Query Process

Hello, we are trying to outline out query process and want some more insight - When you query a provider and they do not respond to the query, how many more attempts should there be to the provider to get a response before not billing for the service in question? Thank you!

There have been a few different policies at the 2 hospitals I've worked at, but they're pretty consistent in how they do things. We would send the initial query and give the provider a week to respond. If no response, we would send a follow-up query and copy our supervisor and their practice/department manager on it. If no response within 3 days, we would send a final query and copy our director, supervisor and the practice/department manager on it. If no response, we would write it off as non-billable being that most of the queries were for clarification on issues that prevented us from billing the service.