Insurance calling process - Script for Claim under process

Insurance calling - step by step for claims under process


If A/R caller receive this answer, then they have to throw the following questions,


1. When did they receive the claim?
2. How long it takes for process?
3. What is the normal processing time for the claim?
4. Can I call next week to check the status of this claim?Close the call. *

Calling Script



DAVID is the name of the person in our billing office and he is calling the insurance company BC/BS of MD for checking on claim status.

DAVID : Dialed insurance company telephone #.

Insurance Rep : Picks the phone “ Thanks for calling, this is SANDY, how may I help you today”

DAVID: “My name is DAVID, I am calling from Doctor office and I would like to check claim status for a patient”

SANDY : “Which doctors office you calling for?”

DAVID : “I am calling from General Oncology Associates”

SANDY : “What is your telephone #?”

DAVID : “My telephone # is 1-800-295-6792”

SANDY : “What is the patient’s Social Security Number?”

DAVID : “The social security number is - - - - - - - -“

SANDY : “Can you hold for a moment, I will pull up this patient record”

DAVID: “Yes, Please”

SANDY : “who is the patient?”

DAVID: “patient name is Linda Far”

SANDY: “what is the date of service?

DAVID: “01/26/2000”

SANDY: “what is the billed amount on the claim? DAVID”

DAVID: “Yes, SANDY, the billed amount on the claim is $1500.00”

SANDY: “Can you hold for a moment, I will search for that claim”

DAVID: “Yes, SANDY”

SANDY: “Thank you so much for waiting, this claim was under process”
DAVID: “When did you received this claim?”

SANDY: “We received this claim on 02/15/2000”

DAVID: “How long it takes for process?”

SANDY: “It takes a week or two to process”

DAVID: “What it the normal processing time for the claims?”

SANDY: “the normal processing time for the claim is 30 days from the date on which we received the claim.”

DAVID: “Can I call back after a week time to check the status of this claim.”

SANDY: “Yes, you can..”

DAVID: “Thank you so much for your information and have a nice day”

SANDY: “you too, bye”

Insurance verification process

2 comments:

syed said...

i really liked it

Vinoth M said...

Thank you it would be useful for me

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