Express Check In FAQs

  • What’s Express Check In?

    • Express Check In is an option to complete all your forms at home rather than in the office.
    • It’s easy to do and reduces the time you spend at a kiosk or mobile phone once you arrive for your appointment.
  • What if I don’t have a smart device for Express Check In?

    • Express Check In registration works seamlessly across your desktop and mobile devices.
    • If you do not have one of these, you can complete registration at a kiosk or face-to-face with a paper chart upon arrival at your appointment.
  • Why should I use the kiosk or QR code for registration or online scheduling tools? My other providers’ offices don’t do this?

    • We want to simplify your healthcare experience.
    • For registration: With online registration tools, you can now fill out your health information securely from home and minimize your check-in time upon arrival.
    • For scheduling: With online scheduling, you now have more control of booking, canceling and rescheduling your provider visits when it works best for your schedule.
    • Our front office and call center team members will continue to be here to support you. If you have any questions, just let us know!
  • When will online registration/scheduling be available for my provider?

    • Throughout 2024, online registration and scheduling tools will be introduced in phases into HMG offices across the Tri-Cities.
    • We appreciate your enthusiasm and patience. As this provider office gets closer to offering online registration/scheduling, we will notify you and provide more details.
  • Will I be able to reference my previous online registration forms at my next HMG visit with a different provider who hasn’t implemented this new technology at their office yet?

    • You will not be able to complete the same online express check in and kiosk registration steps at offices that do not have this technology yet.
    • We appreciate your enthusiasm and patience. As this provider office gets closer to offering online registration/scheduling, we will notify you and provide more details.
  • Is my privacy protected?

    • Yes. The system is HIPAA-compliant, and your information is fully encrypted, which allows us to protect your data even more securely than before.
  • This feels impersonal. Why are you doing this?

    • Just like other aspects of your life that have been simplified to help make your experience better – self-service grocery check-out, ordering at Mcdonald’s, checking in for a flight, etc. – we invested in modern resources and technology to support your experience.
    • Add that the new tools help lighten our staff’s workload, giving us more time for personal interactions and assisting the patients who need our help.
    • Our help center and front desk team is still available for questions or if you want to check in with a team member instead of a kiosk or QR code. To do so, walk up to the front desk and speak with our team.
  • Will Clearwave impact my quality of care?

    • The care you receive will not be negatively impacted. If anything, it will be a positive change and will improve the level of convenience we provide to you.
    • HMG is the community’s health partner for life and these investments will ultimately give us more time to personally interact with our patients and provide high-quality care that exceeds all expectations for accessibility, convenience and cost-effectiveness.
  • What if I don’t want to use a kiosk or online scheduling?

    • While we encourage you to try out these new tools, our front office and call center teams will continue to be here to support your needs.
    • We will always meet you where you want to be.
  • What’s the difference between “emergency contact” and “HIPAA contact”?

    • The emergency contact is the person we would call for you in an emergency.
    • The HIPAA contact is someone that you feel comfortable receiving information about your healthcare on your behalf.
    • It might be the same person, like your spouse would be contacted in an emergency, and can get a message about your results. Or maybe a best friend is an emergency contact, but your healthcare information should only be shared with a designated family member.
  • (Regarding customized questions) Why do you need this information?

    • We include relevant standard and custom questions in our registration process to better understand and consider your unique needs and preferences to personalize your care.
    • We understand it takes more time upfront to check in the first time. But on your next visit, you just need to review the information to make sure it’s you and make any updates, so it goes much faster.
  • I was asked multiple times to complete the same question.

    • If you skip a question or do not hit the complete button during the express check in process, you will be asked to complete the question or the information again.
    • Some forms have to be completed every visit, but most of the forms are programmed to be asked annually or once and never asked again.
  • Do I have to scan my driver’s license and insurance card every time I come in?

    • Your driver’s license will be scanned to check in for an appointment to verify that it’s you.
    • Insurance cards are only scanned the first time, or once a year, unless you have an insurance change and need to add a new card.
  • What if I don’t want to pay with a credit or debit card?

    • You can select the ‘Cash’ or ‘Check’ button on the payment screen when you’re checking in and pay by cash or check at the front desk.
  • I have a question about the amount due.

    • We can review your co-pay or balance at the front desk – select the Cash or Check button on the payment screen when you’re checking in, and we’ll help you with that.
  • I don’t want a receipt by email, can I get a paper copy?

    • We can print that for you at the front desk – we’ll print a paper copy of the payment for you, no problem.