Kiosk: Patient Check In Process

MAT facilities can take advantage of the EMR's self-service Kiosk, allowing patients to check themselves into the facility. By seamlessly integrating with Queues, Flags, and the Patient Ledger, patients can review messages added to their account, pay outstanding balances, and be routed to the appropriate queue all without speaking to a front desk representative, increasing efficiency and decreasing manual touchpoints. Important: To use the Kiosk Feature, your facility must have the Queues enabled. 

New to Kiosk? Click here for instructions on setup and hardware recommendations.

Kiosk Time Out

The Kiosk Display User will automatically be logged out after 6 hours of inactivity. You'll likely only need to log into each Kiosk once per day. 

Kiosk Patient Check In

When patients arrive at your facility, they can check in using the Kiosk by scanning their ID or by manually entering in key information. Your company (or location) logo will display in the top-left and the text after "Welcome to" will display the name of the Location. 

After 15 seconds of inactivity, the kiosk screen will time out and return to this welcome screen. This is designed to protect patient information.  

ID Check In 

To check in via ID, the kiosk device must be paired with a 2D scanner and the patient must have a valid driver’s license or state-issued ID. 

1. From the Kiosk home screen, the patient should choose ID Check in.
   
   
2. Next, the patient must scan their driver’s license by positioning the barcode on the back of the license under the scanner light. 
   
   • Please note: If the patient does not have a driver’s license, or if the scan does not work, they can click on the Manual Check In button below the barcode. 
3. The scanner will match the driver’s license information with the patient’s legal name and date of birth in on their EMR patient chart. 
4. The patient is now logged in and can now complete the check-in process. However, there are some scenarios that will prevent the patient from being able to check in: 
   • The patient has a balance due and is unable to pay with a credit card.  
   • A flag with the “Prevent Kiosk Check In” option has been added to the patient's chart. 

Manual Check In 

To check in manually, the patient will need to enter their Patient ID and Date of Birth. 

1. Click on the Manual Check in option.
   
2. Then the patient must enter their ID in the Patient ID field. This Patient ID number is provided by the facility and can be found in the patient’s chart. This is not the MR Number.
   
   • Note: If the patient chooses manual check-in by mistake or decides they would rather check in using their ID, they can click the ID Check In button at the bottom of the screen instead. 
3. There are two ways for a patient to enter their date of birth.
     
   • The patient can enter their date of birth by typing it in, using the MM/YY/YYYY format. 
     
   • The patient can select their date of birth from the calendar icon, choosing the year, month, and day.
4. Once the ID number and date of birth are entered, click on the Check in button.
5. The patient is now logged in and can now complete the check-in process. However, there are some scenarios that will prevent the patient from being able to check in: 
   • The patient has a balance due and is unable to pay with a credit card.  
   • A flag with the “Prevent Kiosk Check In” option has been added to the patient's chart. 

Patient Information in Kiosk 

Once the patient successfully logs into the Kiosk, the patient will see this screen, which provides detailed information such as demographic and payment information, messages, and their next five appointments.  

1. Patient Demographic Information 
2. Payment Info 
   • This section will only display for organizations using the patient ledger. 
3. Messages 
4. Upcoming Appointments 
5. Check-in 
   • If the patient has outstanding payments or has a Prevent Kiosk Check-in flag, the Check In button will be disabled. 

Patient Demographic Information 

This section shows the patient’s demographic information including the patient’s first name, last initial, patient ID number, and patient picture.

Click Show Contact Info to reveal the patient address, phone, and email (if present in their chart). 

Please Note: If any of the information in this section is incorrect, the patient should speak to front desk staff members to update demographic information. 

Payment Info 

Important: Only facilities using the patient ledger will display the Payment Info section. Additionally, the Make Payment button and the ability to collect patient payments will only be visible to facilities using the Stripe integration for the Patient Ledger. 

In the Payment Info section, the patient can see the amount due, date, and amount of the last payment. If the patient has an outstanding balance and the facility is integrated with Stripe, the system will not allow the patient to Check-In through Kiosk until the balance has been fully paid. Patients will be able to pay their balance by credit card. Once the full balance is paid, the check-in button becomes available. 

Please note: If the patient cannot pay with a credit card, they will need to pay at the front desk. 

Processing Credit Card Payments (Stripe Only)

For patients to be able to submit payments through the Kiosk, the Patient Ledger and the Stripe integration must be enabled for the Location.

1. If the patient has an amount due, the patient can click the Make Payment button.  
2. To pay the complete amount, they should then click on the Amount Due radio button.
3. If the patient selects the Other Amount option and submits a partial payment, the amount will be paid, but the system will not allow the patient to check in via Kiosk until the full balance is paid.
4. If a Stripe card reader terminal has been connected to the Kiosk, the system will prompt the user to tap or insert their credit card.
   
5. Please Note: If the facility has not configured a Stripe reader, patients can still submit payments by manually entering their credit card information including number, expiration date, and CVC.  
6. Once the payment has been successfully collected, the system will update the Payment Info section with the payment received, including the last payment amount, and last payment date.
7. The make a payment button has been disabled since the outstanding balance was fully paid.
8. If the payment fails for any reason, the system will display the following message.
9. Once the balance is cleared, the Check In button will be enabled and the patient can proceed.
   
10. Once a patient has checked in through the kiosk, they will immediately appear in the Queue and staff members will be able to provide services to the patients in a timely manner. 

Messages 

The Messages section displays any messages the facility has added to the patient chart using the Visible to Patient Flags feature. As long as the flag is active in the chart, meaning it has not been resolved or canceled, the message will be available to view upon check-in.  

Some examples of commonly added flags include notifying patients that they need to schedule specific appointments (such as with a counselor), that they have a lab requisition due, or that they should go to the admission department to review documents. 

Click here to learn how to create and assign Visible to Patient Message flags. 

Upcoming Appointments 

The Upcoming Appointments section displays the patient's next five upcoming appointments as scheduled in the EMR calendar. 

Check In 

Once the patient clicks on the Check In button in the Kiosk, they will be automatically checked into a  Queue. Patients are checked into the queue your organization has designated the Default for Check in Queue unless they have a scheduled appointment type that has been configured to check the patient into a specific queue.

Queue Assignment by Appointment Type

For example, if the patient is scheduled for an individual session appointment type, and that appointment type has been mapped to the Counselor queue, the patient will be automatically added to the Counselor queue after checking in via the Kiosk. Additionally, you can configure a custom message to display to the patient after check-in.  

Click here to learn more.

Prevent Kiosk Check-In

You can assign a flag to the patient chart that will prevent the patient from checking in through the Kiosk by disabling the Check In button and displaying the associated message (e.g., "Please go to the Front Desk upon arrival.”)  As long as the flag is active in the chart, meaning it has not been resolved or canceled, the patient will not be able to check-in from the Kiosk.  

Click here to learn how to create and assign Prevent Kiosk Check In flags.