WorksheetsMT Customer Service
Total questions: 22
Worksheet time: 6hrs 30mins
If a person is calling to make a payment on the patient's account, what are the 4 forms of identification they can use to identify themselves to make that payment without a consent form?
A. Full Name, DOB
B. Employer Name, Emergency Contact
C. Physical Address, Social Security Number
D. Both A & C
E. Both B & C
Betty called and spoke to a Customer Service rep because her payment was not reflected on her statement. What is the next step the rep should take?
CSR requests that payment is allocated to Patient Accounting and notify patient
Verify the identity of person >research system for missing payment> refer item to resolution through payment posting
CSR notifies supervisor to research payment
None of the above
Once a note has been entered on the patient’s account, the note can be corrected for errors.
True
False
A fixed amount per contractual period that a patient pays before health insurance will begin to pay.
Copayment
Co-Insurance
Out of Pocket
Deductible
What is the definition of EOB?
A. Notice of explanation of reasons for payment, adjustment, denial or non-covered charges of a medical claim
B. Explanation of an outstanding balance to the provider
C. Bill sent out to patient explaining what portion was paid to the pharmacy
D. Both A & C
Name 3 Characteristics of a good, high quality CSR Rep?
Defeated, Helpless, Bewildered
Professionalism, Personal, Polite
Unpleasant, Nervous, Obnoxious
Uptight, Mysterious, Amoral
Name the standard form use for charges from hospitals?
A. CMS-1500 Form
B. CMS-1300 Form
C. UB-04 Form
D. Both A & C
What are 3 common call reasons within Customer Service?
Denied claims which have passed to patient responsibility
Disputes about charges billed or payments collected
Patients who cannot make full payments on their accounts or calling to make payment arrangements
All the above
The explanation of benefits (EOB) is an itemized statement made by a payer in response to a claim. What is listed on an EOB?
A. Actions the payer is taking on each item of claim
B. Details of denied charges, payments made, and reductions in charges due to contracted agreement with providers
C. Both A & B
D. Prescriptions
A customer service rep is responsible for answering billing questions or concerns from multiple sources including patients, family members, attorneys and payers.
True
False
Jack contacted a customer service rep to request payment plan. What steps should the rep take?
CSR transfer call to billing manager
CSR connects the patient to the payment vendor
CSR advise patient it’s not their responsibility
None of the above
What is the name of the application process for patients that indicate they are unable to pay and have no insurance?
A. Charity Application
B. Mobile Application
C. Patient Healthcare Application
D. Both A & C
Protecting Patient Health Information is the responsibility of everyone at Steward?
True
False
What is the definition of Patient Communication?
Disregarding or invalidating patient feelings.
Any time one party misunderstands the words or actions of another.
Any form or inquiry or comment received from the patient or patient's rep via phone calls, face to face interactions, written correspondences electric mail.
All the above
Patient demographic and insurance information is obtained at which stage of the patient access process?
Servicing
Patient Scheduling & Pre-reg and registration where not already validated
Billing
Claims processing
What is the Role of a customer service representative?
Primary point of contact and representative of the organization to patients and guarantors who have issues with their bills
Correspond with customers to resolve coding and posting issues
Ensure payment for services by verifying benefits with insurance provider
All the above
Name 3 types of Patient Responsibilities?
Co-payment
Deductible
Co-Insurance
All the above
What is a fixed percentage a patient pays for services?
Co-Payment
Co-Insurance
Deductible
None of the above
What is a small fixed amount a patient directly pays a provider for specific services?
Co-Insurance
Deductible
Co-Payment
None of the above
Which tab will allow you to view charges, non-charges or all transactions?
Transactions
Claims
Coll Support
None of the above
Once you have added the new insurance, you can reorder that insurance by going to the Order by Eff Date Tab from the insurance tab.
True
False
Jackie is reviewing Susan’s account and wants to see all notes listed on her account. Which tab will allow Jackie to view all notes?
Insurance > All Notes
Coll Support > All Notes
Transactions > All Notes
Fin Summary > All Notes
