Billing
This acronym describes the process of sending the balance to the next financially responsible person
What is NRP?
What is the most important skill for handling complaints effectively?
How often do you check back with a customer on hold?
What is every 2-3 minutes?
Name 4 managed entities
What is Appalachian Regional Healthcare System, Blue Ridge, Carolina East Health Systems, Johnston, Lenoir, Nash, Onslow Memorial Hosptial, Pardee, Southeastern, Wayne"
What does DNB mean?
What is "Discharged, not billed"?
Patients may sign this form, agreeing that their physician does not participate with their insurance plan, services may not be covered
What is the OON (Out of Network) Form?
What is the first thing you say to a call when they identify they are calling about a deceased loved one?
When taking a credit card payment, what step should be followed immediately after asking for the card number?
What is stop recording the conversation?
Name 4 owned facilities
What are "Caldwell UNC Healthcare, Chatham, UNC Hospital (Hillsborough), UNC Medical (Chapel Hill), UNC Rex, UNC Health Rex Holly Springs, Rockingham"
What does DX stand for?
What is "diagnosis"?
This adjustment requires to patients to be uninsured at Date of Service, have a lapse in coverage or have a service that is fully denied by their plan
What is a Self-Pay Adjustment?
What is a common phrase used to express empathy to a frustrated caller?
What is "I understand"
What is CSCC's standard phone greeting?
What is "thank you for calling the UNC Billing Department. This is _____. Your feedback is important to us. At the end of this call, we ask that you take a brief survey. How may I help you today?"
What was the last hospital system was the most recent to join UNC Health?
What is Appalachian Hospital Regional Medical System?
What does EOB stand for?
What is Explanation of Benefits?
This "act" provides protection for patients who are unknowingly treated by Out-Of-Network Providers or determined to be Self-Pay Patients
What is the No Surprise Billing Act?
What is a positive alternative to saying "I can't/cannot"?
What is "Let me see what I can do"
What is provide the courtesy call back script, Create a Mychart message to send to the patient with the MyChart template .MYCHARTCALLBACKATTEMPT.
Document your CRM indicating a voicemail was received and the message left. Subtopic -PFS Call Back- No Answer/Voicemail should be used. Please add a copy of your message to your CRM documentation as well.
What is UNC Health's mascot?
What is "UNC Health does not have a mascot"
What does GCT stand for?
What is General Consent for Treatment?
If full payment is not received in full or if a payment plan is not arranged within 4 payment cycles what occurs?
What is the account is sent to bad debt/collections?
What is a positive alternative to "that is not our fault"?
What is "I apologize for the frustrating situation/experience"
What do you do if a caller is being inappropriate/cussing at you on a call?
What is "following inappropriate customer process or Calm, Warn, Tell, Notify"
When was UNC Health created?
What is 1998?
UNC Healthcare has been around much longer but UNC Health was established in 1998 when UNC Hospitals and the clinical programs at UNC School of Medicine were united.
What does P2P stand for?
What is Peer to peer, when the insurance payer and the ordering provider have to speak in reference to whether a service or procedure will be covered by the patient's insurance?