Scheduling, Clinical Communication

On a phone call introduction

Includes place of work, your name, and your position

Phone call etiquette

Ask someone before putting them on hold

Answer calls in order of when they came in unless there’s an emergency on the second line

Summarize plan at the end of the call

Insurance verification

Patient identity: name, dob, subscriber ID, group #

Coverage Status: active/inactive, coverage dates

Financial details: copays, deductibles, coinsurance, out of pocket maximum

Service limitations: visit caps, excluded services, frequency limits

Authorizations: prior authorization is required for certain procedures

Referral request

To make a correction

Draw straight line through wrong information making sure it is still legible. Write corr. And the corrected information above. Add your name title and date next to the correction

Correction in electronic forms

Add a new entry called addendum. The original note remains uncharged, but the new note clarifies information. Include name position and date on new note