What goes wrong today
A mistyped member ID is one of the most common causes of a denied claim, and it is almost always introduced by a human reading a card over the phone or from a photocopy.
Registration
Insurance Card and ID Capture
Getting an accurate copy of the insurance card and photo ID into the chart before the visit.
Getting an accurate copy of the insurance card and photo ID into the chart before the visit.
A mistyped member ID is one of the most common causes of a denied claim, and it is almost always introduced by a human reading a card over the phone or from a photocopy.
What good looks like
Card and ID captured as images, read automatically, and reconciled against the eligibility response — so the number in the chart came from the card rather than from a transcription.
- Image capture from the patient's own phone
- Automatic extraction of payer, member and group
- Reconciliation against the eligibility check
- Human review only on low-confidence reads
What to measure
Pick these before you change anything, so the effect is visible rather than anecdotal.
- Denials attributable to registration data
- Share of cards captured pre-visit
- Correction rate at check-in
Where we stand: In development
OCR capture into the EMR is in development.
Rollout checklist
- Document how this is handled today, and by whom.
- Put a number on the hours or dollars involved.
- Decide which cases must always reach a person.
- Agree the metrics you will judge success on.
Frequently asked questions
Do you solve this today?
OCR capture into the EMR is in development.
How do we work out whether this is our biggest gap?
The Front Desk Opportunity Scan estimates the hours and revenue behind each area from your own volumes and ranks them against each other.
Keep going on MedReception.ai
MedFrontDesk.ai is the playbook library. MedReception.ai is the platform that runs it.