Assignment task: I need help with a response for the following.
Explanation of Benefits (EOB) is a document that is sent to the patient from their health insurance company for medical services rendered. This document has a list of medical treatments and/or services that have been paid for by the insurance.
If I encountered an angry patient about their EOB, I would first apologize to the patient and then calmly reiterate the reason they are upset, so they know that I am really listening to their concerns, and then I would then let them know that I would be happy to help them and understand the situation. I would go over the patient's charges in question, and then go over the terms of their insurance policy with them to see if we all can understand the reasons for the charges. If the charges seem to be false, I would let them know that I will act as their advocate to try and get these charges in question paid for. When you use goodwill, it can be built for the medical office when you problem-solve and communicate well to fulfill the patient advocate role.