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?
Greet the caller, state your name and say "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.”
A patient wants to pay their bill. What do you need before processing payment?
Verify their identity and confirm the account number
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 or pending insurance
What is New Mexico’s state bird?
The Roadrunner
What is the main goal of the UNMH Billing Department?
To assist patients with billing, payments, and insurance questions
What should you check before discussing a patient’s account?
Verify the patient’s identity (using at least two identifiers)
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, Sorian & 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 :-)