Staged procedure? If so, try splitting the claims up into 2010 service dates on one, and 2011 on the other; then send a reconsideration request/corrected claim, advising that services provided in 2010 should be processed for payment utilizing the benefits that the patient had on each service date (for which I'm sure you verified coverage), and not their benefits at the time of adjudication.
As for the 2011 dates of service; if they're subject to a new deductible, then they're going to have to pay it. A lot of people don't know anything about their insurance coverage, and forget about deductibles (if they even know they've got one). It sucks for patients whose treatment came with bad timing for their insurance coverage, but in the future, you can spot these situations ahead of time, by considering their current plan when you're verifying coverage - did they have a deductible to meet this year? If so, it's not likely to disappear next year. Let the patients know that they're going to be responsible for a portion of the procedure well ahead of time, and you can establish a payment plan with them, rather than shock them with a large bill after the fact. They're going to have to meet that deductible sometime, anyways - might as well get it over with early. Hope that was some help...
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