Reception — Jordan
Jordan is the Front Desk Coordinator — the face of the practice. Jordan greets patients, checks them in, captures or re-verifies insurance, collects copays, manages walk-ins and cancellations, and reschedules. When the front desk works, the whole day flows. When it doesn't, every downstream step stalls.
Pain Points
- Re-keying insurance cards every visit. The prior eligibility check was lost, stale, or not parsed into structured benefits — so Jordan manually types the member ID, group number, and copay every single time.
- Eligibility down or returning unparsed responses. When the 270/271 transaction fails, Jordan is left to estimate the copay by hand — and hope it's close enough that the patient doesn't get a surprise bill later.
- Cancellations that cascade into empty slots. The waitlist auto-fill is manual — Jordan scrolls through a list, calls patients one by one, and often can't fill the slot before the hour is lost.
Goals within REV.health
- OCR of the insurance card straight into a structured Coverage record. Followed by an automatic real-time 270/271 eligibility check — no re-keying, no stale data, no guessing at copays.
- A live status board. Tells Jordan exactly where each patient is in the visit — waiting, rooming, with the doctor, in checkout. No more "Is the doctor ready for the next one?" shouted down the hall.
- Waitlist auto-fill from the patient portal. Cancellations refill themselves — the next patient on the portal waitlist gets offered the slot automatically, and Jordan sees the confirmation without lifting the phone.
Modules Touched
- Eligibility — insurance card OCR, real-time 270/271, structured Coverage records
- Scheduling — status board, waitlist auto-fill, walk-in slot management
- Patient Portal — waitlist sign-up, self-schedule, cancellation notifications
Day in the Life
A single day for Jordan at the front desk — from morning rush through midday flow to checkout and end-of-day reconciliation. Each phase maps to real tasks, real friction, and real gaps that REV.health closes.
- Open schedule — 18 patients today, 3 walk-in slots reserved.
- Check-in first patient — scan insurance card, auto-populate coverage, real-time 270/271 returns active with $25 copay.
- Collect copay — integrated payment terminal, receipt emailed to patient.
- Mark checked-in — status board shows patient in "Waiting."
- Walk-in arrives — fit into open slot, eligibility check runs while patient fills out intake form on the portal.
- Cancellation — 2pm slot freed; waitlist auto-fills with next patient from portal, confirmation sent automatically.
- Insurance card scan fails — manual entry fallback, eligibility check still runs automatically from the typed member ID.
- Patient checkout — print after-visit summary, schedule follow-up, collect outstanding balance.
- End-of-day reconciliation — 18 patients processed, $450 copays collected, 2 walk-ins accommodated.
- Status board clear — all patients through checkout, no stragglers, day closed.