Amplifon Hearing Health Care Process & FAQ Guide Miracle-Ear Discount & Funded February 15, 2018
Table of Contents About Amplifon and Processes....... 2 Discount Plan.. 2 Funded Plan.... 3 Referrals...... 3 Overview of Referral & Sale Process.. 4 Ordering Hearing Aids/Earmolds & Manufacturers Bill-to Account Numbers.. 5 Payments. 6 Aftercare.. 7 Return & Exchanges.. 7 Exchange Process.... 8 Return Process.. 8 Loss & Damage Process.. 8 Manufacturer Loss & Damage Fees per Aid..... 8 Patient Benefits.. 9 Amplifon Lite... 9 Amplifon Contact Information... 9 1
Amplifon Provider Network Amplifon Hearing Health Care contracts and credentials independently owned hearing healthcare businesses and hearing care professionals to provide services and products to Amplifon members. The provider network includes licensed audiologists and hearing aid service centers. Written agreements are executed between Amplifon and the business owner of the site, participant, who agrees to provide hearing healthcare services and products to Amplifon member and comply with Amplifon program requirements. Participant agreements will be amended as necessary to comply with Federal and State laws and regulations. Q: Who has Amplifon Hearing Health Care? A: Amplifon contracts with insurance companies, employers, Third Party Administrators, and other organizations. However, anyone may qualify to use the Amplifon Universal Program and you may refer patients to Amplifon at any time. Simply enter the necessary information in Myamplifonusa.com Add Patient screen. When a patient is added, Amplifon is notified automatically and will verify insurance. The patient referral is available to process when approved. Refer to the Myamplifonusa.com Quick Guide for specific instruction. Q: Where can I find the most updated price guide? A: The recent price guide for Amplifon is associated with every patient in the Myamplifonusa.com system. Simply login with your credentials to www.myamplifonusa.com. Q: Where can I find the most updated Amplifon information/documents? A: Additional Amplifon information can be located by logging onto www.myamplifonusa.com. Click on the Resources tab. Q: What if my hearing aid pricing is lower? A: Per your contractual agreement with Amplifon, if your office offers the same hearing aid at a lower price than what is on the Amplifon price guide, please contact Amplifon client services at 1-800-920-4327. Discount Plan Q: What is a Discount Plan? A: A Amplifon plan where the patient is responsible for the 100% of the payment at time of service. Pricing is established by Amplifon for hearing aid charges. Hearing aid fees are paid directly to Amplifon. Q: Can I bill the patient s insurance for hearing aids under a discount plan? A: No. Amplifon requires payment in full when the hearing aids are fit. Amplifon will provide the patient with a receipt which they will submit to their insurance to be reimbursed for any hearing benefits they may be eligible for. 2
Funded Plan Q: What is a Funded Plan? A: An Amplifon plan where the third party will pay all or a portion of the services and/or hearing aids for the patient. The insurance verification can be found in the Amplifon Insurance section of the customer summary in the Myamplifonusa.com system. Two options for funded plans through Amplifon. 1) Amplifon will conduct billing for patient s funded portion to be paid. 2) Amplifon requires payment in full when the hearing aids are fit. Amplifon will provide the patient with a receipt which they will submit to their insurance to be reimbursed for any hearing benefits they may be eligible for. Referrals Q: How do I get referrals? A: Patients will contact their payer and will be referred to Amplifon. An Amplifon representative will enroll the patient into the Amplifon Program. If patient wants to schedule appointment at time of activation, PCA will transfer over to the clinic, if not, the patient will appear on the clinics Sycle Call Back list. You can access the patient s information by logging into the Myamplifonusa.com system to view the referral. Q: How long is the PO# valid for a patient? A: As long as there is not a sale associated with the PO#, the PO# in the Myamplifonusa.com system is still valid. Q: What do I do when I receive a referral notification email? A: Usually, Amplifon will transfer the patient immediately to schedule an appointment with your clinic. If you do not have an appointment scheduled for the patient, please contact the patient to schedule an appointment. You may find the patient s information by simply logging into www.myamplifonusa.com. Q: Is the patient referred to multiple locations in their area? A: When a referral is established for a patient through the Amplifon program, the patient is directed to only one location for services to be rendered. The patient may call Amplifon back to change their location at anytime. Q: What is the procedure for scheduling testing appointments for the patients? A: Patients are either transferred to your office to schedule an appointment or instructed to contact your office when their letter is received in the mail. However, we encourage providers to contact the patients to assist with the scheduling process. Please contact Amplifon Client Services at 1-800-920-4327 if you don t see the patient listed on your Myamplifonusa.com dashboard within 24 hours of scheduling the appointment. 3
Overview of Referral & Sales Process Step 1 Patient contacts Amplifon and the Patient Care Advocate will explain the Amplifon Program and find a location in their area. The Patient Care Advocate will enter the patient s information into the Myamplifonusa.com system. Step 2 Provider logs into www.myamplifonusa.com and accesses the Dashboard to view referrals. View new referrals in the Referral Preview section or by clicking on the Referrals tab Step 3 Step 4 Step 5 Provider calls the Amplifon patient to make an appointment. Patient comes in for appointment and hearing aids are recommended. Provider logs into the Myamplifonusa.com Dashboard and locates the patient listed on the Referrals List to complete the outcome of the appointment. Step 6 Provider orders hearing aids directly on MyMemsi.com. At check out (Select 3 rd Party Biller) Billing the Amplifon bill-to account and shipping to your clinic. A purchase order number (PO#) is required to place the order. Step 7 Provider receives the hearing aids from the manufacturer, enters them into step 2 of the Myamplifonusa.com system and makes an appointment for fitting. Step 8 Patient has been fit with hearing aids. Collect payment from patient. Complete step 3 (Confirm and Pay) in the Myamplifonusa.com system. Please note: If patient pays with credit card or E-check, you may process the payment in step 3 of the Myamplifonusa.com system. Step 9 Step 10 Once hearing aids and payment is entered, Print the Receipt of Delivery in step 4 of the Myamplifonusa.com system. Provider and Patient sign the Receipt of Delivery. Step 11 Provider will fax the completed Receipt of Delivery with manufacturer packing slip to 1-888-844-5713. If patient paid by check, mail check to Amplifon along with copy of ROD. Please note that you will still need to access your Sycle system to log data, the Amplifon Lite system doesn t commuicate with your Sycle. Please see your franchise administrator for process. 4
Ordering Hearing Aids/Earmolds Q: How do I order hearing aids/earmolds? A: Order the hearing aid(s) / earmold(s) directly on MyMemsi.com (Select 3 rd Party Biller) Billing the Amplifon bill-to account and shipping to your clinic. A purchase order number (PO#) is required to place the order. This number is located in the Myamplifonusa.com Dashboard. Product Amplifon TIER Product Options Amplifon ME5500 GENIUS 3.0 $ 2,595 PREMIER GENIUSlink $ 189 ME5400 LI $ 2,595 PREMIER GENIUSlink NECKLOOP $ 25 ME5400 GENIUS 2.0 $ 2,595 PREMIER GENIUSlink POWER ADAPTER $ 17 BLUETOOTH TRANSMITTER $ 75 ME4500 GENIUS 3.0 $ 2,295 SIGNATURE LI RIC CHARGER $ 108 ME4400 LI $ 2,295 SIGNATURE 13 & 312 CHARGER $ 125 ME4400 GENIUS 2.0 $ 2,295 SIGNATURE MINI MEBLUCONNECT $ 350 PEN REMOTE $ 245 ME3500 GENIUS 3.0 $ 2,095 ADVANTAGE AUDIO CLIP $ 230 ME3400 GENIUS 2.0 $ 2,095 ADVANTAGE TV STREAMER $ 100 ME3400 LI $ 2,095 ADVANTAGE GO REMOTE $ 115 MIRACLE EAR DMIC $ 100 ME2400 $ 1,795 PLUS ME CONTROL $ 170 TV TRANSMITTER $ 107 AUDIOTONE PRO $ 995 ECONOMY HP RECEIVER $ 108 CROS/BICROS TRANSMITTER $ 1,400 CROS/BICROS Manufacturer Phone Number Bill-to Number Memsi 1.800.314.2694 CM7135 Emtech Laboratories 1.800.336.5719 32243 Great Lakes Earmold 1.800.842.8184 HearPO Precision Laboratories 1.800.327.4792 55446K Special instructions for earmold orders: Earmolds are included in the price of BTE products. Only standard shipping (First Class Mail) is authorized with the earmold order from Emtech, Great Lakes Earmold or Precision Laboratories. Earmold orders through Memsi can be ordered with original hearing aid orders only and with standard manufacturer shipping methods (i.e. fed ex). All orders Amplifon Hearing Health Care Hearing Aid orders must be placed through MyMemsi. 5
Payments Q: What do I need to do when the patient picks up their hearing aids? A: On the day of the hearing aid fitting, follow the steps in the Myamplifonusa.com Quick Guide to enter the sale in the Myamplifonusa.com system. All payments for hearing aids are due at the time of fitting. Q: Who does the patient pay at the time of fitting? A: Amplifon, All payments for hearing aids are due at the time of fitting. Credit card payments may be processed in step 3 of the Amplifon Lite system (for help, please refer to the Myamplifonusa.com Quick Guide). Q: What are the patient s payment options? A: Patients can pay in the following ways: Credit Card (Visa, MasterCard, Discover, AMEX) Enter in Myamplifonusa.com Step 3: Confirm & Pay screen E-Check Enter in Myamplifonusa.com Step3: Confirm & Pay screen. Check Made out to and mailed to Amplifon Hearing Health Care Money Order or Cashier s check Made out to and mailed to Amplifon Hearing Health Care CareCredit (6 and 12 month no interest) print and complete the form in Myamplifonusa.com Step 3: Confirm & Pay screen. Fax the form to Amplifon Hearing Health Care with all other paperwork Q: What are the financing options Amplifon offers? A: Amplifon works with CareCredit. Amplifon offers a 6 or 12 month interest free options as well as a 24, 36 or 48 month extended finance option at 14.9% interest. You may contact Amplifon Client Services at 1-800-920-4327 to obtain a financing application prior to the fitting of the hearing aid. Please refer to the application for complete rules and guidelines. If the patient is paying with CareCredit, select the CareCredit option in the Payment screen (located in step 3 of Myamplifonusa.com system) and print off the CareCredit form. Fax this form with the completed and signed Receipt of Delivery to Amplifon to the number listed at the bottom of the form. If payment is by check, print the Receipt of Delivery Form (located in step 4 of Myamplifonusa.com system) and mail the check with a copy of the Receipt of Delivery Form to: Amplifon Hearing Health Care 5000 Cheshire Parkway North Plymouth, MN 55446 Checks are made out to Amplifon Hearing Health Care 6
Aftercare Miracle Ear standard aftercare service package is provided to patients who utilize and are fit with a hearing aid(s) under the Amplifon Program with no set number of appointments specified. Q: Do I need to request a new PO# for hearing aid options such as a remote? A: Yes. For every new order, please request a new PO#. Please contact Amplifon Client Services at 1-800- 920-4327. Q: If the patient didn t order an earmold with the initial order, do they have to pay for them? A: No. The first set of earmolds are free of charge to the patient. Q: Can a patient purchase only earmolds through Amplifon? A: Yes. Earmolds are $45/ear for Amplifon. Return & Exchanges **All exchanges and returns must be completed within the 60 day trial period. ** Q: How do I enter a Return or an Exchange? A: Returns and Exchanges can be initiated in Myamplifonusa.com. Please refer to the Return & Exchange Quick Guide (listed under the resources tab) for full instructions on how to process a return or an exchange. Q: When am I required to fill out a hard copy of the return/exchange form? A: The return/exchange form is required to be filled out for any of the following: If you are not using the Myamplifonusa.com System If you are requesting a return or exchange after the trial period has ended (prior authorization from Amplifon Hearing Health Care required) Q: Where do I locate the return/exchange form? A: The return/exchange form can be located in the Myamplifonusa.com Dashboard, by clicking on the Resources tab, or contact Amplifon for a copy. 7
Exchange Process Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 All exchanges must be completed within the 60-day trial period Complete the Amplifon exchange process in Myamplifonusa.com. Enter the new product in Myamplifonusa.com Return the hearing aid(s) to the manufacturer using their return form. Order new product from manufacturer using Amplifon's account number and the PO# from the new Receipt of Delivery form. When the new product is fit, forward the completed Receipt of Delivery form to Amplifon. Provider reimbursement will be forwarded within 60 days of the new fit date. Return Process Step 1 Step 2 Step 3 Step 4 All returns must be completed within the 60-day trial period Initiate the Amplifon Return in Myamplifonusa.com Return the hearing aid(s) to the manufacturer using their return form. Provider reimbursement is not paid on returned products. If provider reimbursement has been paid, this must be returned to Amplifon within 30 days of patient returning the hearing aid(s) to providers office. Loss & Damage Warranty Process To replace a hearing aid under the loss and damage warranty, the following steps are to be completed. This transaction is handled directly between the patient and the provider s office at the set deductible amount. The only exception to this process is when a hearing aid is lost for a Workers Compensation claimant. In these instances, contact Amplifon s Workers Compensation Division at 1.888.319.9206 for modified process. Step 1 Verify with the manufacturer if the warranty is still in effect. Step 2 Step 3 Step 4 Step 5 Earmold Complete the manufacturer s paperwork utilizing clinics bill-to account number and ship-to account number. Send to the manufacturer to obtain a replacement hearing aid under the loss and damage warranty. Patient pays your office the Amplifon deductible amount. See below for amounts Payment is retained within your office. Inform patient that the L & D has been utilized and any future loss is their responsibility. Replacement earmolds are charged at $45 each and billed through your account. Payment is collected from patient and retained in your office. Loss & Damage Fee s per Aid Loss & Damage Options Amplifon per aid LOSS/DAMAGE DEDUCTIBLE (ME-1) $ 325 LOSS/DAMAGE DEDUCTIBLE (ME-2) $ 300 LOSS/DAMAGE DEDUCTIBLE (ME-3) $ 235 LOSS/DAMAGE DEDUCTIBLE (ME-4) (ME200) $ 175 8
Patient Benefits Hearing aid low price guarantee No return/restocking fees Risk-free 60-day trial period Professional follow-up care 3-year loss & damage 3-year warranty 2-year supply of free batteries 12-month 0% financing with Care Credit Myamplifonusa.com The Myamplifonusa.com system was created to give you easy access to view Amplifon referrals, create appointments and enter hearing aid sales for patients referred to your location. Myamplifonusa.com is intended for use by all of our Amplifon provider partners. We are very excited with how easily Myamplifonusa.com will make it for you to be able to manage your Amplifon Referrals, while giving you the transparency of all referral activities through a glance of the dashboard. You will even see a detailed summary of processed sales! Amplifon Contact Information Corporate Office Address 5000 Cheshire Parkway North Plymouth, MN 55446 Provider Resources Phone: 1.800.920.4327 Email: clientservices@amplifon.com Main Fax: 651.925.0051 Credentialing Department Phone: 1.800.862.9381 Email: credentialing@amplifon.com Main Fax: 877.853.3010 Secondary Fax: 763.268.4017 Billing Department Phone: 1.888.602.9161 Email: amplifonbilling@amplifon.com Days and Hours of Operation Monday to Friday 7am 7pm Central Time Patient Resources Phone: 1.844.267.5436 Email: clientservices@amplifon.com Secondary Fax: 763.268.4210 Workers Compensation Phone: 1.888.319.9206 Email: workcomp@amplifon.com Fax: 651.925.0219 Batteries Phone: 1.877.203.0683 Email: batteries.batteries@amplifon.com For complete details, refer to the Amplifon Provider Resource Manual at www.amplifonusa.com listed under the For Providers link. For additional questions, please contact Amplifon at: 1.800.920.4327 or cases@amplifon.com 9