Sample interview questions: How do you handle patient complaints related to billing errors or insurance claim denials?
Sample answer:
Addressing Patient Complaints Related to Billing Errors or Insurance Claim Denials
1. Acknowledge and Empathize
- Listen attentively to the patient’s concerns and acknowledge their frustration.
- Express empathy and understanding to build rapport and defuse any negative emotions.
2. Investigate Thoroughly
- Obtain a copy of the billing statement or EOB and review it carefully.
- Contact the billing department and insurance company to verify account information and identify any errors.
- Document all inquiries and responses to create a clear record of the investigation.
3. Identify the Root Cause
- Determine whether the billing error was due to an internal clerical error, coding mistake, or insurance coverage issue.
- Explain the cause of the error to the patient in clear and concise language.
4. Resolve the Issue
- Issue a corrected billing statement if an error was found.
- Work with the patient and insurance company to resubmit or appeal denied claims.
- Provide the patient with updates on the progress of their case … Read full answer
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