Smart Phrases
You use this smart phrase when TPL needs to be added but the health insurance has already been billed
.1317TPL
Use this account activity when you take a general call
351
We don't handle refunds in this department, but we can do what?
Look to see if there has been a refund request uploaded to the account.
You use this phone number when you need to transfer to customer service
EPIC Customer Service #855-241-2455
This is the name of the IT system that we use.
NinjaOne
This is the smart phrase you would use when the patient has been injured at work.
.inswc
This account activity is used when the caller wants an itemized bill or tax forms.
.1137
The caller has asked for a SUP. You can advise this...
" I am unable to provide a SUP for you at this time as we are not the refund department. I have reviewed the account and the notes and relayed the information that my department can give. I can notate the account that we spoke today. Is there anything else I can try to assist with today?"
You click here to create a new guarantor.
Registration
Use this CPT code range when you are talking about radiology charges.
70010-79999
You are putting the account on hold while the insurance is reprocessing. Which smart phrase do you use to document?
.courtesyhold
Home health and hospice accounts will be routed to this account activity.
AA1530
The caller has never sent the refund in before. This is where you tell them to send it.
Lockbox
This number is also known as the claim number
ICN Number
You can't speak to a lawyer, but you can send them here.
Legal Department
The caller is not listed on the account; this is the smart phrase you use to document.
.ROI
Use this AA when the patient is deceased but is not labeled as deceased on the account.
4508250087
This amount of refunds is considered a bulk amount.
Anything over 10 accounts
This is the amount we are allowed to charge the patient.
Allowed amount
March 6th, 2022, is when EPIC started, anything before that you send them here.
Legacy Team Support Line
This smart phrase is used when the refund has been uploaded to the account.
.CORRFNDRFND
The account is closed. Which AA do you use to open it?
AA239
You get a call on a refund for a PB Centracare account. Who do you send these to?
Jim
A stop bill is used when...
you need to place a hold on the account.
Insurance is calling about a lab bill; what information do we include in our notes?
Lab Name:
Ordering Provider:
DOS at the lab:
Billed amount from the lab:
Codes in question: