We have had this same issue come up with consults. One of our commerical carriers still accepts consults. The patient's coverage does not cover consults, only office visits so the carriers are telling the patient's it was billed incorrectly. I called our provider service rep and pointed out to our provider service rep that without a copy of our office note, the csr talking to the patient can have no idea about our documentation and what is correct and incorrect billing. Our provider service rep sent out a mass memo to the csr's and we havent really had a problem. I also politely tell patients that what is medically necesary and what is billable may not be covered by their insurance depending on their coverage.
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