FAQs ACUVUE® brand products | J&J Vision Professional

Question 1

When I register, I am being asked for my account number. Why?

Accepted Answer

Your account number allows us to know which practice or organization you are associated with. It also provides more detailed information regarding your practice, such as ordering-specific information that can help us provide better service to you.

Question 2

Where can I find my account number?

Accepted Answer

Your Johnson & Johnson Vision Care account number is a 7-10 digit number that can be found on your last invoice or by calling your sales representative.For Surgical Vision customers, your account number can be found on your contract paperwork. Your local Johnson & Johnson Surgical Vision representative can also provide this information to you.

Question 3

Who is the site administrator for my practice?

Accepted Answer

The site administrator has access to all information on the site and can approve staff as they link to your specific practice or organization. There are three ways to become a site administrator:The primary account contact that owns the account will always have site administration privilegesIf a staff member is the first to link to an account number, they will be provided site administration privilegesAnyone can be provided site administration capabilities via the permission settings by a current site administrator

Question 4

Why do I need to include my NPI number and how will this information be used?

Accepted Answer

Your NPI number is being used as a unique identifier to eliminate duplicate accounts. We want to ensure you receive the right information based on the products you use and ensure you gain access to the right training modules for equipment certification. Your NPI number will not be used for anything else.

Question 5

Why do I need to provide an account number or product serial number during the registration process? [Surgical Vision Registrants only]

Accepted Answer

This information is used to verify your partnership with Johnson & Johnson Surgical Vision and ensure you gain access to the right marketing resources and equipment training modules for certification.

Question 6

Where can I find my serial number? [Surgical Vision Registrants only]

Accepted Answer

Your surgical equipment serial number(s) can be found on the physical system or in your contract paperwork. Your Application Support Manager or Field Service Representative will be able to assist you with finding the exact location. If you are using another center’s laser, call the center and ask for the serial number.

Question 7

What is JNJVISIONPRO?

Accepted Answer

JNJVISIONPRO is one robust information hub for all Eye Care Professionals. It is the integration of sales, marketing, promotional and educational materials in one place for both Vision Care and Surgical Vision practices.

Question 8

Why do I need to use JNJVISIONPRO?

Accepted Answer

You will use JNJVISIONPRO to access exclusive content, including: patient resources, training materials for all Eye Care Professionals and access ACUVUE® direct ordering.

Question 9

How can I add a staff member to my account on the website?

Accepted Answer

The site administrator can add staff to the practice and provide privileges for things such as ordering. Visit the “My Practice” or “My Organization” section and select “My Team.” There you can manage all members associated with your practice.

Question 10

How can permission levels be set?

Accepted Answer

If you are the site administrator, you can set permissions in the “My Practice” or “My Organization” section. Simply select “My Team” and click on the icon next to the person’s name you would like to set permissions for.

Question 11

What can the site administrator do on the site?

Accepted Answer

The site administrator has full access to the site which includes approving requests to be connected to the practice and access to full ordering privileges or rebate information if the practice has these abilities.

Question 12

I work in multiple practices. How can I be tied to all of my practices?

Accepted Answer

When you register, enter your account number for any one of the practices. Once registered on the site, you can visit “My Practice” and link additional practices. You can also switch between the accounts once you are linked.

Question 13

I was asked: “I agree that the person in charge of my practice has access to my training list.” What does this mean?

Accepted Answer

By answering this question, you allow your practice’s site administrator to see which trainings you have taken or are currently taking.

Question 14

How do I make changes to my profile (eg. change my role from resident to surgeon) or add a new product?

Accepted Answer

You can make changes to your profile on JNJVISIONPRO by clicking on the person icon in the top navigation bar and selecting “Edit Profile”. Here are a couple of important items to remember:For Surgical Vision users, user roles can only be changed by the site administrator, please use the Contact Us link to request this changeChanges to your profile can affect your listing on the doctor locatorFor Surgical Vision users, if you add a new product to your profile, you will need the serial number for surgical equipment or your account number for IOL products. Once verified you will gain access to the resources and certification modules.

Question 15

What is “Find an Eye Doctor Map”?

Accepted Answer

On our patient facing sites, clearvisionforyou.com and acuvue.com, consumers can look up and find eye care professionals located near them. By adding your practice information on JNJVISIONPRO in the “Find an Eye Doctor Map” form, your information will be placed on the respective consumer website for patients to find you. Each consumer site has additional requirements that may need to be met to be listed on the doctor locator maps.

Question 16

How do I reset my password?

Accepted Answer

Passwords can be automatically reset by clicking on “Forgot Password?” on the login page. It is important to note that the site administrator can no longer reset passwords. This is because we want to protect your information.If you are able to log in to your account, you may change your password in your Profile. Click on the person icon in the navigation bar and select Change Password.

Question 17

Where do I find all the promotional and patient materials that were available on the Resources webpage?

Accepted Answer

A few promotional & educational materials can be found on the site prior to logging in. To access and download all the practice, marketing and patient education materials you will need to log into your JNJVISIONPRO user account. Promotional materials will be displayed based on your technology and procedure offerings.

Question 18

Is there training available for staff?

Accepted Answer

Yes, there is!For eye care practices, we provide a variety of courses to help bring new or existing staff members up to speed in the eye care category, including the capability to assign specific training courses to your team. Visit the Learning section of the website to see what is available – log in may be required to see all of the courses we offer.

Question 19

Does Johnson & Johnson offer online CE Credits?

Accepted Answer

We do not currently offer continuing education credits. But through the Johnson & Johnson Institute students, practicing Optometrists or staff can gain skills and knowledge to help them advance in the field of Optometry. To learn more, visit the Johnson & Johnson Institute page.

Question 20

What lens care solution should I recommend to my patients who wear ACUVUE® contact lenses?

Accepted Answer

We do not recommend any specific lens care solution for use with our products. Any US Food & Drug Administration (FDA) cleared soft contact lens solution can be used with a soft ACUVUE contact lens. Please use your best clinical judgement in prescribing lens care solutions for your patients.

Question 21

How do I order contact lenses from Johnson & Johnson?

Accepted Answer

To open an ordering account, please visit the following online form, or you can call Customer Service at 1-800-874-5278, Monday through Friday 8 am to 9 pm EST.

Question 22

Can I pay with a credit card?

Accepted Answer

Yes, Vision Care customers can pay statements or invoices with a credit card or e-check.

Question 23

Who do I contact if I have billing questions?

Accepted Answer

For all questions regarding your statement or invoice, please call Billing at 1-800-876-6610, Monday through Friday 8 am to 5 pm EST. If it is past regular business hours, you may contact Customer Service at 1-800-874-5278, Monday through Friday 8 am to 9 pm EST.

Question 24

Can I return unopened contact lenses?

Accepted Answer

Johnson & Johnson accepts and credits original purchases of returned product provided the unused product is received in its original and unopened package. Please review our Return Policy for more details.

Question 25

I’m a new customer utilizing Johnson & Johnson's Laser Cataract System. How do I complete my  registration and get my certification to operate the system?

Accepted Answer

You should include your Laser equipment's serial number to complete your registration. Your Application Support Manager will work with our Medical Affairs certification team to ensure the appropriate modules are made available to you. You will receive an email from us as soon as your account is updated so that you can begin your certification.

Question 26

How do I order products from Johnson & Johnson?

Accepted Answer

To order Surgical Vision Products, please visit usvision.jjcustomerconnect.com and register to become a member. For more information, please visit us-vision.jjcustomerconnect.com or contact Customer Service at 1-877-266-4543. Once registration is complete, an email is sent that contains your log in username and a temporary password. Go to us-vision.jjcustomerconnect.com. Type your username and password then click Log In.You are taken to the home page with the following information displayed:Check Product CatalogPlace OrdersRecent OrdersReturn lensManage InventoryFind tracking information View InvoicesSubmit Product ConcernsFor all questions about your statements or invoices, please call Billing at 1-877-266-4543 Monday -Friday 8 am – 9 pm EST

Question 27

Can I return unused product(s)?

Accepted Answer

For more information on unused product returns please visit the Johnson & Johnson Surgical Vision Ordering Center at: us-vision.jjcustomerconnect.com

Question 28

What lens care solution should I recommend to my patients who wear Abiliti™ Overnight lenses?

Accepted Answer

Abiliti™ Overnight lenses, like other orthokeratology lenses, require special chemical disinfection solutions that are different from those used with other types of contact lenses. Some solutions may have more than one function, which will be indicated on the label. Lubricating and re-wetting solution should be used when inserting lenses at night, or when the lenses or eyes feel dry and uncomfortable.Protein deposits cause irritation and discomfort, requiring a special protein remover.

Question 29

How do I begin fitting Abiliti™ Overnight?

Accepted Answer

In order to begin fitting Abiliti™ Overnight, please complete this form indicating your interest. An Abiliti™ clinical sales consultant will be in touch. (LINKS TO MYOPIA ECP LEAD GEN PAGE ON JJVPRO)

Question 30

Is there myopia management training available for myself and my staff?

Accepted Answer

Yes, we offer exclusive training modules in partnership with Myopia Profile that you and your staff can complete. You will automatically receive access once you have been in touch with an Abiliti™ clinical sales consultant. Your JJVPro account dashboard will be updated with a link to the Myopia Profile modules.

Question 31

How do I order Abiliti™ Overnight lenses?

Accepted Answer

Abiliti™ Overnight lenses are fitted and ordered using the experiential fitting software. An Abiliti™ Clinical Sales Consultant will provide access to the software once you’ve received your training certification. Your JJVPro account dashboard will be updated with a link to the FitAbiliti™ software.

Question 32

How do I add my practice to the “Find a Myopia Specialist” locator for patients?

Accepted Answer

Once you’ve been enrolled as a myopia management ECP, completed training, and have the FitAbiliti™ software installed, you will be automatically added to the Find A Myopia Specialist locator. If you need to update your address information on that locator, reach out to your Abiliti™ clinical sales consultant for assistance.

Question 33

Who do I contact if I have billing questions on Abiliti™ Overnight?

Accepted Answer

For all questions regarding your statement or invoice for Abiliti™ Overnight, please call 1-800-874-5278, Option 6, and select 1 for the prompt Lens Fitting Assistance

Question 34

What is the warranty policy for Abiliti™ Overnight lenses?

Accepted Answer

We have a 90-day warranty policy that covers broken, scratched and any refits needed within the first 90 days. You may contact your Abiliti™ clinical sales consultant if a warranty submission is needed.

Frequently Asked Questions

Registration

Website

Professional Education

ACUVUE^® Contact Lenses

Surgical Vision

Myopia Management