Example setups · Health
Hospital billing and insurance (TPA) desk
For a hospital where families on discharge day stand at one window not knowing whether they need billing, the insurance desk or the cashier, and the corridor fills while each one asks.
The setup
Lines and what people choose
-
Discharge billing walk-in
About 12 min each · up to 40 waiting
- Final bill 15 min
- Bill query 5 min
- Duplicate bills and receipts 5 min
-
Insurance desk (TPA) walk-in
About 15 min each · up to 30 waiting
- Cashless
- Pre-authorisation at admission 20 min
- Approval at discharge 15 min
- Policy or card check 5 min
- Cashless
-
Reimbursement claims walk-in + bookings
About 15 min each · up to 20 waiting
- Claim document set 15 min
- Query from the insurer 10 min
-
Medical records walk-in
About 8 min each · up to 30 waiting
- Certified copy of records 8 min
- Discharge summary copy 5 min
-
Cashier walk-in
About 4 min each · up to 50 waiting
- Pay the bill 4 min
- Deposit refund 6 min
Desks
-
Billing 1
Calls from Discharge billing
-
Billing 2
Calls from Discharge billing
-
TPA desk 1
Calls from Insurance desk (TPA)
-
TPA desk 2
Calls from Insurance desk (TPA), Reimbursement claims
-
Records counter
Calls from Medical records
-
Cashier 1
Calls from Cashier
-
Cashier 2
Calls from Cashier
Team
-
Hospital administrator Owner
Sets up the lines, desks and hours, and is the only one who edits a person's details.
-
Billing manager Manager
Watches the Live Board at discharge time and moves a desk between lines when one backs up.
-
Help desk Staff
Adds families who arrive without a phone, hands them a token slip and marks priority for an elderly patient while adding them.
Ticked: Front desk
-
Billing executive × 2 Staff
Prepares the final bill and, on Complete, sends the family to the cashier or the insurance desk.
-
TPA coordinator × 2 Staff
Calls families for pre-authorisation, discharge approval and reimbursement claims.
-
Records clerk Staff
Calls families to the Records counter for copies of records and discharge summaries.
-
Cashier × 2 Staff
Calls the next family to pay or collect a deposit refund.
Visits with several steps
-
Final bill, then pay or claim
When the billing executive completes the final bill they choose: the family goes to the cashier, or, for a cashless policy, to the insurance desk for approval at discharge.
For Final bill
- The service itself
-
Choose one
— the desk that finishes the step before chooses
Pay at the cashier (default)
- Go to Pay the bill on Cashier
Cashless approval
- Go to Approval at discharge on Insurance desk (TPA)
-
Papers for a reimbursement claim
After the TPA coordinator checks what a claim still needs, the family collects certified records and duplicate bills from two counters, one called at a time.
For Claim document set
- The service itself
- At the same time
- Go to Certified copy of records on Medical records
- Go to Duplicate bills and receipts on Discharge billing
The day
Hours, the TV and the poster
-
Opening hours
Every day, 8 am to 8 pm.
Billing rarely closes, but give a shorter day such as a festival its own special hours on that date. Reimbursement bookings on a day you close are listed so you can cancel or keep each one.
-
TV display × 2
The token being called and the counter to go to, for every line.
One in the billing hall facing the benches, and one outside the insurance desk, where families wait longest.
-
QR poster
On each ward's nursing station and at the billing hall entrance, so a family can take a place from the bedside once the discharge is written.
Tips
-
Line Me Up calls families; it handles no money, claims or papers.
Bills, payments, insurer approvals and documents stay in your hospital system and at your counters. Line Me Up gives each family a token and calls them to the right counter.
How it works → -
An insurer's approval can take hours.
Complete the insurance desk step once the papers are sent. When the answer comes, the family scans the poster for the Cashier line from wherever they are waiting, or the help desk adds them.
How it works → -
Two counters, never both at once.
A reimbursement claim sends the family to Records and to Billing for duplicates. Each step makes its own token, and a visit's tokens are linked, so nobody is called to two counters at the same time.
How it works → -
Book reimbursement submissions.
Families coming back weeks later with a claim can book a time. A booked time holds one person per desk, up to seven days ahead, with reminders in their inbox the evening before and an hour before. On arrival they press I am here, or the help desk, with the Front desk ability, checks them in.
How it works → -
Mark priority while adding.
The help desk can mark an elderly patient's family as priority while adding them. With the Front desk ability they can also mark priority, or move someone up or down, on the Waitlist afterwards.
How it works → -
Take a meal break with a reason.
Pause a cashier with "Meal" and a return time. Waiting families do not see the reason; their estimate allows for the break instead of a line that seems to have stopped.
How it works →
The plan
Fits on Standard
The smallest plan that holds this setup, worked out from its size and what it uses.
- Lines 5 of 30
- Desks 7 of 15
- People 10 of 30
- TV screens 2 of 5
- Uses booking Plan Basic and up
- Uses desks across several lines Plan Basic and up
- Uses managers Plan Basic and up
- Uses the Front desk, Urgent and Run desks abilities Plan Basic and up
- Uses a CSV export of visits Plan Basic and up
- Uses multi-step visits Plan Standard and up
How to set this up
From sign-up to your first visit
- Sign up from this page and step 1 opens with Clinic or hospital already picked. Set up your business
- At step 2, name your lines: Discharge billing, Insurance desk (TPA), Reimbursement claims, Medical records, Cashier. Set each one's type and usual time. Lines, services and desks
- At step 3, add your people and desks: Billing 1, Billing 2, TPA desk 1, TPA desk 2, Records counter, Cashier 1, Cashier 2. Your team, roles and leave
- Open Set up › Services and build each line's menu as above. Lines, services and desks
- Open Processes and build Final bill, then pay or claim and Papers for a reimbursement claim . Processes: visits with several steps
- In Settings, set Opening hours and add closed days. Opening hours, closures and special days
- Open Displays, pair the TV and choose what it shows. TV displays
- Print the poster from Settings › QR code and poster and put it up. Posters, links and QR codes
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