Health Information Technologies and Processes

Responding to Insurance Follow-up if Fax ROI Request Was Received

  • 1.  Responding to Insurance Follow-up if Fax ROI Request Was Received

    Posted 08-18-2019 18:08
    Hi Everyone,

    Can you please share your process regarding the above? We' getting a lot of calls and all the insurance Rep wants to know is, if we received their request. This interrupts our workflow a lot.

    Thank you so much.

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    Susan A. Oliver
    RHIA, CHPS, CPC
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  • 2.  RE: Responding to Insurance Follow-up if Fax ROI Request Was Received

    Posted 08-19-2019 07:47
    We are in the same boat. Constant barrage of phone calls. I ask repeatedly to discontinue the calls and that it would be more appropriate to call as it gets closer to the deadline.  They often call several times a day for the same request.  We tried changing our phone tree to send them to a voicemail ( "for questions about the status of a previous request, press 5").  The idea was that someone can check the vmail daily;  but they bypass that selection and choose the " the doctor or health care provider option".  We have caller ID and have become familiar with some of the organizations..so we dont pick up.  Very very frustrating.

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    Stacey Goodenough
    Manager of Medical Records / Privacy Officer
    Wayne Memorial Hospital
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  • 3.  RE: Responding to Insurance Follow-up if Fax ROI Request Was Received

    Posted 08-19-2019 10:38

    I have called the Supervisor or Manager and spoken to them directly in the past. She was apologetic and did ask if we were receiving too many calls. I found some success in having discussions with Management.

     

    Thanks,

    Karla

     






  • 4.  RE: Responding to Insurance Follow-up if Fax ROI Request Was Received

    Posted 08-22-2019 19:23
    Thank you so much, Stacey and Karla. It's good to know that I'm not alone.

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    Susan A. Oliver
    RHIA, CHPS, CPC
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  • 5.  RE: Responding to Insurance Follow-up if Fax ROI Request Was Received

    Posted 09-18-2019 00:00
    You should probably come up with a process to see if you want to respond back to the insurance companies via email, or by fax.  We respond by a return call or an email depending on how busy our day is.  As a supervisor I prefer my staff to respond back with a telephone call, even if you have to leave a voicemail with the status of their request.

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    Felicia Simon
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  • 6.  RE: Responding to Insurance Follow-up if Fax ROI Request Was Received

    Posted 09-18-2019 04:12
    Thank you so much for the response, Felicia.

    Respectfully,
    Susan

    Sent from my iPad