A THRIVING CONTACT LENS practice relies on more than educating eyecare practitioners and technical staff—it requires the support of the entire team, including the often-overlooked front desk. As the first and last point of contact for patients, front desk staff are uniquely positioned to shape perceptions and drive interest in contact lenses.
Research from the Contact Lens Institute (CLI) reveals a significant missed opportunity. Nearly half (47.8%) of glasses wearers who have never tried contact lenses express strong interest, yet only 10.5% recall their practitioner recommending them (CLI, 2024). The rates drop even further for exam staff (6%), optical staff (3%), and administrative staff (2%) (CLI, 2024). These numbers underscore the untapped potential of empowering front desk teams to engage patients in meaningful conversations about contact lenses.
Equipping the front desk team with the tools and confidence to start these conversations can bridge this gap and unlock real growth for a practice.
Practical Ways Front Desk Staff Can Contribute
1. Engaging patients early The contact lens conversation doesn’t have to wait until the exam room—it can start at the front desk. Train your staff to plant the seed of curiosity during appointment scheduling or check-in. A simple question like “Would you like to learn about contact lenses during your visit today?” can open the door to a meaningful discussion.
Providing scripts or key talking points can give your front desk team the confidence to initiate these conversations. These points might include the convenience of contact lenses for specific lifestyles and the availability of trial lenses for those curious enough to give them a try.
2. Identifying and flagging candidates Front desk staff can help identify potential contact lens candidates simply by listening to patients during check-in or scheduling. Patients who mention frustration with glasses or who lead active lifestyles, such as athletes or busy parents, might be interested in trying contact lenses.
Your front desk team can be trained to flag these patients for further discussion with the practitioner or technician. For instance, they could add a note in the patient’s chart or mention their observations directly to the clinical team. This ensures that no opportunity to introduce contact lenses is missed.
3. Strengthening the follow-up process Patients often need time to consider their options after the initial recommendation. This is where your front desk team can shine. They can take the lead on follow-up calls or messages to patients who expressed interest in contact lenses but didn’t move forward during their visit.
A friendly reminder such as “We noticed you were interested in trying contact lenses. Would you like us to schedule a fitting for you?” shows patients that your practice cares about their needs and is ready to support them. This proactive approach can significantly boost conversion rates and patient satisfaction.
The eyecare practice’s front desk team is more than a scheduling and check-in hub; it’s an untapped resource for growing your contact lens practice. By empowering front desk staff to engage patients early, promote opportunities, identify candidates, and follow up effectively, practices can create a seamless experience that encourages patients to explore contact lenses.
References
- See Tomorrow Beyond Vision. Contact Lens Institute. Published 2024. Accessed February 17, 2025. contactlensinstitute.org/resources/see-tomorrow-beyond-vision
