Contact Information
What is our phone#?
844-974-3800
Where do you send an acct for EOB review?
Worker KT
What is the Erequest to add new insurance?
CS03
What is the Erequest code to send an EOB for review?
CS01 is for government insurance and cs02 is for all other insuances.
When do we file an AOD?
When someone else receives mail, email or text for someone else. When someone calls in pretending to be the GN, but they slip up and we find out they are not the GN.
What is the address for the FAA to be mailed back to us?
It depends on the SSC.
What are the 2 reasons to send an Erequest in Momentum?
Request a UB-04 or charity approval letter.
How do we add consent?
What is the erequest for FAA review?
CS05
When do we file a QOC
When the GN calls in and has a complaint about the service they received, such as the Doctor, misdiagnosis, or issue with procedure.
What is our Email address?
mail@patientcustomerservice.com
When do we read the 501R speech?
When 501R is listed on the acct.
True or False: FAA can be emailed in Artiva with a valid email address on file?
False: FAA can never be emailed in Artiva.
What is the Erequest to have the balance adj off for a SIF?
78
What do we do if the GN is threating to go to the Media or leave a negative review on social media?
File an Incident report.
What are our hours of operation?
8AM-9PM EST Monday through Friday
Where are the 2 locations where we can see if we have consent on file?
The consent tab and Onbase.
How do you know if an acct is in collections?
Phase is HCPrimary or HCSecondary.
If the acct has not been Fbilled and it has been more than 30 days since the discharge date, what is the Erequest code to have the acct Fbilled?
CS10
If the caller requests for the call not to be recorder can we shut the call recording off?
Yes, but only if the caller request it. Recording will start again on the next call.
What is the phone# for the atty and ins dept?
The same number as us 844-974-3800. The just have to follow the prompts for the correct dept.
How do we bill traditional Medicare and Medicaid?
Insurance/Bill Needed--> Insurance Follow up--> Then either bill MCR and GN has MCD.
How do we know if we have to read the 501R?
Click on the facility number and if non-profit is a "Y" we have to read it.
Patient is saying they are being charged for something they did not receive, what do we do and how do we do it?
We have to submit an audit by sending a CS04 erequest.
If the GN is deceased and someone calls in on the acct what are the steps?
1. Ask if they are the Executer, If they are we can speak to them. They are not we cannot continue.
2. If they are the executer and request documentation then we must have paperwork showing they are the executer.