Front Desk Environment, Eligibility and Operations Guide

Music and Frame TV

Music

• Play soft, calming music (instrumental, piano, acoustic, ambient).
• Keep volume low and soothing.
• Avoid upbeat, intense, distracting, or explicit content.

Frame TV (Artwork Only)

• Keep TV in Art Mode or holiday programming only.
• Use calm nature scenes or neutral artwork.
• No news, shows, cartoons, or high-stimulation content.
• Keep brightness low and natural.

Waiting Room, Hallways and Restrooms

Waiting Room

• Arrange chairs, pillows, and blankets neatly.
• Remove clutter and trash promptly.
• Keep brochures minimal and organized.
• Use light, subtle scents only.
• Maintain warm, soft lighting.

Restrooms (check every 1–2 hours)

• Restock toilet paper, tissues, and paper towels.
• Refill soap dispensers.
• Wipe counters and sinks.
• Empty trash if full or odorous.
• Report maintenance issues immediately.

Office and Hallways

• Keep hallways free of clutter.
• Maintain comfortable temperature.
• Reduce noise whenever possible.

Professional Presence

• Limit personal phone use.
• Greet patients warmly with eye contact.
• Use inside voices at all times.
• Stay attentive to lobby activity.

Break Room

• Eat food only in the break room.
• Clean surfaces after use.
• Store food neatly.

Front Desk Workstation

• Wipe desk, keyboard, phone daily.
• Limit drink containers to one.
• No food at the front desk.
• Keep personal items stored away.

Eligibility and Intake Paperwork

Eligibility

• Run eligibility for all new patients.
• Confirm coverage for upcoming appointments.
• Address issues prior to visits whenever possible.

Required Intake Information

• Basic Information
• Demographics
• Emergency Contact
• Method of Payment
• Responsible Party

Card Authorization

• Send form if no card on file.
• Confirm signed form is saved.
• Required for all non-Medicaid patients.

Balances and Scheduling

Collecting Balances

• Check balances at check-in.
• Contact next-day patients with balances.
• Use authorized cards on file.

Scheduling

• Monitor cancellations and openings.
• Offer earlier appointments when available.
• Notify providers of same-day changes.

Shredding (Noise Sensitive)

• Shred only before patient hours or Fridays after visits.
• Store papers securely until shredding time.

Daily Cleaning and End of Day

• Vacuum waiting room and hallways.
• Wipe all surfaces and high-touch areas.
• Clean door glass and windows.
• Empty trash and restock supplies.
• Reset waiting room and restrooms.
• Turn off music and equipment as directed.