Eye care professional portal training hub

Welcome to the eye care professional portal training hub! This page offers quick access to the information you need to master the new portal, including a quick start guide, a comprehensive user guide, and videos that take you step-by-step through the most commonly used portal functionality.

At Versant Health, it is our vision to become the most trusted managed eye health and vision plan in the industry. We hope that, by providing the eye care professionals in our network this brand-new portal and training on its use, we are on our way to achieving that vision!

Versant Health’s letter to the American Optometric Association regarding our eyewear dispensing program
View letter

Videos

Registering for the new portal

Logging in and selecting labs

Member lookup and eligibility

Submitting claims for services

Ordering eyewear (lab-supplied frame)

Ordering eyewear (frame to come)

Ordering contact lenses

Looking up claim and order status

Administrative management of users

Managing authorizations, voiding and ordering from legacy portal

Placing and checking status of Excel Advantage orders

Videos for doctors not participating in the Eyewear Dispensing Program

Member lookup and claims status

Submitting claims - Davis Vision

Submitting claims - Superior Vision

Submitting claims - Contact lenses

Guides

Comprehensive portal guide

View this guide for complete instructions regarding the portal.

Pre-registration guide (pilot only)

Eye care professionals participating in the eyewear dispensing program pilot can use these instructions to pre-register, create a profile, and choose/add labs to their portal profile. This can begin after September 1st.

Pre-registration guide

Eye care professionals who are new to the Versant Health portal can use these instructions to pre-register, create a profile, and choose/add labs to their portal profile. This can begin after September 1st. These instructions are for all eye care professionals who did not participate in the pilot portal program.

Quick start guide

Jump right in! This guide will get you started and show you a few key portal functions.

Reference guide: Davis Vision

View phone numbers specific to Davis Vision eye care professionals.

Reference guide: Superior Vision

View phone numbers specific to Superior Vision eye care professionals.

Eyewear Dispensing Program Nationwide Lab Network

With labs across the country, there is likely one near you.

Eyewear formulary

We are pleased to present the formulary associated with our Eyewear Dispensing Program.

Questions and answers

For eye care professionals seeking support, please review the below answers to popular questions.

Eyewear Dispensing Program (EDP)

Superior Vision Medicaid patients will now select frames from the yellow tag frames from the exclusive collection, but if an eye care professional would like to offer the Exclusive Collection to their commercial patients they will need to purchase the frames through the Excel Advantage program. That information can be found on the portal dashboard.

Superior Vision Medicaid patients will now select frames from the yellow tag frames from the exclusive collection, but if an eye care professional would like to offer the Exclusive Collection to their commercial patients they will need to purchase the frames through the Excel Advantage program. That information can be found on the portal dashboard.

If it’s a Versant Health supplied frame, you will need to select the frame from the list of collection frames. Davis Vision members typically use frames from the Exclusive Collection, as do Superior Vision Medicaid members.

Through the eyewear dispensing program, we’re able to offer more labs for manufacturing and a larger product selection without affecting member out of pocket costs.

The implementation of the dispensing program has not gone as smoothly as anticipated, and as a result, some eye care professionals have experienced operational difficulties.

We have learned a lot through the implementation and are doubling down on our efforts to improve how it works to better allow eye care professionals in our network meet members’ eyewear needs in a timely manner. We have:

  • Excluded two underperforming eyewear labs from our network
  • By the end of 2019, we will have tripled staffing at the call centers to reduce wait times
  • Debuted super-users, who help solve problems in real-time
  • Added instructional written guides and video trainings on how to use the new portal
  • Increased the number of staff working directly with eye care professionals to more quickly escalate concerns
  • Prioritized portal fixes with our IT team for easier access and use

We’re making continual improvements and modifications to the dispensing program to ensure eye care professionals’ comfort in participating and, ultimately, that they can meet their patients’ eyewear needs.

That depends on the reason for the replacement. If there are no changes to the order you can submit a remake on the portal, otherwise you need to call the Essilor lab from which you ordered, or Versant Health if it’s a Medicaid member.

You will need to call the lab from which you placed the order.

Versant Health’s mission is to help its 33 million members enjoy the wonders of sight through healthy eyes and vision.

Our new eyewear dispensing program gives our members and the eye care professionals who care for them access to high quality eyewear using advanced technology and a broad choice of lens functionality, while stabilizing costs.

Eye care professionals using the new program can now offer their members more innovative eyewear options, such as digital progressives, anti-reflective coatings and blue light coatings. More than 18,500 independent eye care professionals and more than 14,700 independent eye care offices are already active in the new program, and since its inception, nearly 104,000 eyewear orders have been processed through the program, of which, 93% have been fulfilled in 5 days or fewer.

Portal registration

No. After you register each location, each time the ECP logs in, the Office IDs that are associated with the TIN display. They just have to select the location.

If the you have both a DV Office ID # and a SV office ID number, it is a good idea to register both for the same location so you can serve patients from both companies. Only one number will need to be registered for that office address.

ECPs register each location separately initially, but when the locations are the same, both Office IDs display in the Location drop-down list.

Portal use, order entry, and tracking

On the Orders/Claims History page, you can access the draft order, which has a status of Draft Action Required. To the right of the order, click the red (X) to delete the draft. A confirmation message displays to confirm that the record has been deleted.

The function is on the portal, but slightly different. You may submit a claim only without ordering materials, submit for claims and orders, or submit orders only. You will choose which function based on what is available once you select the member. But you must choose a practitioner for claims only to work.

Not yet. This is something that was offered on the old portal and may be available on future versions of the new portal.

If there isn’t a change to the order you can access the old system to enter the remake.

You can access the detailed member benefit list which shows exactly what they are entitled to along with co-pay amounts, and you can also view the service request form that you used to see on the Davis Vision portal.

Encrypted email is now required in order to adhere to patient privacy guidelines. Please call into the EDP customer support line for assistance.

Only if the patient has Medicaid benefits. You order your Excel Advantage frames from Newtown Square, and for commercial and Medicare members you will order your lenses from the Essilor network.

Replacement frames can be ordered on the portal unless there is a change in the materials. Then you must call customer service from the lab from which you ordered the frame.

Yes, depending on the materials ordered / available.

Replacement frames can be ordered on the portal unless there is a change in the materials. Then you must call customer service from the lab from which you ordered the frame.

Claim status is easily searchable using smart search functionality available in your portal dashboard once you log in and select a practice.

On the Orders/Claims History page, you can access the draft order, which has a status of Draft Action Required. To the right of the order, click the red (X) to delete the draft. A confirmation message displays to confirm that the record has been deleted.

After selecting the member, select doctor supplied frames and spectacle lens on the claim order.

If you need to reset your password for the EDP /New website you do not have to call in for support … follow the Forgot password prompts to reset it.. also look at the comprehensive portal guide for more help.

You will receive an Explanation of Payment (EOP). Online, you can check the InstaMed portal https://online.instamed.com/providers/Form/Account/Login.

When the you begin an order, you select the lab you want to fulfill the order in using the Laboratory Account # field in the Eyewear tab. You see this field after you complete the RX fields. You can only select a lab that is registered for the current Location.

“From the Portal Dashboard, select the office location and Practitioner associated with the patient’s visit. Then enter the date of service, the patient’s date of birth and last name (or member ID).
Then click Search. The Member’s eligibility information displays and below that, a detail of the Member’s benefits.”

Visit davisvision.com. Or, when the ECP signs into the Versant Health portal, the pop-up message will ask if they have an order prior to their start date and allow the ECP to select the hyperlink.

You can still view and print the service record form, or print the detailed benefit summary.

The second pair order function has been working inconsistently. If a patient has two-pair benefits, and the portal will not allow you to order a second pair, you will need to call customer service.

The second pair order function has been working inconsistently. If a patient has two-pair benefits, and the portal will not allow you to order a second pair, you will need to call customer service.

Select “Contact Lens” , then the CLAIM button. (not order/claim).

All eye care professionals who are participating in the eyewear dispensing program must use the nationwide lab network unless their contract allows otherwise. Please see your contract amendment via a DocuSign agreement that was sent by Spring CM.

All Medicaid jobs are completed through the Newtown Square lab. When you select a member who receives Medicaid benefits the Newtown Square lab should pre-select.

The eyewear dispensing program has processed more than 104,000 orders; however, we are working to improve the implementation of this program to facilitate faster, precise orders. For example, we have already excluded two underperforming eyewear labs from our network.

If you have urgent questions about your order, please contact the specific laboratory that is servicing you.

Begin with the primary diagnosis, and then select additional diagnosis codes as you continue the order or claim.

Yes. If there is an open authorization you should see a pop up that will take you to the page where you can either clear the authorization or complete the order in the legacy portal.

In most cases, authorizations will not be required for routine services, as they were with Davis Vision in the past. Now you will be verifying benefits and eligibility and submitting claims for the services the patient is eligible for.

This should be done automatically when you cancel the order with Essilor- it takes about 48 hours for the benefits to be reinstated.

You should be able to type in the lens type and it will populate with all available options, so you won’t need to search.

You can access the formulary on the portal under resources.

We’ve created several on-demand guides for eye care professionals using the new online portal that may answer many of the questions you have. You can find those resources at https://versanthealth.com/ecp-training-hub/.

We’re also rolling out webinars on an ongoing basis. Please keep an eye out for emails indicating how you’re able to access.

If you have further questions about how to use the new portal, contact us at providerhelp@versanthealth.com.

Yes , it is a good practice to select a practitioner to identify whether the member’s benefits can be applied in or out of network.

We no longer issue authorizations. You will verify benefits and eligibility and submit for those services they are eligible for which are clear in the portal.

Draft Action Required indicates that the claim or order has been started but not completed. The rest of the lab order statuses are available in Appendix C of the Comprehensive Portal Guide.

Draft action means the order has been saved but not submitted. Either click the pencil to edit it or clear it and start over. We have seen some get a “grey screen” when clicking the pencil. A fix is scheduled at the end of January for this. In the meantime, if this happens just re-enter the claim/order.

Google Chrome 65 or higher should be chosen. It can be downloaded here https://www.google.com/chrome/

Ultimate tier products were added in mid-2019. You can find the list of categories on the portal under Reference Tools in your dashboard menu. They are also on the formulary located here.

Always try the portal first. If it does not work, you must call the Essilor lab that made the original order for remakes to that specific order if it can’t be done on the portal. We are currently refining our remake/redo process.

Go to the Orders/Claims History page to see the current status of the order. ECP should contact the originating lab for specific shipping dates. Jobs being fabricated by an Essilor lab, call the lab; for jobs being fabricated by NTS, please call Versant Health at 1 (800) 773-2847.

Select the member, then Contact Lenses, then ORDER/CLAIM- this will allow you to order lab supplied contact lenses.

The price of lenses are pre-determined by the fee schedule in your contract.

There is no need to enter usual and customary charges for lab orders unless you are supplying the frame or contact lenses.

The portal should give you this information on the detailed benefits screen under “Next Available Date”.

Processes and procedure education

The reinstatement of benefits will take up to 48 hours.

The answer depends on they type of redo. You can access the warranty policy on the portal. The only difference should be the restrictions to the number of remakes allowed in the warranty period.

You should have shipping labels for all the labs you use and you can return them using that label.

If the member is eligible, the ECP would need to click lab supplied frame under (job type).

The EDP system does not use authorization numbers, but you can track the progress of your claim or order through the Order and Claim History page of the ECP Portal.

This is depending on the plan deadlines, most are 180 days unless listed.

No, Medicaid orders need to be processed through the Newtown Square Lab.

You are not charging for the coating itself, just the scratch warranty- which allows the patient a remake if lenses get scratched.

We recommend that ECPs submit claims and orders together if they can, because not all patients allow splitting the benefits. It is a good idea to check the member’s benefits to review splitting rules if you have this question.

Most of the service record forms have been updated. If you identify one that still has incorrect information please bring it to our attention and we will have it updated.

You can only enter U&C charges for the following : exams and contact lens fittings claims, doctor-supplied frame and doctor-supplied contact lens orders.

Look closely at the member’s benefits. If the contact lens fit and follow-up is covered it should let you. If not you may need to collect payment from the member and file the contact lens claim only. If it is in their benefits, there may be a technical glitch that requires trouble shooting – please call in to the EDP line for support. You can also submit an Lab Order Form, which is found in the hamburger menu in the upper left corner of the portal, under Laboratory Order Form and follow the instructions on the form for the claim to be entered in the site for you.

Membership is at the individual level. Enter the member’s date of birth and id or last name. If the patient is a dependent, enter the patient’s date of birth and last name. You may be presented with more than one option when searching. Verify the patient’s complete name, relationship and group information before selecting .

Please call InstaMed for support on this matter you can find that number in the resources section under the Hamburger Icon which is located in the upper left corner of the portal.

This may be a technical glitch that requires trouble shooting – please call in to the EDP line for support – or you can also submit an Lab Order Form its found in the hamburger Icon – under Laboratory Order Form follow the instruction on the form for the claim to be entered in the site for you.

To ensure that the patient’s benefits are reinstated.

Customer service

This depends on your current state legislation. You should your provider relations contact to verify.

We completely understand how frustrating this must be. We are aware of issues that some eye care professionals are facing when it comes to using the customer service call center to answer questions about the eyewear dispensing program and online portal.

We are working hard on immediate and effective solutions that, ultimately, help eye care professionals’ better access high quality eyewear. We are increasing staff at call centers, closely monitoring the performance of our network of eyewear labs and conducting portal trainings to make it easier for our eye care professionals to serve members.

We’re determined to work together to help remedy your customer service issues. If you need assistance with using the online portal, please reach out to the following email address with a detailed description of your questions, and we’ll work to respond with feedback and solutions as soon as possible. Be sure to include the name of your practice, office number and how best to reach out.
providerhelp@versanthealth.com.

For help with a specific order, please contact the laboratory servicing you.

Please contact Versant Health at 1 (877) 235-5316 if you are a Davis Vision ECP or 1 (877) 235-5317 if you are a Superior Vision ECP for lab registration fail process issues.

Please call the Superior Vision EDP line for support. We apologize if the hold time is long.

Other questions

Call EDP support to verify if the benefits are still valid, provide them with the eligibility number, and you ask them for support pushing that claim thru.

The lenses always come with scratch coating, you just need to specify if the patient is paying for the scratch protection warranty.

Please see the formulary by clicking here. It describes all tiers and options.

You can use the Davis Vision collection “yellow tag” frames for Superior Vision Medicaid patients. Superior Vision plans have a frame allowance and if they want a Davis Vision collection frame you would have to order it through Excel Advantage, for which there is a link on the portal dashboard.

Ancillary services are also called medical optometry services. Some Medicaid plans allow for payment of these services.

Yes it will follow depending on the state approval / coverage.

You can use any of the labs in our nationwide network. Their locations can be found here.

Medicaid patients need to choose from the frame collection unless your contract specifically states otherwise.

You should be able to check the claim status in the portal.

You can go to the InstaMed website at https://online.instamed.com/providers/Form/Account/Login, or call them at (866) 467-8263 for help setting up your portal.

The second pair order function has been working inconsistently. If a patient has two-pair benefits, and the portal will not allow you to order a second pair, you will need to call customer service.

The contact lens formulary list is on the portal.

You may contact the Essilor lab from which you are ordering and they will provide you with shipping labels.

We hear your frustrations loud and clear and are working hard on not just solving the issues at hand, but also avoiding them in the future and making changes that ensure your comfort in participating in our eyewear dispensing program We understand that trust is earned, and we are committed to earning yours. Please be patient with us during this challenging time.

You should call the lab from which you will place the order. The complete list of labs can be found here.

Yes, you can start with progressives and select the specific lens from the selections that are available in the portal.

You should be able to submit this by selecting lenses only. There is no need to submit anything for a patient supplied frame since no frame benefit is being used.

Yes, warranty is included on all orders.

Medicare orders are treated the same as commercial orders. However, all Medicaid orders go through the Newtown Square Lab.

Unfortunately not. Those are on the InstaMed portal. Go to their website to log in https://online.instamed.com/providers/Form/Account/Login, or call them at (866) 467-8263 for help.

Yes it is. It’s a non-integrated lab, or a partner lab, but it is in our nationwide lab network.

You need to register the labs you plan to use for commercial jobs prior to submitting your job or claim. If you are submitting for a Medicaid patient, the Versant Health Newtown Square lab should pre-populate.

It’s typically 55% of the member’s allowance.

Please see the formulary by clicking here. It describes all tiers and options.

S codes are not used for Davis Vision exams. They are used for Superior Vision exams.

This is more member specific, and depends on the specific member coverage. We see that most plans cover the contact lens fit if the member orders contact lenses. Review the eligible coverage. The contact lens fitting may be an out of pocket fee for the member if they order frames.

The modifier and codes are part of the additional resources in the portal – look in the hamburger icon in the upper left corner to access it.

Assuming you mean the resources section of the portal, day-to-day additions and revisions will not trigger notifications. However, major changes will trigger email communication to eye care professionals.