Annual PE with E&M, Please HELP!!!!

Yathink67

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Lockport, NY
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We did an annual physical on a gentleman, and also addressed his diabetes as not being very compliant. We billed commercial insurance for 99396 with dx z00.00 and 99213 modifier 25 with E11.9
Insurance allowed both charges, paid for the physical and the E&M was applied to his deductible. My question is, how do you explain these charges to the patient. They don't seem to understand two charges
on their account even after explaining it to them, and some of them get quite upset.
 
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