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● Nebraska Peace of Mind · Staff Resources

Front Desk Environment, Eligibility and Operations Guide

This internal guide is for Nebraska Peace of Mind front desk and support staff. Use it as a daily reference to maintain a serene, high-level environment and to ensure patient check-in, eligibility, and financial processes are completed consistently.

☁️ Calm environment and sensory experience

Music and Frame TV

Music

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

Frame TV (Artwork Only)

  • Keep the Frame TV in Art Mode or play holiday shows during business hours.
  • Use calm nature scenes, minimalist abstract art, or neutral-toned photography.
  • Do not display news, shows, cartoons, or any high-stimulation content.
  • Keep brightness low and natural so the TV blends into the room.
  • Refresh artwork periodically to keep the space feeling fresh and curated.

Waiting Room, Hallways and Restrooms

Waiting Room

  • Arrange chairs, pillows, and blankets neatly.
  • Remove cups, trash, or clutter from tables and surfaces.
  • Keep brochures minimal, tidy, and organized.
  • If using diffusers, keep scents light and subtle, never overpowering.
  • Maintain warm, soft lighting to support a calm atmosphere.

Restrooms (check every 1–2 hours or between visits)

  • Restock toilet paper, tissues, and paper towels.
  • Refill soap dispensers.
  • Wipe counters and sinks if wet; keep surfaces clean and dry.
  • Empty trash if it is getting full or has noticeable odor.
  • Check mirrors and floors for cleanliness and spot-clean if needed.
  • Report any maintenance issues immediately.

Office and Hallways

  • Keep hallways free of boxes, bags, and clutter.
  • Ensure temperature is comfortable in patient areas.
  • Open and close doors quietly to reduce noise.
🤝 Presence, communication and professionalism

Professional Presence at the Front Desk

  • Limit personal cell phone use during work hours; patients always come first.
  • Greet patients warmly with eye contact and a calm, friendly tone.
  • Use inside voices at all times, including in back areas near patient spaces.
  • Avoid anything that disrupts the environment.
  • Stay observant of the lobby and be ready to assist as soon as patients arrive.

Break Room

  • All food must be eaten inside the break room to avoid odors in patient areas.
  • Wipe counters, tables, and microwave after use.
  • Keep the sink clear of dishes and mess.
  • Empty trash when needed to prevent smells.
  • Store personal meals neatly in the designated space.

Front Desk Workstation

  • Wipe desk, keyboard, phone, and high-touch surfaces daily.
  • Limit drink containers to one at a time to avoid clutter.
  • No snacks or food at the front desk.
  • Store personal items in cabinets or drawers, not on top of the desk.
  • Keep the workstation tidy, organized, and patient-ready at all times.
Your tone, body language, and attention set the emotional temperature for the clinic. A calm, welcoming presence is part of patient care.
📋 Eligibility, paperwork and patient information

Eligibility and Intake Paperwork

Complete these steps for all new patients and for upcoming appointments.

Eligibility

  • Run eligibility checks for all new patients before their first visit.
  • Confirm active coverage for upcoming appointments when possible.
  • Address any coverage issues with the patient before the visit whenever possible.

Required Intake and Chart Information

Before the appointment, make sure the following sections are fully completed:

Basic Information Demographics Emergency Contact Method of Payment Responsible Party
  • Review intake paperwork and confirm all required forms are submitted.
  • If anything is missing, call or text the patient to request completion.
  • Document attempts to reach the patient if forms are still not complete.

Card Authorization Form

  • Send the Card Authorization Form to any patient without a card on file.
  • Confirm the signed form is received and saved in the patient’s chart.
  • Patients (except Medicaid patients) should have a card on file in order to be seen.
Medicaid patients: encourage a card on file if possible, but it is not required. For all other payers, a card on file is expected.
💳 Balances, payments and schedule management

Collecting Balances and Managing the Schedule

Collecting Balances

  • Check each patient’s account at check-in and collect any outstanding balance.
  • Verify tomorrow’s schedule and contact patients who have balances before their visit.
  • Use saved cards on file when authorized and when appropriate.
  • If there is no payment method on file, send the Card Authorization Form and request completion.

Scheduling and Filling Gaps

  • Monitor the schedule throughout the day for cancellations or openings.
  • Offer earlier times to patients who want to be seen sooner if there are gaps.
  • Notify providers about same-day additions or changes using the approved communication channels.

Shredding Guidelines (Noise Sensitive)

  • Shred documents only before patient hours or after visits on Fridays.
  • Do not shred during active patient appointments to avoid noise.
  • Store shred-ready papers in a secure, designated bin until shredding time.
🧽 Daily cleaning and presentation

Daily Cleaning Checklist

Complete these tasks throughout the day and again before closing.

  • Vacuum waiting room and hallways as needed to keep floors clean.
  • Wipe all surfaces: front desk, chairs, tables, counters, and door handles.
  • Clean the front door glass (inside and outside) and any visible interior windows.
  • Sanitize high-touch areas regularly throughout the day.
  • Empty trash cans in all areas, including waiting room, restrooms, front desk, break room, and provider rooms when needed.
  • Replace trash liners and make sure no strong odors remain.
  • Restock supplies such as tissues, toilet paper, paper towels, and hand sanitizer.

End-of-Day Tasks

  • Set the Frame TV to Art Mode for the next day.
  • Turn off music and lights as directed.
  • Reset chairs and tables in the waiting room and common areas.
  • Do a final restroom check for cleanliness, supplies, and trash.
  • Take out all trash from the office and confirm bins are lined.
  • Wipe down surfaces and vacuum one final time if needed.
  • Power down front desk equipment according to office procedures.
  • Confirm that all balances were processed or flagged for follow-up and that required forms are in charts.
🌿 Additional best practices

Additional Recommendations

  • Report spills, stains, or maintenance issues immediately to the appropriate person.
  • Use lint rollers on fabric chairs and soft seating as needed.
  • Avoid strong perfume or heavy cleaning product smells in patient areas.
  • Keep backup supplies organized and easy to access.
  • Maintain a calm, grounded personal energy; this supports patients and providers.

This guide is meant to be a living document. As our processes improve, leadership may update this page. Always follow the most recent instructions from Nebraska Peace of Mind leadership and supervisors.