Hi my name is @{:68.1} and I am calling in response to your interest in our SMILE/lasik program at our @{:128.1} facility.

(Goes into “scheduled call-backs”) Ok, thank you, I look forward to speaking to you then.

In case we are disconnected, may I confirm some information that we have?

Thank you for calling our SMILE line. In case we are disconnected, may I gather some information?

Are you calling to schedule a complimentary consultation?

Ok, thank you, are you interested in scheduling a complimentary consultation with our refractive team to find out more about your options?

(See list of FAQ’s. Focus on moving toward scheduling a consultation. If you are unable to help the patient, task the smile team in the clinic to assist - see below for options)

Perfect, I will get that out to you right away.

OK, It looks like our NW Eye Surgeons location in Seattle would be best?

It looks like you are about in the middle of Seattle NW Eye Surgeons and Spokane - Empire Eye. Do you have a preference of which location you'd like to go to?

OK, It looks like our Empire Eye location in Spokane would be best?

OK, It looks like our Empire Eye location in Spokane would be best?

OK, It looks like our Mr. View location in Fairbanks would be best?

Great, thank you. I have forwarded your information to the smile team and someone will be giving you a call in the next day or so.

(texts and email sent to tech team.)
I’m sending a message to the team and you should receive a call before the end of business today. Will that work for you?

Great, thanks for calling and please don’t hesitate to reach back out if you need us.

(Agent to put in task in nextech, automated email sent?)
I’m sending a message to the team and you should receive a call in one to two business days. Will that work for you?

Great, thanks for calling and please don’t hesitate to reach back out if you need us.

Great!
I can help you with that. Do you have a few minutes so that I can ask you some questions to determine what procedure might be best for you?

OK, It looks like our NW Eye Surgeons location in Seattle would be best?

It looks like you are about in the middle of Seattle NW Eye Surgeons and Spokane - Empire Eye. Do you have a preference of which location you'd like to go to?

OK, It looks like our Empire Eye location in Spokane would be best?

OK, It looks like our Empire Eye location in Spokane would be best?

OK, It looks like our Mt. View location in Fairbanks would be best?

You are not currently eligible for SMILE due to unstable prescriptions at this age. Your prescription can change and fluctuate. Usually this stabilizes after 20, please feel free to call back then to schedule an appointment.

Because you are over the age of 50 you are unlikely to be a candidate for laser eye surgery like smile or lasik.
We do offer a procedure called refractive lens exchange, or (RLE) as it is often referred to in the media. This procedure is:
is a vision correction procedure that can eliminate the need for glasses or contact lenses.
RLE can treat a number of vision issues, including presbyopia (the inability to see things close up), and it may be an option for patients who are not candidates for SMILE, LASIK or PRK.
RLE utilizes a surgical technique used for a cataract surgery to significantly improve vision by replacing the eye’s natural lens.
This procedure also eliminates the need for future cataract surgery.

Thank you for calling Seattle NW Eye Surgeons. We look forward to seeing you on @{date:113} @{time:63}. The clinic location is: 332 NE Northgate Way Seattle, WA 98125

Great, I have forwarded the information to you. Please reach out if you have any further questions.
Have a great day and thank you for calling.

Ok, thank you for calling and I hope you have a great day. Please feel free to reach out to us if you have additional questions.

People 18-20 are not currently eligible for SMILE but you may be eligible for lasik. We would need to make sure that your prescription is stable
Where do you normally get your glasses or contact prescriptions from?

Great, a member of the team will reach out to obtain those records and give you a call back after the doctor reviews the information.

Ok, we can go ahead and get you scheduled for a consultation and the doctor can address it further at that time.

Great, I’m sending a message to the team and you should receive a call in one to two business days. Will that work for you?
(>>>> Agent to task smile team <<<<<<<)

Ok, is there anything else I can help you with?

Great, I’m sending a message to the team and you should receive a call in one to two business days. Will that work for you?
(>>>> Agent to task smile team <<<<<<<)

Ok, is there anything else I can help you with?

Thanks so much for calling and I hope you have a great day.

Thanks so much for calling and I hope you have a great day. (Task smile team to call patient in nextech)

Great, I’m sending a message to the team and you should receive a call in one to two business days. Will that work for you?
(>>>> Agent to task smile team <<<<<<<)

Ok, is there anything else I can help you with?

You will need to wait until after your pregnancy to be a candidate for Laser eye surgery, while pregnant or nursing your prescription and vision can fluctuate.

Task SMILE Team with Eye Condition if Patient Schedules

Based on the information you have provided, you may be a candidate for Laser Vision Correction! The next step is to get you scheduled for your complimentary consultation with one of our doctors.
While looking at a date for scheduling a few things to keep in mind, the appointment can take 1 ½- 2 hours.
You will be dilated during the exam - most people are able to drive by the time they are done with their appointment.

We ask that you stay out of your contacts for two weeks prior to consultation. If patient absolutely cannot be out of contacts for two weeks, you may still schedule a consult, just make sure to notate that in the appointment.

We ask that you stay out of your contacts for minimum of 1 week prior to consultation.

We ask that you stay out of your contacts for minimum of 1 week prior to consultation.

Does morning or afternoon work best for you? Do you have a day of the week that works best for you?

Thank you for calling @{:34} we look forward to seeing you on @{date:30} @{time:31}. The clinic location is: 332 NE Northgate Way Seattle, WA 98125

Thank you for calling @{:34} we look forward to seeing you on @{date:30} @{time:31}. The clinic location is: 16010 E Indiana Ave Spokane Valley, WA 99216

Thank you for calling @{:34} we look forward to seeing you on @{date:30} @{time:31}. The clinic location is: Mountain View in Fairbanks

If a patient has a non-urgent question not answered in this list, please say: "That is a great question to ask the doctor at your consultation! I suggest making a list of all the questions you would like answered, and bring it to your consultation."

Q: How much does it cost?

A: We offer a variety of vision correcting procedures, the best option for your unique eyes will be determined at your free consultation. The cost can vary depending on which procedure but start at $2750 per eye.

Q: Does insurance cover it?

A: Most often insurances do not cover these procedures as they are considered elective. Some insurances offer a discounted rate. When you come in for your free consultation, your surgical coordinator will help to determine if you have any such benefit.

Q: Do you have payment plans?

A: We offer up to 24% deferred payments with CareCredit. If you are interested in this option, your surgical coordinator can discuss it in detail with you at your consultation.

Q: What is SMILE or What is the difference between SMILE and LASIK?

A: SMILE is the latest advancement in laser vision correction and is considered a less invasive alternative to lasik. The procedure takes 10-15 minutes from start to finish and is painless. Most patients are able to resume normal activities such as driving the very next day.

Q: Can these procedures treat astigmatism?

A: Yes! SMILE, LASIK, PRK, ICL, and RLE can all treat astigmatism.

Q: Is SMILE new or How long have you been doing SMILE in your office?

A: Smile is somewhat new to our region however, 7 million smile procedures have been performed worldwide. This procedure is very similar to Lasik and PRK, our surgeons have been performing vision correcting procedures for over 30 years!

Q: How much does a consultation cost?

A: Consultations are 100% free!

Q: Will I need a driver after my eyes are dilated?

A: Your up close vision will be pretty blurry and you will be sensitive to the light. Your distance vision won't be affected, most people are ok to drive.

How much does it cost? What are my options for a payment plan?

The cost can vary but typically ranges from 5,800-6,500 per eye. We accept cash, check, credit card or Care Credit. If you need to arrange for a payment plan, we recommend that you apply for Care Credit, at (800) 356-8295 or carecredit.com/apply.

Note: If applying for Care Credit, you need to be approved and must have your card/account number with you on the day of surgery. The application and approval process is usually fast but can take longer so please apply as soon as possible.

How much time will I need to take off from work?

Many people return to work following their 1-day post-op appointment but it will depend on your vision and recovery. Depending on your working conditions and job requirements additional time away from work may be required. Please communicate any concerns that you have with your surgeon's team.

Will I feel anything during RLE surgery?

You may feel pressure and water during the surgery. Our goal is to make you as comfortable as possible. Please communicate with your surgeon and staff if you feel that you need additional relaxing or numbing medication throughout your procedure.

May I drive myself home?

No. Due to the sedation administered and blurred vision, we require that you have a responsible adult drive you home after surgery. We ask that your driver check in at the front desk with you. Due to COVID social distancing, once we obtain the needed information from your driver, we will ask your driver to wait off site or in their car. We ask that your driver be within 10 minutes of our office and we will call them on the cell phone number provided when you check in for surgery, once your surgery is complete.

How soon may I resume driving after RLE surgery?

For most RLE surgery patients, vision improves significantly in the first 24 hours after surgery. We suggest/recommend that you have a driver arranged for your 1-day post-op appointment after surgery. After the 1-day post-op, you may drive as soon as you feel comfortable doing so.

Are there any physical restrictions after RLE surgery?

• Avoid bending with your head below your heart for 2 days after surgery.
• Avoid heavy lifting greater than 30 pounds for 2 days after surgery or anything that you feel like you are straining to pick up.
• Avoid sports & other activities with increased risk of falling or that are strenuous for 7 days after surgery.
• Avoid work in a dirty environment for 7 days after surgery to avoid infection.
• Avoid swimming, hot tubs and saunas for 7 days after surgery to avoid infection.

Will travel plans be a problem after RLE surgery?

There are no specific restrictions on flying after surgery, however,