| Insurance companies...people cringe at the thought of | | | | just wanted some answers. |
| dealing with them. I happen to be one of those people. | | | | So, off to calling the clinic to find out what happened. I |
| My heart starts racing and my blood pressure goes up | | | | decided that I was going to make a conscious effort |
| a few points just thinking about dealing with them. If | | | | to not sound desperate or rotten on the phone. I was |
| you have to ask a question about a claim or check on | | | | going to say, "please" and "thank you" as often as I |
| the status of a claim, you can spend hours on the | | | | could just so I could get some answers. I had to speak |
| phone. I currently have a company that works with me | | | | to two different billing departments for this clinic - a |
| to handle my insurance claims. If I have a question, I | | | | physician side and a hospital side. With the physician |
| can call them instead of my insurance company. | | | | side, the woman was great. She took her time looking |
| However, with what I'm about to share with you, that's | | | | things up and I always said thank you for her help. She |
| not always easy, either. | | | | finally came back and told me that she actually saw a |
| I recently received an insurance explanation of benefits | | | | credit on our account! She answered all my questions |
| from my insurance company. This basically tells me | | | | and we even laughed about things in the end. She then |
| when I went to see the doctor, how much the doctor | | | | transferred me to the hospital billing. I thought to myself |
| charged, how much my insurance company paid and | | | | that if I were to act all drippy, sweet and not sound |
| what I owe based on my co-payments, deductibles, | | | | aggravated and upset, I actually got somewhere |
| etc... Earlier this year, my husband went through a | | | | because the people helping me appreciated my |
| lengthy procedure that was quite expensive. We | | | | attitude and were more willing to help me. |
| anticipated this and paid our complete deductible up | | | | I got the same reaction from the person I spoke to at |
| front to avoid any major costs down the road. When I | | | | the hospital billing side. I told him my concern and what |
| recently received this explanation of benefits, it stated | | | | the other billing department told me. He was great, too. |
| that we owed a substantial amount of money. | | | | He answered all my questions and even said he was |
| Needless to say, I panicked and so did my husband. I | | | | happy that I brought it to his attention because there |
| promised him I would handle it, however. We knew we | | | | was a lot going on with our account. He wanted to |
| did not owe that much. So, I contacted our company | | | | take time to review it and call me back. I thanked him |
| and asked them about it and I faxed over the | | | | and let it go. I felt so relieved after I got off the phone |
| document that the insurance company sent me. They | | | | with him and realized again that niceness pays off. |
| promised me they would look into it after hearing what | | | | He called me right back and sure enough, he said I also |
| happened. By the way, I should also state that this | | | | get a credit from that billing department and he said |
| company we work with to handle our claims assured | | | | that he already put the credits through on both sides. A |
| us earlier this year that if we paid our deductible up | | | | check was being mailed to me for the full amount. |
| front, we could avoid all these huge costs. | | | | I hung up the phone and sat back pondering what had |
| I get an answer back from our company stating that | | | | just transpired. If you are nice, and calm about a |
| we don't owe all that money...PHEW! However, we do | | | | situation, people are more willing to help you and take |
| still owe a few thousand dollars...WHAT??? Panic | | | | care of your needs. We are all human beings and we |
| again. I decided to take a deep breath and give them a | | | | all want to be treated with respect, even if we are |
| call. I spoke with my lovely friend at this company who | | | | mad, upset, confused or panicking. It helps if you are |
| understood my concern, but then had to have me | | | | pleasant and nice asking questions, too. |
| speak to their claims person. Knowing what I know | | | | In case you were wondering, the insurance company |
| about Customer Service and how you should deal | | | | said we owed $11,545 for my husband's treatment. In |
| with customers, I expected her to be understanding | | | | the end after talking with the clinic who did the |
| and take my hand and walk me through what | | | | treatment, they went through all their insurance claims |
| happened. What she actually did was become | | | | they made on my husband and realized that we have |
| defensive, abrasive and basically blamed me for not | | | | a credit coming to us for $1400. What the insurance |
| understanding the rules and regulations. She basically | | | | company sent to us was outdated and not accurate. |
| was telling me I had to figure it out on my own with the | | | | I'm not saying that because I was nice, I got a refund. |
| clinic that handled my husband's procedure because it | | | | I'm saying that because I was nice, the billing |
| was no longer an insurance problem. Great...this | | | | departments were more willing to give me a quick |
| woman had the Customer Service Skills of a Grizzly | | | | answer and treat me with respect even though they |
| Bear defending her cubs. I kept myself in check to | | | | knew I was upset. My lesson for the day: Customer |
| make sure I wasn't sounding panicked or hot-headed. I | | | | Service can work both ways. |