If the billing department is removing the unlisted code, what are they submitting in place? You are correct...If there isn't a CPT code to properly report the procedure, an unlisted code must be reported. Per CPT (front of your book)..."Select the name of the procedure or service that accuratley indentifies the service performed. Do not select a CPT code that merely approximates the service provided. If no such specific code exists, then report the service using the unlisted procedure or service code".
Unlisted codes can become difficult when seeking reimbursement but submitting proper documentation and possibly an appeal is the correct course of action. I would present the citation from CPT to your billing department and take this to administration if all else fails.
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