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Applying Patient Insurance

Otto supports insurance at two points in the order process: before the patient places their order, or after. Both workflows allow you to apply a coverage amount and ensure the patient is only charged the remaining balance.

Before Order Submission

The patient wants to use insurance before placing their order. At this point, you are essentially just quoting them for the amount.

  1. In Otto, use the Send Order Link feature
  2. Select the patient and choose the product
  3. Click "Insurance" and enter the amount to be covered
  4. Send the link — the insurance amount will be automatically deducted from the patient's total at checkout

The patient will see this message when checking out: "Insurance benefits will be checked and actual coverage may differ from the amount shown here. You will be responsible for paying the difference."

Whenever an order link includes an insurance amount, the order will require your approval before processing. Once the patient submits the order, Otto flags it for review so you can verify the coverage before their card is charged. If the amount differs, simply update it in Otto and then process the order.

After Order Submission

The patient already submitted their order but it has not yet been processed, and is now requesting to use insurance.

  1. Run the insurance
  2. Open the order in Otto and scroll to the bottom (Payment Details section)
  3. Enter the amount in the "Insurance Amount" field
  4. Click "Process Order" — the patient will only be charged the difference

This is especially useful for first-time orders, as payments aren't automatically processed until reviewed.

 

📌 Important Notes to Keep in Mind

  • Insurance is not visible to patients by default. It only appears if you manually add an insurance amount when creating a lens quote or order link. If your clinic doesn't use this feature, no action is needed.
  • All orders sent with an insurance amount require manual approval. Otto will flag the order for review before the patient's card is charged. You will see a big red banner at the top of the order, ensuring you are aware.
  • Coverage amounts can be updated before processing. If the actual insurance coverage differs from what was entered, update the amount in Otto before clicking "Process Order."