1. Listen & Acknowledge
- Say: “I understand this charge is confusing—let’s review it together.”
- Do: Stay calm and avoid interrupting.
2. Verify the Details
- Pull up their account to confirm:
- Service dates (match medical records)
- Insurance payments (check EOB adjustments)
- Patient balance (copays/deductibles applied)
3. Explain Clearly
- Break down costs in simple terms:
“Your plan covers 80% after the deductible. This $100 reflects your 20% share.” - Show the EOB or billing statement for transparency.
4. Offer Solutions
- If it’s an error: Correct it immediately and apologize.
- If valid: Propose a payment plan or financial aid.
5. Prevent Future Issues
- Provide a written summary of the discussion.
- Train staff to explain costs upfront during visits.
