Atlanta Vision

Call Flow

1. 1

   Greeting & Contact Capture

   Inbound: "Thank you for choosing Atlanta Vision Institute, this is [YOUR NAME]. May I have your name, please?" → "Thank you, can I get the best number for you in case our call gets disconnected?" → "I'm so glad you called. Just so you know, this call is being recorded and we do use automated processes for quality assurance purposes. What made you reach out today?" Outbound: "This is [YOUR NAME] at Atlanta Vision Institute. May I please speak with [NAME]?" → "Hi [NAME]. I am calling because [you were referred to us / requested info from our website or social media]. Is now a good time to talk?" → "Great! Just so you know, this call is being recorded and we do use automated processes for quality assurance purposes."

   • Add all contacts — including true inbound — to GHL immediately.
   • If caller requests a callback, add their info to the Boost Callback Calendar and update the time zone to US/Eastern.
2. 2

   Identify Appointment Type

   • Ask what brings the caller in and map to one of the bookable types: LASIK / PRK / SMILE, EVO ICL, or Cataract / LaserOptix.
   • If the caller's need is anything other than vision correction or cataracts (e.g., general ophthalmology, routine eye exam), do NOT book — warm transfer to Main Office at (770) 622-2488. If no answer, complete the Transfer Form.
   • Atlanta Vision does NOT perform any type of general ophthalmology.
3. 3

   Emergency Screening

   • Before proceeding to qualifying questions, screen for emergencies using these four filters:
   • 1. Recent Procedure — had surgery within the last 2 weeks.
   • 2. Abnormal Symptoms — excess pain, unusual discharge, or severe light sensitivity beyond normal post-op.
   • 3. Urgent Vision Changes — severe eye pain, flashes of light, or sudden vision loss.
   • 4. Signs of Retinal Detachment — sudden onset of floaters, veil/curtain-like shadow over vision, or light flashes.
   • If any emergency indicator is present, gather: Full Name, Date of Birth, Phone Number, and Chief Complaint, then attempt to transfer to Dr. Farooq Ashraf at (404) 935-3937, then Amy Miles at (770) 906-3024. If no answer, submit Transfer Form marked URGENT. Document call details immediately.
4. 4

   Qualifying Questions

   • Q: May I ask your age? → Any age: OK to book; notate any concern.
   • Q: Are you currently pregnant or nursing? → Yes: OK to book; notate.
   • Q: Do you have any type of eye disease? → Yes: OK to book; notate.
   • Q: Do you have any type of eye infection? → No: OK to book. Yes: Do NOT book — transfer to Main Office.
   • Q: Have you had any previous eye surgeries? → No: OK to book. Yes, more than 6 months ago: OK to book; notate. Yes, within the past 6 months: Do NOT book — transfer to Main Office.
5. 5

   Educate & Set Expectations

   "Great, [CALLER NAME]! Let me pull up the schedule so we can find a good day for you to come in."

   • Refractive consult is FREE and lasts 1 hour (in-office preferred). Cataract/LaserOptix consult is billed to medical insurance (free if no insurance).
   • During the consult the patient will: meet the doctor, review eye and medical history, complete all necessary testing, receive dilation (advise to bring sunglasses — OK to book if patient prefers not to be dilated), review options, and get a personalized recommendation.
   • Instruct patient to stay out of contact lenses for a few days before the consult and to bring glasses and/or contact lens prescription.
   • Virtual consult (refractive and LaserOptix ONLY — LAST RESORT, no cataract): FREE, 30 minutes, done via phone call. An in-person consult will still be required to move forward with any procedure. Book in a normal consult slot and notate as virtual.
   • Virtual appointments are only available 4–5 PM weekdays.
   • Practice does NOT supply interpreters — patients must bring their own.
   • Do not proactively share cash-pay cataract pricing (~$7,000/eye); only discuss if asked.
6. 6

   Scheduling

   • Change the calendar time zone to US/EASTERN before offering time slots.
   • Select IN-OFFICE or Virtual (virtual available for refractive and LaserOptix only).
   • All refractive surgeries are performed at the Johns Creek location. Cataract procedures are at Northside Outpatient Hospital.
   • Add all contacts to GHL after booking.
7. 7

   Summarize & Recap

   • Recap appointment date, time, location, and provider (Dr. Farooq Ashraf — pronounced ASH-raff).
   • Inform caller that a general appointment confirmation will be sent via text.
   • Reiterate contact lens protocol (stay out of lenses a few days before the consult).
   • Advise caller to reach out if they need to cancel or reschedule.
8. 8

   The Commend Close

   • Reassure the caller, build confidence, and close with warmth and excitement about their upcoming visit.
   • Thank the caller for choosing Atlanta Vision Institute.