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.