aside from an attorney, I may be shared with anyone that can meet verification requirements.
What is the current Balance?
100
I am the two points that must always be answered regarding every account
What is "Patient Name and Date of Birth"?
100
I am capable of discussing anything on an account without additional action beyond verification. Who am I?
Who is the Patient?
100
I must be attempted to be verified on every call, but am not part of compliance.
What is the "Phone Number"?
100
This Log is used in regards to submitting a new primary insurance on an account.
What is "Insurance - New Insurance Find Primary"?
200
An unlisted insurance calls and makes proper verification. they may be provided "this information" if they ask what primary insurance was billed.
What is the name and phone number of the insurance?
200
We are the portion of verification that may be substituted for the address
What is "last four numbers of the SSN"?
200
I am listed as Guarantor of an account but cannot discuss PHI or PII without proper authorization from the patient.
What is "parent of minor child over the age of 16"
200
I serve to advise anyone what my actions were on an account and should be detailed and accurate.
What is the "Call Log"?
200
This Log is used when a caller states they have an EOB (Explanation of Benefits) that states patient responsibility is different than what we have billed the guarantor.
What is "Insurance - EOB Discrepancy"?
300
I can be verified with the patient if they provide me but may be freely provided to the properly verified physician's office on request. I am the "_____"
What is the "Diagnosis Code"
300
as a point of respect and compliance I must be known prior to discussing account information.
What is caller name?
300
I am an attorney asking about a patient account. what information must be available to you before you can discuss an account with me?
What is "Written Authorization"?
300
as of 5/23/17 this is to be offered on any call that involves taking a payment as a part of the call closing
What is the "reference Number"
300
This call log should be used when a caller states that they are receiving a statement for a patient that does not live at the addressed billed.
What is "Billing - Patient demographic errors"?
400
I am often requested but can only be sent to the patient or authorized party at the address on file.
What is Itemized Statement?
400
I am intrinsic to establishing what information may be shared with a caller
What is Caller Relation to Patient
400
I may speak about billing and payments but am not entitled to PHI or PII of any kind without authorization. Who am I?
Who is Patient Spouse?
400
If I am poor on the call you likely are not smiling through the phone.
What is "Tone of Voice"
400
This call log should be used if a caller is referred to Patient or Guest Relations.
What is "Complaint - Quality of Care"
500
This information should only be read to the Patient or after establishing proper authorization of the caller. it a quality point that is graded along with asking for the address.
What is The Patient Phone Number?
500
when the address is used for verification I am oft forgotten but result in a critical error if not asked for
What is "the state" (zip-code is also acceptable)
500
If I call in I am to be directed to contact the Insurance company with which I have a Business Agreement with. Who or What am I?
What is a Third Party Administrator?
500
I should be given on every call including call transfers, outbound calls, and when someone has called us by accident.
What is "Call Closing"?
500
This call log is used in excess, yet will nearly always result in points lost, what am I?