UNMH Basics
What does UNMH stand for?
University of New Mexico Hospital
What is a deductible?
The amount a patient pays out-of-pocket before insurance starts to pay
What’s the first thing you should do when answering a call?
Say, "Good morning, thank you for calling UNM Health, my name is... on a recorded line."
A patient calls upset about a late bill. What’s the first thing you do?
Listen, stay calm, and acknowledge their concern
What color is the UNMH logo?
RED
In what city is UNMH Main Office located?
Albuquerque
What is a copay?
A fixed amount a patient pays for a specific service or visit
What phrase can you use to show empathy to a frustrated caller?
“I understand this must be frustrating, and I’m here to help.”
If a patient speaks any other language other than English or Spanish what's the number you should dial and what is the code you enter?
Phone: 505-272-8255 Access Code: 842894
What state is known as the Land of Enchantment?
New Mexico
What department do we represent when we answer calls?
The Billing Department
What does “EOB” stand for?
Explanation of Benefits
What should you never do if you don’t know an answer?
Guess — instead, offer to find out or transfer appropriately
The caller says they already paid but still received a bill. What’s your next step?
Check payment history and confirm posting date and ask probing questions, when and how they paid, what DOS was supposed to be paid, check ETM & Soarian for payment-maybe have been applied elsewhere.
What is New Mexico’s state bird?
The Roadrunner
If a patient wants to update communication preference. What two options are not removable?
Do not remove MAIL or CALLS.
What should you check before discussing a patient’s account?
Verify the patient’s identity (using at least three identifiers) Name, DOB & full Mailing Address.
Why is tone of voice important in phone calls?
It conveys professionalism and empathy even when unseen
A caller is asking about financial assistance. What should you do?
Book an appointment through Cerner Millennium.
What day of the week do most people need extra coffee?
Monday
What systems or software do we use to look up patient account information?
Artiva, Soarian & ETM
What’s the difference between a claim and a statement?
A claim is sent to insurance; a statement is sent to the patient
When ending a call, what’s a good closing phrase?
“Is there anything else I can help you with today?” or “Thank you for calling UNMH Billing.”
A patient is upset and yelling. What should you do?
Stay calm, don’t take it personally, use empathy, and try to de-escalate.
What’s the best way to end a long day of calls?
A deep breath and a smile :-)