Auto-Fails
The details we need to ask for to verify HIPAA. Must name 3 out of 5.
What is
Where we send accounts to in order to confirm PR.
What is RS?
Our dead air limit.
What is 20 seconds?
The qualities in your notes that will make it appear professional and provide clarity.
What is correct spelling and grammar, including capitalization?
Something we ask for or confirm if patient has insurance on file but still have a balance.
Something we must do on every call to inform the next agents and the customer what transpired during your interaction with the patient?
What is document the call and all of the accessions touched and discussed?
Where we escalate to when needing to locate faxed or mailed documents.
What is RS?
Our hold limit.
What is 3 minutes?
Something we should be including when we are adding or updating insurance on multiple accessions.
What is *MULTIPLE ACCESSIONS*?
Area we look at to determine how service was coded.
What is Current Diagnoses?
Something we must do when taking payments over the phone.
What is pause call recording?
The override we use when we need to transfer payment from one accession to another.
What is CBALTRANSFER?
Something we must do before and after placing the patient on hold.
What is asking them if it's okay to put them on a hold and thanking them for holding after?
Canned note for leaving a voicemail.
What is PTOUTGOINGCALL - LEFT VOICEMAIL?
Adjustment code used when patient's insurance prefix is listed in the Unique HM Edit Prefixes spreadsheet.
What is LA056?
Something we must do when patients threaten to sue or file a complaint.
What is send an email marked as High Priority to XiFin management as an FYI?
Who we send to in order to close posting status on an accession.
What is CASH team?
Timeframe calls must be answered within.
What is 10 seconds?
Call template for client accounts.
What is Client Notes for Client Accounts?
Steps we can use to locate other accessions.
What is checking PersonaPay (RevSpring), Patient Demographics, and searching for patient's first and last name and DOB?
One of the methods of call avoiding while you're on the call.
What is call riding or call stalling?
Who we send accessions to if the patient says they made a payment to the MDO and are adamant it's for the lab bills.
What is Client Advocate Team?
Things you can do if the patient starts going off on a tangent and talks about something irrelevant to your call.
What is politely redirecting the conversation to the assistance you are providing them, or asking if they need anything else after issue has been resolved?
Something we leave off of our notes.
What is patient's feelings and irrelevant comments?
Document we request from patient when they mention they have financial assistance.
What is FAP approval letter?