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To the lady whose doctor's office screwed up: Thank you. I love you. And give 'em hell. Today, the following occurred:
Cast of Characters:
Me:
AC: Awesome Customer
<Insert opening spiel and validation here>
Me: "And how may I help you today, AC?"'
AC: "I was wondering if you wouldn't mind going over a claim with me? It's for labwork on <Date>. Do you need the claim number?"
Me: *I love this lady. Asked politely, gave me some information but not too much, and offered more* "No, thank you. I see it here. While it loads for me, what's your question?"
AC: "Well, I went to the doctor for my physical and a couple of vaccines, and I know when I called <Insurance> before I went to the lab, they told me that all of the labs I listed were on the preventive care list, but my EOB says I have a responsibility. I was wondering if you could check and see if this was a processing error or a billing error for me."
Me: *You.....you didn't insinuate that we did this on purpose just to spite you? I might cry I'm so happy* "I'm happy to check that out for you, let me take a quick look. *Scrolls through claim.* "I can see here it wasn't submitted to <Insurance> with a preventive diagnosis code on it, so it processed as diagnostic labwork."
AC: "Thank you. Hey, I have my copy of the labwork order from my doctor. If I tell you what diagnosis codes he put down, can you tell me if they're preventive so I know if I need to call his office or the lab?"
Me: *If I was 20 years older, into women, and in <Southern State>, I would propose!* "Absolutely. Let me just pull up my guide here..."
The rest of the call went as similar. She very nicely asked me to check some benefits for her, asked me to explain more about how her HRA worked, and, in the end, asked me if she could tell my supervisor how awesome I was. I happily transferred her over to BossLady's voicemail. The praise she left me was so glowing that BossLady's BossLady asked her to pull my call and save the voicemail because she wants to listen to it!
Cast of Characters:
Me:
AC: Awesome Customer
<Insert opening spiel and validation here>
Me: "And how may I help you today, AC?"'
AC: "I was wondering if you wouldn't mind going over a claim with me? It's for labwork on <Date>. Do you need the claim number?"
Me: *I love this lady. Asked politely, gave me some information but not too much, and offered more* "No, thank you. I see it here. While it loads for me, what's your question?"
AC: "Well, I went to the doctor for my physical and a couple of vaccines, and I know when I called <Insurance> before I went to the lab, they told me that all of the labs I listed were on the preventive care list, but my EOB says I have a responsibility. I was wondering if you could check and see if this was a processing error or a billing error for me."
Me: *You.....you didn't insinuate that we did this on purpose just to spite you? I might cry I'm so happy* "I'm happy to check that out for you, let me take a quick look. *Scrolls through claim.* "I can see here it wasn't submitted to <Insurance> with a preventive diagnosis code on it, so it processed as diagnostic labwork."
AC: "Thank you. Hey, I have my copy of the labwork order from my doctor. If I tell you what diagnosis codes he put down, can you tell me if they're preventive so I know if I need to call his office or the lab?"
Me: *If I was 20 years older, into women, and in <Southern State>, I would propose!* "Absolutely. Let me just pull up my guide here..."
The rest of the call went as similar. She very nicely asked me to check some benefits for her, asked me to explain more about how her HRA worked, and, in the end, asked me if she could tell my supervisor how awesome I was. I happily transferred her over to BossLady's voicemail. The praise she left me was so glowing that BossLady's BossLady asked her to pull my call and save the voicemail because she wants to listen to it!
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