When a bill is disputed by a patient, listening to the patient is critical. Consistently gather and document all necessary information about each such bill, and ask thorough, complete questions. You also may need to speak with employees, providers, and insurance companies. No one knows your practice as well as you, so you are the best at determining at what point the inquiry becomes more serious and formal.
The most typical examples of critical situations are the following:
- The patient feels that the provider did not spend enough time to justify the charge
- The practice did not file the claim correctly, resulting in a patient balance
- A workers’ compensation charge is denied and transferred to the patient