A few months later, one of this physician’s patients walks into your billing office, demanding an explanation as to why she is now responsible for the entire cost of her MR imaging study, since her insurer refused to pay for an imaging study that she thought was covered by insurance. She is highly upset because she is a single parent, has just been laid off, and does not have the financial resources to pay for this study. Your staff has trouble calming down the patient and calls you to the office for help.
Question 2 of 3: What is the most professional way to handle this situation?
Tell your staff that they are responsible for taking care of this patient’s concerns and that you are responsible only for interpreting and reporting the results of this study.
Tell your staff that you feel sorry for the patient and that they should automatically waive all charges for the MR imaging study.
Tell your staff to send the patient back to her physician immediately so that he can explain the situation to her.
Meet with the patient in order to explain to her that the bill is her responsibility, as indicated in her contract with her insurer, and that she ought to make arrangements with you for an extended payment plan.
Meet with the patient to obtain the details of her situation and to make a future appointment to discuss this matter after the practice has fully reviewed it.