Check-In & Check-Out

Create a positive first impression with a warm, professional greeting:

• Make eye contact and smile
• Use a friendly, welcoming tone
• Greet with "Good morning/afternoon, welcome to Advantage Healthcare Systems"
• Ask "How may I help you today?" or "Do you have an appointment with us today?"
• If the waiting room is busy, acknowledge patients who are waiting with a brief "I'll be with you in just a moment"

Confirm the patient's identity and appointment details:

• Ask for the patient's full name and date of birth
• Locate the patient in the scheduling system
• Verify the appointment date, time, provider, and reason for visit
• Confirm that the patient is checking in for the correct appointment
• If the patient is not in the system or there's a discrepancy, politely investigate the issue

Ensure all patient information is current and accurate:

• For new patients: Provide new patient forms to complete
• For established patients: Ask "Have there been any changes to your address, phone number, email, or insurance since your last visit?"
• If changes are reported, update the information in the system
• Verify demographic information:
  • Full legal name (first, middle, last)
  • Date of birth
  • Current address
  • Phone number(s)
  • Email address
  • Emergency contact information
• Scan or photocopy any updated identification documents if needed

Confirm current insurance coverage and benefits:

• Ask to see the patient's insurance card(s)
• Scan or photocopy both sides of all insurance cards (if new or updated)
• Verify that insurance information in the system matches the card
• Confirm that insurance verification has been completed prior to the visit
• Note any changes to insurance coverage, policy numbers, or group numbers
• For patients with multiple insurance plans, verify primary and secondary coverage
• Document all insurance information updates in the patient's record

Ensure all necessary forms are completed and signed:

• For new patients:
  • Patient registration form
  • Medical history questionnaire
  • HIPAA acknowledgment form
  • Consent to treatment form
  • Financial policy acknowledgment
  • Release of information form (if applicable)
• For established patients:
  • Annual update form (if due)
  • Specific forms related to the visit type
  • Updated consent forms (if expired)
• Check forms for completeness and signatures
• Assist patients who need help completing forms
• Scan completed forms into the electronic medical record system

Process any payments due at the time of service:

• Inform the patient of any payment due today:
  • Co-payments
  • Outstanding balances
  • Deductible amounts (if applicable)
  • Self-pay fees
• Clearly explain the amount and reason for payment
• Process payment using the appropriate method (credit/debit card, check, cash)
• Provide a receipt for all payments
• Document the payment in the patient's account
• For patients unable to pay, follow the clinic's financial assistance policy

Finalize the check-in process in the system:

• Mark the patient as "arrived" or "checked in" in the scheduling system
• Note the check-in time
• Document any special circumstances or notes about the check-in
• Ensure all required fields in the check-in screen are completed
• Verify that the patient appears in the clinical staff's schedule/queue

Guide the patient on next steps:

• Inform the patient about the expected wait time
• Direct the patient to the appropriate waiting area
• Explain what will happen next (e.g., "A medical assistant will call you when the doctor is ready")
• Provide any special instructions for the visit
• Offer amenities (e.g., water, restroom locations)
• Let the patient know if they need to check back at the desk before seeing the provider

Alert the clinical team that the patient has arrived:

• Update the electronic system to show patient is ready
• For urgent situations, directly notify clinical staff
• Communicate any special needs or circumstances
• If the provider is running significantly behind schedule, inform clinical staff of patient's wait time

Acknowledge the patient with a professional greeting:

• Make eye contact and smile
• Use a friendly, attentive tone
• Ask "How did your appointment go today?"
• If there's a line, acknowledge waiting patients

Confirm that the patient's visit is complete:

• Check the EMR/scheduling system to confirm the provider has completed the visit
• Verify that all ordered services (labs, imaging, etc.) have been completed
• If the visit is not marked as complete, politely check with clinical staff
• Ensure all documentation from the visit has been received at the front desk

Schedule any needed future appointments:

• Check provider notes or checkout instructions for follow-up requirements
• Ask the patient "Did your provider recommend a follow-up appointment?"
• Schedule follow-up appointments according to provider instructions:
  • Timeframe (e.g., 2 weeks, 3 months)
  • Provider preference (same provider or different specialist)
  • Visit type (follow-up, procedure, testing)
• Offer the patient multiple date/time options
• Provide an appointment card with the date, time, provider, and location
• Explain any preparation instructions for the future appointment

Handle any referrals or outside orders from the provider:

• Check for referrals to specialists or other providers
• Process orders for outside services (imaging, labs, etc.)
• Explain the referral process to the patient
• Clarify whether the patient or the office will schedule the referral appointment
• If patient is responsible for scheduling:
  • Provide referral documentation
  • Give contact information for the referred provider/facility
  • Explain any authorization requirements
• If office is handling the referral:
  • Collect patient's availability preferences
  • Explain when and how they will be contacted about the appointment
• Document all referral information in the patient's record

Handle any financial transactions:

• Check if there are any outstanding balances or additional charges from today's visit
• Clearly explain any charges to the patient
• Process payments using the appropriate method (credit/debit card, check, cash)
• Provide a detailed receipt for all payments
• Document the payment in the patient's account
• If payment arrangements are needed:
  • Explain payment plan options
  • Complete necessary paperwork
  • Provide written documentation of the arrangement

Give the patient necessary documentation:

• Visit summary (if not provided by clinical staff)
• Educational materials recommended by the provider
• Work/school excuse notes (if applicable)
• Printed prescriptions (if not sent electronically)
• Copies of test results (if approved by provider)
• Any other documentation requested by the patient

Finalize the visit in the electronic system:

• Mark the patient as "checked out" in the scheduling system
• Note the check-out time
• Document any follow-up appointments scheduled
• Record any referrals or orders processed
• Note any special instructions or follow-up tasks
• Ensure all required fields in the check-out screen are completed

End the interaction positively:

• Ask if the patient has any questions about their visit or follow-up care
• Remind them of any upcoming appointments
• Provide information about accessing the patient portal (if applicable)
• Explain how to contact the office with questions
• Thank the patient for choosing Advantage Healthcare Systems
• Wish them a good day and speedy recovery (if appropriate)