Frequently Asked Questions

Videos help, but they can’t answer a patient’s questions or ease their specific worries. A 2020 Duke Eye Center study found that pre-visit videos did not significantly save time or increase ATIOL conversions.

Many of our partner practices keep their videos and add Navigate’s live, one-on-one education, and some have seen greater ATIOL adoption within six months. With navigateOS, patients also get their own Education Hub, so they can review their options again after the conversation, on their own time.

Our education is built on real-time, one-on-one conversation, not one-way videos or email blasts. Every patient talks with a trained navigator, or with Navi if your practice turns her on, and we customize the talk track to support your existing process. After the conversation, navigateOS gives patients access to the Education Hub so they can revisit the options their surgeon offers before the consult.

We do not send any educational information through one-way communication like video or email, but we can help increase compliance with your existing education process by customizing our talk-track to your practice’s needs.

Navigate does not replace these roles. It makes them more effective. Patients who are educated before the visit arrive with fewer basic questions, which lightens the load on your team without new hires. The extra time to consider their options also shortens evaluations and supports ATIOL adoption.

With navigateOS, your counselors also see a Conversation Summary of each patient’s goals and concerns in the chart before the visit. If you’d like your own staff to make the pre-visit calls, navigateOS supports that too, with in-call coaching and post-call quality review.

No. Our calls are purely educational. Navigators tell patients up front that they aren’t leading toward a specific outcome, lens technology, or manufacturer, and that their surgeon will determine which options they’re a candidate for. Navigate is independent by design: we don’t make IOLs, and we don’t sell them. The same rules apply to every conversation in navigateOS, whether a human navigator or Navi is on the call.

The three main areas that Navigate partner practices see results include premium adoption growth, time savings for cataract evaluations, and reduction in cancellations and no-shows. For the most up-to-date results and client testimonials, you can visit our results page.

Conversion is one reason practices partner with Navigate, but it isn’t the only one. High-converting practices often get there by spending extra time educating patients during the visit. That can put the clinic behind schedule and limit how many patients you see each day. Navigate moves that education ahead of the visit. navigateOS also shows you surgical capture and ATIOL adoption by surgeon, so you can see where a strong overall rate is hiding room to grow.

None. When Navigate’s team makes the calls, there’s no software to install, no training, and no workflow disruption, and most practices are live within about 21 days. navigateOS builds its call list from your existing schedule. If your practice chooses to make some or all of the calls itself, your staff make them on navigateOS, with the same coaching, quality review, and outcome data our navigators use.

Yes. Your assigned navigators access your system remotely through a secure access point, the same way a remote employee would. navigateOS builds call lists from your schedule and writes each patient’s Conversation Summary directly into your EMR, where supported.

No training is required when Navigate makes the calls. Your team decides where the education narrative should appear in the EMR, and we handle the rest. If your practice chooses to run some or all of the calls with its own staff on navigateOS, your team gets the same AI-assisted in-call coaching and post-call quality review our navigators get. That way every conversation meets the same standard.

Yes. We can educate patients for one surgeon, several, or any combination. navigateOS lets you split coverage by provider, service line, or time of day and change it whenever you like. The Metrics Dashboard shows that surgeon’s results against their own baseline, so you can see exactly what’s changing.

During onboarding, we learn each surgeon’s preferences and build a personalized talk track for each one, so patients arrive informed about the options their own surgeon offers. With navigateOS, every conversation follows each surgeon’s preferences, whether a navigator, your staff, or Navi is on the call. Afterward, patients can review those same options again in their own Education Hub, on their own time.