It's often the first point of patient contact-and it can also be the most chaotic. At patient check-in and registration, harried staff collect data as simple as name and daytime phone number, as critical to care as medical and family history, and as thorny as copays, coinsurance, and deductibles. Patients hate the waiting room, too-with its germy inhabitants, old magazines, and reams of paperwork to fill out. And with the growing number of high-deductible insurance plans and rising copays, an inefficient front desk can also mean missed revenue opportunities.
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