What’s Allowed
✔ Verify Identity – Ask for two identifiers (e.g., name + DOB or account number) before discussing bills.
✔ Share Billing Details – Explain charges, insurance adjustments, and patient responsibility.
✔ Discuss Payment Options – Offer plans or financial aid after verifying identity.
What’s Prohibited
✖ Disclosing PHI to Unauthorized Callers – Even family members need patient consent.
✖ Leaving Detailed Voicemails – Only generic messages (e.g., “Please call us about your account.”).
✖ Using Unsecured Channels – No billing talks via personal email/text unless encrypted.
