LabCorp: Modernizing Patient Check-in with the Interactive Kiosk

LabCorp is a leading medical testing company that counts over 100 million patient interactions every year at its facilities across the US, processing more than 2.5 million specimens every week. 

While using state-of-the-art technology in many areas of its operations, the company’s patient registration system still relied on manual data entry. Upon arrival at a testing facility, customers would be asked to fill out paper forms on a clipboard, and then hand over identification and insurance cards to a receptionist or associate who would enter that information by hand into the company’s system. 

This cumbersome but all-too-common registration process was time-consuming, labor-intensive and error-prone. Even worse, its inefficiency was identified by an internal review team as hurting the company’s bottom line. 

CHALLENGE

Reduce wait times and clerical errors, boost productivity & patient experience

Today’s patients expect fast, convenient service, whether they’re waiting in line for coffee or waiting to get the blood drawn at a clinic. To improve the check-in experience, LabCorp sought a streamlined, digital-based patient check-in solution that could scale to its 2,000+ patient service centers. Additionally, the company needed a solution that could provide accurate data capture and simplify intake for each of its 115 million patient interactions that occur each year. 

SOLUTION

LabCorp Express + Aila’s Interactive Kiosk. A solution that puts patients first. 

LabCorp developed two app-based solutions to reduce friction in the check-in process. LabCorp PreCheck lets patients enter their ID and insurance cards and receive appointment reminders onto their smartphone. 

LabCorp Express pairs with Aila’s Interactive Kiosk to let patients check-in without ever having to visit the front desk. 

Aila’s Interactive Kiosk provides an intuitive, iPad-based patient experience with secure, user-friendly mounting options that fit seamlessly into any healthcare environment. Powered by Aila’s TrueScan technology, the Interactive Kiosk scans over 45 barcode types and supports facial recognition. 

The Interactive Kiosk also provides optical character recognition through a partnership with Acuant—a global leader in authentication, verification and auto form filling—to read and verify ID and insurance cards. This enhanced functionality ensures that sensitive personal, medical, and financial information can be scanned and verified securely, and then encrypted for direct processing.

With live error detection and a learning algorithm, the Interactive Kiosk continuously gets faster and more accurate over time. 

On the Interactive Kiosk, patients can:

• Scan a QR code from their LabCorp PreCheck app to check-in automatically
• Scan their ID and insurance card during their first visit (LabCorp Express will remember this information so the patient doesn’t have to scan their cards each visit)
• Make payments right from the kiosk

This comprehensive, streamlined solution helps LabCorp avoid costly errors associated with manual data entry, while also delivering a hyper-efficient patient journey that shaves minutes off of each interaction.

RESULTS

A unified patient experience across thousands of locations

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After an initial successful pilot, LabCorp has deployed the Interactive Kiosk with LabCorp Express across thousands of locations. Additionally, the solution has been integrated into LabCorp at Walgreens locations across the country. 

The new check-in process helps unify the patient experience across LabCorp’s patient service centers, providing consistently fast, convenient care.

“94% patient satisfaction with self-check-in”

During LabCorp’s Q1 2019 earnings call, the company reported that LabCorp express has been exceptionally well-received by patients, “with 88% positive responses to point of service surveys overall and 94% positive when checking in with the reservation.”

Read the full results of the case study here: