Steps to follow while on conversation with a patient
Call the patient’s phone number.
If the patient couldn’t be reached at the home phone number, try calling the work phone number. If both are unreachable, make a note of it.2. If the number is busy, try sometime later and if it’s still busy, make a note of it.3. If you reach a voice mail, leave a message just asking the patient to call us back.For example : "My name is Kevin calling from Dr XYZ’s billing office and would like totalk to __________ (Patient). Please call us back with your insurance information at____________ (Our given phone #).4. a. If someone other than the patient comes on the line, ask for the patient and if theperson says that there is no one by the patient’s name, make a note of it.b. If the person says that the patient lives there, but is not available at that time, ask theperson when the pt will be available and leave a message with that person asking the pt tocall us back at our given ph#. Also verify the patient’s residential address.
Never tell the outstanding amount to a person other than the patient or leave amessage on the voicemail with that detail.Reveal this detail only to the patient, if the patient asks for it.
5. If the patient is available, inform him/her that this is regarding the treatment renderedto him/her on the specific DOS and that the bill is still outstanding.a. If the patient says that he/she had insurance coverage during the time period,he/she was given treatment, get the insurance details such as the Insurancecompany name, policy ID#, effective date and termination date (if applicable),group# or plan#.b. If the patient didn’t have any insurance coverage at that time of service, informhim/her that she would be responsible for the outstanding bills. In such a case, ask if the patient has received any statement from our side and if he/she needs anotherstatement to make the payment.
If you talk to the patient, always verify the patient’s details like SSN, completename, residential address etc.
6. If the patient says that he/she will make the payment, ask for the mode of payment thepatient wishes to use.