1. Handling Cost Inquiries
Patient: “How much will this visit cost?”
Response:
“Let me check your insurance benefits. Based on your plan, this visit typically has a [copay/deductible] of [amount]. Would you like a detailed estimate?”
2. Explaining a Denied Claim
Patient: “Why wasn’t this covered?”
Response:
*”Your insurer denied this because [reason: e.g., ‘it needs prior auth’]. I can:
- Help you appeal, or
- Check if we can resubmit with more info. Which works for you?”*
3. Setting Up Payment Plans
Patient: “I can’t pay this all at once.”
Response:
“We offer no-interest plans. Would [3 monthly payments of $X] work? I’ll email the agreement—just need 2 minutes to enroll you.”
4. When a Patient is Upset
Patient: “This bill is wrong!”
Response:
“I’ll investigate immediately. [Pause to check records]. You’re right—this was filed incorrectly. I’ve adjusted it, and your new balance is [amount]. So sorry for the error.”
5. HIPAA-Verification Script
Caller: “What’s my balance?”
Response:
“For security, may I confirm your [DOB + last payment amount]? […after verification] Your balance is [amount]. Would you like to pay now or discuss options?”
