- Owner
- Office Manager
- Effective date
- September 15, 2026
- Review cycle
- Every 12 months
1.Purpose
To register every patient accurately, confirm insurance and payment expectations up front, and update medical history so the clinical team has current information before treatment.
2.Scope
Applies to check-in for scheduled patients arriving at the practice. New patient onboarding paperwork sent in advance and emergency walk-ins are covered by separate procedures.
Definitions
- Practice management system
- The software used to schedule appointments, store patient charts and manage billing and insurance.
- Medical history update
- Confirming or revising a patient's health conditions, medications and allergies at each visit before treatment begins.
- Insurance verification
- Confirming a patient's dental insurance is active and checking remaining benefits before treatment.
3.Responsibilities
- Front Desk Coordinator
- Greets patients, verifies insurance, collects payment and updates records in the practice management system.
- Dental Assistant
- Reviews the updated medical history with the patient and flags any changes to the dentist.
- Office Manager
- Resolves insurance or billing discrepancies and oversees front desk training.
RACI matrix
| Activity | Front Desk Coordinator | Dental Assistant | Office Manager |
|---|---|---|---|
| Confirm the appointment and update contact details | R/A | - | I |
| Verify insurance and estimate patient cost | R/A | - | C |
| Update medical history and medications | I | R/A | - |
| Resolve billing or insurance discrepancies | R | - | R/A |
R = Responsible, A = Accountable, C = Consulted, I = Informed
4.Materials and PPE
Materials, tools and systems
- →Practice management system
- →Insurance verification portal or phone line
- →Medical history update form
- →Patient consent and financial policy forms
- →Card payment terminal
5.Procedure
- 5.1
Greet the patient and confirm the appointment
Front Desk CoordinatorGreet the patient by name, confirm the scheduled procedure and provider, and note the arrival time in the practice management system.
- 5.2
Confirm identity and contact details
Front Desk CoordinatorVerify the patient's name and date of birth, and confirm or update their address, phone number and emergency contact in the system.
Checkpoint: Patient identity is confirmed with two identifiers before the chart is opened for the visit.
- 5.3
Verify dental insurance
Front Desk CoordinatorConfirm the patient's insurance is active, check remaining annual benefits, and note any plan requirements such as pre-authorization for the scheduled treatment.
- 5.4
Review estimated cost with the patient
Front Desk CoordinatorExplain the estimated insurance coverage and patient portion for the scheduled treatment, and confirm the patient understands the financial policy before treatment begins.
- 5.5
Collect payment or set up arrangements
Front Desk CoordinatorCollect any co-payment or outstanding balance due at check-in, or confirm a payment plan already on file, following the practice's financial policy.
- 5.6
Provide the medical history update form
Front Desk CoordinatorGive the patient the medical history update form to review and confirm at every visit, even if they were seen recently.
- 5.7
Collect required consent forms
Front Desk CoordinatorObtain any treatment consent or updated privacy acknowledgment required for the visit before the patient is seated.
Checkpoint: Signed consent forms are on file before the patient is brought back to the operatory.
- 5.8
Review the medical history with the patient
Dental AssistantGo over the updated medical history form with the patient, asking specifically about new medications, allergies and any hospitalizations since the last visit.
- 5.9
Flag significant changes to the dentist
Dental AssistantNote any new medical condition, medication or allergy that could affect treatment, and bring it to the dentist's attention before the procedure starts.
Warning: Do not proceed with treatment if a new medical condition or medication could affect the planned procedure until the dentist reviews it.
- 5.10
Update the chart in the practice management system
Dental AssistantEnter the confirmed medical history, insurance details and consent status into the patient's chart before treatment begins.
- 5.11
Seat the patient
Dental AssistantEscort the patient to the assigned operatory once check-in is complete and hand off the updated chart to the clinical team.
- 5.12
Resolve discrepancies after the visit
Office ManagerFollow up on any insurance denial, billing question or unresolved discrepancy identified during check-in, and update the patient's account accordingly.
6.Quality checks
- →Insurance is verified before treatment for every scheduled patient.
- →Medical history is reviewed and updated at every visit, not just for new patients.
- →Signed consent forms are on file before the patient is seated.
- →Payment or financial arrangements are confirmed before treatment begins.
7.Records
- →Medical history update forms
- →Signed consent and financial policy forms
- →Insurance verification results
- →Billing discrepancy resolution log
8.KPIs
- →Average check-in time per patient
- →Percentage of visits with insurance verified before treatment
- →Medical history update completion rate
- →Same-day billing correction rate
9.Common mistakes
- →Assuming a returning patient's medical history hasn't changed without asking.
- →Seating a patient before consent forms are signed.
- →Skipping insurance verification for patients seen recently.
- →Not flagging a new medication to the dentist before treatment starts.
10.Revision history
| Revision | Date | Description | Reviewed by |
|---|---|---|---|
| 1.0 | September 15, 2026 | Initial release | Ilia Pirozhenko |
This is a template. Adapt it to your organization, equipment and local regulations before use.
