: Highland Family Optical and Children’s Family Optical to provide our patients with the largest selection of pediatric frames in the Denver area. Our opticians have been trained to work specifically with children and make accuracy and patient satisfaction their number one priority.
WHAT IS THE DIFFERENCE BETWEEN MEDICAL AND ROUTINE?
At Children’s Eye Physicians, we only accept medical insurance. We are always willing to see any patient; however, we are not contracted to bill through vision insurance plans. We will make every attempt to bill your visit with a medical diagnosis (eg: strabismus, amblyopia, blurred vision). Diagnosis codes such as nearsightedness & astigmatism are considered to be routine and do NOT fall under your medical coding.
WHAT IF I NEED TO CANCEL MY APPOINTMENT?
We understand that things come up. We ask that any cancellations are made within 24 hours of your scheduled appointment or there will be a $50 no show fee charged. We will be happy to reschedule your appointment to a time that may be more convenient for you and your family.
WHAT IS YOUR PAYMENT POLICY?
We request that all payments are made at the time of service. This policy helps keep our billing costs down and our fees reasonable. If you are not able to pay your co-payment at the time of your visit, you will be charged a $10 billing charge. Additionally, if you are a self pay patient, payment is expected at the time of service. If you are unable to pay for your visit in full, please contact one of our Patient Account Representatives to arrange payment.
WHAT ARE THE OFFICE HOURS?
Appointments are available from 8:00am to 4:30pm. Some providers have modified schedules for certain days of the week. Our staff is available via phone calls from 8:30am-4:30pm. We offer email communication on-line through a secure web-portal (NextMD). Non-urgent email communication can be sent 24 hours per day; however, responses will be made during operating hours (8am-4:30pm).
HOW ARE PHONE CALLS HANDLED DURING THE DAY?
Our Patient Service Representatives are available during our operating hours to answer general question. Non-urgent requests that involve patient care will be first addressed by one of highly trained technicians. Our policy is to return phone calls within 24 hours. We also suggest using our secure web-portal to send a non-urgent email request. If you have not established your on-line account, call our office and set one up today.
WHAT IF I HAVE A PROBLEM DURING OFF HOURS?
If you have an urgent eye condition that arises outside of our normal business hours, you should call our office. One of our doctors is on call every day including weekends and holidays. Of course, if there is a life threatening emergency please contact 911.
