---
title: Patient Financial Services Introduction
description: "The purpose of this guide is to introduce Patient Financial Services and clearly define a call script for Patient \nFinancial Services Representatives."
---

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# Patient Financial Services Introduction

## The purpose of this guide is to introduce Patient Financial Services and clearly define a call script for Patient Financial Services Representatives.

1\. Greeting   
“Thank You for calling Patient Financial Services my name is \_\_\_\_\_\_\_\_\_\_ Can you tell me who your bill is from?”   
2\. Once the customer tells you the reason they are calling, ask them the following questions to verify the   
account:  
✓ "Who is your statement form?" (Located on the top left corner of the statement)  
✓ "What is your account number?" (Located on the top right of the statement above "Please remit   
payment to...")  
✓ "What is the patient name and date of birth?"  
3\. Ending Script   
“Is there anything else I can help you with today? (thank again and/or say have a good/nice day/ kind ending   
salutation)   
Tools   
1\. Kareo   
2\. NextGen  
3\. FiEHR  
4\. CIPM  
5\. Zulu   
6\. Hubspot   
7\. Internet (Google)   
8\. Teams   
9\. Email (Outlook)   
10\. Work Done 

### Important Concepts

- Co‐Pay (Copayment)   
  A fixed amount for a covered service, paid by a patient to the insurance company   
  before patient receives service from physician. In the United States, copayment is a   
  payment defined in an insurance policy and paid by an insured person each time a   
  medical service is accessed.
- Coinsurance  
  Having a health plan that requires you to pay a coinsurance, or percentage   
  participation, rate means that you will essentially be splitting the cost of your   
  healthcare with your insurance carrier.
- Deductible  
  The amount you pay for covered health care services before your insurance plan   
  starts to pay. With a $2,000 deductible, for example, you pay the first $2,000 of 
  
  covered services yourself. 
  
  After you pay your deductible, you usually pay only a copayment or coinsurance for covered services. Your insurance company pays the rest. 
  
   ✓ Many plans pay for certain services, like a checkup or disease management programs before you have met   
  your deductible. Check your plan details.   
  ✓ All Marketplace health plans pay the full cost of certain preventive benefits even before you meet your   
  deductible.   
  ✓ Some plans have separate deductibles for certain services, like prescription drugs.   
  ✓ Family plans often have both an individual deductible, which applies to each person, and a family   
  deductible, which applies to all family members.   
  Generally, plans with lower monthly premiums have higher deductibles. Plans with higher monthly premiums   
  usually have lower deductibles.

 

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