08/13/2021
• Maintain a kind and professional demeanor. Patients are not simply sick in these situations; they may also be uncomfortable, dissatisfied, and afraid, which manifests itself as rage aimed at personnel. Ascertain that your employees are aware of this and that they should not take negative responses personally. They must maintain their composure, politeness, and professionalism while telling the patient that they will do all possible to remedy the situation.
• Listen. When patients grow enraged, it's likely that they just need to let off steam before they can talk about things rationally. Train your employees to listen to patients first and never interrupt them while they are speaking, as this will only annoy the patient. Staff should only begin assuring the patient of a resolution and delivering the information that the patient requires once the patient has calmed down.
• If a patient refuses to pay, staff should explain calmly and clearly that the insurance company does not cover the entire cost of care, and that refusing to make co-payments would be a breach of their insurance contract. If they declare they can't pay, let them know about the other possibilities.
• If the patient receives money from the insurance company by mistake and keeps it, you must advise the patient of the error and explain why the amount must be returned to you. You might also bill them for services done and tell them they can pay the amount with the insurance payment. If they continue to refuse to pay, you may need to hire collection agencies or launch a lawsuit.
• If the patient is out-of-network and may be responsible for the majority of the bill, make sure your staff can clearly explain your regulations regarding out-of-network patient payments to the patient.
• Insurance payment issues can be simply fixed if you know how to approach them correctly. You can also make things easy for yourself and your employees by working with a reputable billing service.
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