Business Continuity Plan
We’ve established emergency recovery plans that’ll go into effect immediately in the unlikely event our corporate office experiences a major disaster, such as a flood or earthquake. Follow the guidelines below in the event of a disaster.
Affected Support Services
Major disasters could impact these authorization support systems:
- Electronic claim submission system
- Interactive Voice Response (IVR) system
Procedures to Follow During a Major Disaster
Please follow these guidelines if a disaster impacts our corporate office:
- Call VSP at 800.615.1883 and follow the recorded instructions. We’ll update them as needed.
- For procedural questions, check the appropriate section in this manual.
- Modified Authorizations—If the greeting instructs you to give “modified authorizations,” please follow this procedure:
- Provide exam services to your patient. Explain that VSP’s experiencing a business interruption and you can’t obtain an authorization for services. Tell your patient that, unless you receive full authorization, they may have out-of-pocket expenses that you can’t confirm until later.
- Have your patient sign a Patient Responsibility Statement. You can find an electronic copy under the Patient Education area in the Administration section on VSPOnline at eyefinity.com. Collect deductibles (if known).
- Materials should be held until you are able to confirm eligibility and benefit information. Obtain the authorization and notify the patient of any out-of-pocket expenses incurred upon confirmation of coverage and prior to ordering materials.
- When systems become available for obtaining authorizations, you may submit the exam and materials using the original date of service through eClaim using the backdated authorization process.
Note:
Follow this process to get authorizations during our recovery phase only. Please use the electronic claim submission system when it becomes available for you to get authorizations.