Back 2 Basics
Ask, Acknowledge, Assurance
What is 3Part Start
DME
What is Durable Medical Equipment?
Tab where you will find responsibility of payment.
What is Financial Detail?
Friendly and professional introduction
What is greeting?
This can be done if there is good cause
What is Reinstatment?
Who, What, When, Where, Why, How
What is documentation?
COB
What is Coordination of Benefits?
Billed over member responsibility on a paid claim
What is Balance Billing?
We try to walk caller through process to prevent this
What is Call Silence?
Money received back after services were paid OOP.
What is Reimbursement?
Member verification
What is Hipaa?
LIS
What is Low Income Subsidy?
Place showing what services are being billed
What is Service Line?
We want to place ourselves on mute and not place caller on this.
What is Hold?
Intent used to search copays, cost-shares for medical services.
What is Review Medical Benefits?
Voiced complaint of dissatisfaction
What is Verbal Grievance?
ATS
What is Appeals Tracking System
Status showing payment scheduled to be paid.
What is Pending?
Expressing this can calm a caller
What is empathy?
Program earning received goods for completing specific activities.
What is Renew Rewards?
Outside box resolution
What is Embracing the Grey?
CTM
What is Complaint Tracking Module?
2 digit code adjustment for service that was altered
What is Modifier?
Casual and light hearted conversation
What is small talk?
An opportunity to set up a plan to help with past due amounts.
What is Repayment Plan?