Monday, January 19, 2026
8:00 – 8:50 am | Troubleshooting Techniques: Saving the Redo and Satisfying the Patient | Mary Lou and Scott Cote
Remakes and dissatisfied patients can drain time, resources, and morale. This session blends technical expertise with leadership strategies to equip staff with the tools they need to resolve issues efficiently and confidently. From identifying root causes of common problems to coaching staff through difficult conversations, participants will leave with practical approaches for creating positive outcomes for both patients and the practice.
10-Minute Break
9:00 – 9:50 am | Contact Lens Patient Management for the Team | Dr. April Jasper
We will review ways to improve our processes to create a better experience for our patients. Within this course we will review the role of technology in this process as well as ways to improve capture rate and education of patients. At the conclusion of this course, we will leave the optometric team with a better understanding of how to seamlessly work with our patients to provide great vision and outstanding satisfaction with the team.
10-Minute Break
10:00 – 10:50 am | Creating Perceived Value | Dr. Lauren Fereday
Value perception is comprised of five levers which drive the worth consumers assign to products and services. By recognizing and maximizing each lever, the practitioner can increase the perceived value of her/his practice, thereby increasing patient compliance to professional recommendations and patient loyalty to the practice.
Tuesday, January 20, 2026
8:00 – 8:50 am | Managing Patient Issues | Dr. Lauren Fereday
Patients are in our office daily, but how many of them never come back? What about the office drives them to that decision? Sometimes they come back but we feel like they are being difficult on purpose. There are ways to address these issues and be able to turn a dissatisfied customer into a lifelong patient.
10-Minute Break
9:00 – 9:50 am | Clinical Efficiency & Team Integration | Mary Lou and Scott Cote
Efficient patient flow and cohesive teamwork are critical to both patient satisfaction and practice productivity. This session combines business leadership with practical clinical strategies to help teams operate at their best. Participants will learn how to anticipate OD needs, respect scope of practice boundaries, and keep patient flow moving smoothly — while also developing communication and coaching skills that improve staff confidence, reduce stress, and build a stronger patient-first culture.
10-Minute Break
10:00 – 10:50 am | Optical Patient Management for the Team | Dr. April Jasper
In most Optometry practices 40% to 50% of their gross revenue is eyeglass sales. Patients say the reason they go to their optometrist is to purchase glasses. When evaluating the revenue split for a pair of glasses, the frame and the lenses are typically each 50% of that total revenue. Effective management of the patient management from the examination to the purchase of their eyewear can have a tremendous impact on the finances of the practice. There are best practices that should be adopted by the team from the making of patient appointments through examination and then the selection of frame and lens, ordering of the lenses and the dispensing of eyewear to create a lifechanging experience for the patient. In this course we will evaluate best practices in the areas of each focusing on the role of the team in each.
Wednesday, January 21, 2026
8:00 – 8:50 am | Dry Eye Patient Management for the Team | Dr. April Jasper
In this course we will discuss the impact of dry eye disease in our patient population and steps we can take to be certain we never fail to diagnose and initiate treatment in our patients. We will review best practices in starting the first treatment, adding on treatments including procedures and prescriptions when needed and when and how to refer. We will review patient education options and the importance of and role of technology in the diagnosis, treatment and management. At the conclusion of this course we will leave the optometric team with a better understanding of how to seamlessly incorporate screening, diagnosis and care into our practice for the best outcomes for our patients.
10-Minute Break
9:00 – 9:50 am | Demystifying Myopia Management with Essilor Stellest: From Science to Chairside Success | Dr. Lauren Fereday
Myopia is one of the fastest-growing vision concerns globally, with significant long-term implications for ocular health. This course will provide opticians and optical staff with the knowledge and confidence to support the optometrist in managing myopia with Essilor Stellest lenses. Participants will explore the science behind Essilor Stellest technology, learn how to communicate its value to patients and parents, and gain practical strategies for fitting, follow-up, and price discussions. Staff will leave empowered to be an extension of the optometrist’s care team, ensuring better patient outcomes through effective myopia management.
10-Minute Break
10:00 – 10:50 am | From Hiring to Onboarding: Building and Retaining Para-Optometric Teams | Mary Lou and Scott Cote
High turnover and inconsistent training are two of the biggest challenges in eye care practices today. This session provides a complete roadmap—starting with how to identify and hire quality applicants, then moving through onboarding strategies that build confidence, consistency, and long-term retention. We’ll also address how to engage staff in the hiring process, and how to manage difficult conversations and expectations during those critical first months.
*Courses are subject to change