PSC

Contact Information

100

What is our phone#?

888-422-7720

200

What is Medicredit phone number?

800-823-2318

300

What is our Patient Support Email?

[e-mail]

400

What are our hours of operation?

7AM-7PM CST Monday through Friday

500

What is the direct phone# for the attorney line?

615-372-5081

ECW

100

Where are the patients prior payments located?

PT Payment tab

200

When is the only (2) time a claim summary can be emailed to the patient?

HSA Frozen or Proof of payment is needed

300

If a responsible party needs to be updated for Region 1-10, what do you advise the caller?

Contact the practice directly to update

*We can't update RP in Customer Service for these regions.

400

In Region 1-10, what region does not place followup calls to the patient?

Region 10

500

When a WC/Auto call is received to update insurance, where is the following template placed?

1. Name of insurance
2. Auto Claim# and WC claim # will be the subscriber ID#
3. Date of Accident:
4. Adjuster's Name:
5. Adjuster's Phone #:
6. Adjuster's Fax #:
7. Claims address:

Billing Notes (bottom of the claim)

Artiva

100

When trying to send an IET to the practice/coding, what number do you search in Artiva? 

Claim Number

200

When a payment plan is to be set up manually and not secured, what tab do you click? 

Payment Plan Agreement

300

True or False: Financial Assistance applications can be emailed in Artiva with a valid email address on file?

False: FAA can never be emailed in Artiva.

400

To search the resolution to prior IETs submitted, which tab do you click to access prior IETs?

Subcategory Checklist

500

When a patient/guarantor calls and states that the visit was for an annual visit only, that is 100% covered by insurance, do you send a IET to the practice or coding for review?

Coding

Service Central REQ

100

When money needs to be moved from one claim to another or from one account to another account

Patient Money Transfer

200

• When you have an account, claim, or issue that that does not qualify for any of the other Service Central requests.

General Request for Help

300

• When reviewing the ERA/EOB and there is a missing adjustment or something is posted incorrectly on a claim.

Adjustment Posting Review

400

• When a patient has two or more accounts in the same region that need to be combined.

Patient Merge

500

• Insurance on file requesting medical records. (to process a claim, for a specific DOS, or for a claim that has a zero balance).

Claims Resolution

Patient Concerns

100

Is an unanswered PSC ticket a Patient Concern?

No, only if the PSC ticket has been answered and the patient is disputing the resolution is when you will submit a Billing PC.

200

Which PC option will you pick if the patient states they were misdiagnosed?

Grievance

300

Which PC option will you pick if the listed responsible party states they should not be responsible for patient? 

Privacy

400

Which PC option will you pick if someone other than patient/authorized person received patient’s information.

Privacy

500

What would be the two questions that you have to ask in order to not receive a sanction on misdirected mail calls?

1. Do you attest or can you confirm that the info. was not shared, copied or disclosed to any other party?

2. Will you be returning or shredding correspondence?

*Type questions in your notes with the answer to each.