Front-desk FAQs
Below are answers to common questions about ClinicOffice, how we produce the weekly digest, and how to use the site. If you do not see your question here, you can reach us at the email listed on our contact page.
Frequently asked
Should the front desk verify eligibility every visit?
For commercial payers, yes — coverage can change month to month. For Medicare traditional, monthly is fine for stable established patients; still re-check new patients and long gaps. Document the 271 response in the chart so denials can be appealed with proof.
What if the patient refuses to pay copay at check-in?
Note refusal in the chart, present the financial policy in writing, and route to the practice manager — do not write off at the desk. Routine copay waiver without hardship review is a compliance and payer-contract problem (see OIG guidance on routine waivers).
How do we cut no-shows under 8%?
Three-touch confirmation (T-48 email, T-24 SMS, T-2 SMS), waitlist autofill on cancellations, and a clear rebook-versus-charge policy. Measure your own rate; treat industry bands as directional.
Should the front desk collect prior-balance, too?
Yes, with a script. Ask once at check-in, accept partial payments, and route declines to a payment plan — do not let the visit drift into surprise statements.
Who owns prior auth — front desk or biller?
Front desk identifies the need at scheduling; clinical or auth coordinator does the submission. If your biller is your auth team, expect multi-day turnaround built into scheduling and track status before the visit.
Is ClinicOffice software or a staffing service?
Neither. We publish playbooks and will email a one-page front-desk SOP on request. We do not manage desks, submit claims, or store your patients' PHI for this offer.
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