Re: billing tips any1? im currently working as medical biller i need to be...

[Danni R.]

By the way, on a slightly different note, here is a telephone call flow chart template I have kept handy for years. I am surprised it is still on the Internet. It is called the "EGBG Counterscript" for telemarketers that aren't cooperating. I think it is very, very funny. If you follow it step by step, the telemarketer will probably never call you again... well, I am yet to try it on a telemarketer, though....


http://www.xs4all.nl/~egbg/english/counters.pdf

[Danni R.]

Certified Biller, you are so right. Your example is perfect!

These calls really, really happen!!!! And not everybody is nice. In my role as an administrative medical assistant, they call the office and yell at the first person that answers the phone. Of course, following the medical office's protocol,  I would have put this call through to the medical office manager, or, the medical billing office (sometimes in house, sometimes outsourced). And yes, standard question is: "The doctor is busy, would you like to speak to our office manager about this... he/she can help you!". Doctors don't want, nor will deal with this type of call. Their job is to take care of the patients medical needs.

So, yes, some people definitely are NOT happy campers when the bill arrives on their door step (so to speak). Therefore, medical billers must not only KNOW medical billing, they also must KNOW how to handle all kind of calls, from good to bad. Excellent customer service skills is a must, and training combined with experience is the key.

[Steve Verno]

To add:

Templates cannot replace training in medical billng.  Training in meical billing can show you how to answer a patients questions.

A template cannot cover every question asked by the patient.


Example:

Patient:  Im caling because you idiots send me a f'ing statement.  Why?

Biller:  You received a statement because your insurance applied your benefit payment to your deductible.

Patient:  YOU WANT YOUR F'ING MONEY YOU DEAL WITH THE INSURANCE COMPANY!!!, I WANT TO SPEAK WITH THE DOCTOR, NOW!!!

Biller: I'm sorry, the doctor is busy with other patients.

Patient:  I SAID I WANT TO SPEAK WITH THE F'ING DOCTOR. PUT HIM ON THE PHONE NOW!

Your template can only go so far.  Your training as a medical biler can take you further.  BTW, Ive had patients like this many times. 

[Danni R.]

Certified Biller,
I think that's what she is asking for. I remember, when working in the front desk and reception area of a medical office my role as a new medical assistant became instantly easier when I created a simple list of standard answers to certain repeat questions. I asked the medical office manager to help me with that. Then, in just a very short while I had it all "down pat". It was a real confidence boost.