Resources

Patient Questions

Introduction:

Collecting patient due amounts has become much more important in recent years as deductibles and copays have increased. A growing portion of our client’s revenue comes directly from patients. Patient statements are designed to spell out the reason for the bill.

Practice Management, our clients and their patients all need to work cooperatively to collect the proper amounts from patients and insurance carriers. Practice Management and our clients are on the same team and need to work together to train patients and avoid succumbing to insurance company tactics. The unfortunate truth is that neither Practice Management or clients can change benefit determinations that result in patient due balances. We need to establish the patient responsibility for payment and to encourage patients to discuss their benefits with their carriers.

Another unfortunate truth is that many doctors do not make an effort to collect from patients at all. It’s difficult to understand how they can give away 15 to 50% of their income but it happens all the time. Many patients have become accustomed to weak payment policies and waivers of bills. Intentional or not, many patients will test our resolve to collect the balances due to the doctor. We need to avoid any communication with the patient that may lead to delay or non-payment.

At Practice Management, we address all patient inquiries with one goal in mind, we want our clients to be paid for services rendered. We handle patient inquiries promptly and politely with the utmost courtesy extended. We examine the claim in question and verify the reason for the balance. In the absence of extenuating circumstances, we reiterate the amount of the balance due. We often encourage patients to contact their insurance carrier for further clarification.

Patients may contact your office directly to address questions about their bills. Patients may also inquire about their bill when they are at your office for an appointment.

Why didn’t my insurance cover this?

Can you re-bill my insurance?

My insurance company says you billed the wrong codes

Did you bill my insurance?

Is my doctor in network?

Insurance needs information from the patient

What is co-insurance?

Benefits Maxed

Deductible Applied

Not Covered by Plan

Pre-existing Condition

Insurance Company Paid the Patient  

Patient Not Covered

Coverage Terminated

Payment Denials