Primary or Secondary?
Which plan is usually primary when a patient has employer insurance and Medicaid?
What is the Employer Plan
What is the first question to ask when a provider calls about a refund due to COB?
What is, the patient's DOS
What’s a red flag if both commercial plans list each other as primary?
What is an overpayment will occur
What basic info must be included in every COB call note?
What is, the patient's name, reason for the call and DOS
What tone should you use when a caller is angry?
What is a positive or De-escalating tones
If a child is covered by both parents’ plans, what rule helps determine primary?
What is the Birthday Rule
How do you verify if the patient has other insurance listed in the system?
What is, the coverage tab
What do you do if Medicaid and the patient's Commercial plan paid as primary?
What is, refund Medicaid
What should you avoid including in documentation?
What is, slang or overly abbreviated words
What’s a helpful phrase to calm a confused member?
What is "I'll be happy to help".
If Medicare and an employer plan exist, which is typically primary for a NON-WORKING person over 65?
What is the Medicare Plan
What should you ask if a patient insists their secondary insurance was billed first?
What is, ask if the patient has other insurance
What is one reason a claim may be reversed after COB correction?
What is, the insurance has determined that they are not primary
Why is it important to document exact statements instead of assumptions?
What is, to prevent confusion
What can you say to show empathy without agreeing with incorrect information?
What is, "I can understand you're upset by this. May I please have the opportunity to help you with this"?