Inbound Calls for Self-Pay Group
Agent Instructions
Verify HIPAA and ask necessary probing questions before sharing the Advance Pay team’s phone number.
DO NOT PROVIDE the Advance Pay Team’s Phone Number if
- The patient only requests an insurance update (follow the standard process).
- The patient seeks an estimate before making a decision (follow the standard process).
- The patient wants to bill insurance and provides insurance information (follow the standard process).
REQUIRED TO PROVIDE the Advance Pay Team’s Phone Number if
- The patient wishes to pay for the test.
- The patient needs general information about their test.
- An estimate was provided, and the patient has chosen to pay the self-pay rate.
Script
Another team handles your case. Do you have a pen and paper to write down their number? It is 844-216-9642. Their hours of operation are Monday to Friday from 09:00 AM to 05:00 PM CST
Last update by: Nina O (Oct 30, 2024)