1 1 Discussion unfair experience.docx

I then requested to speak with the billing manager

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my payment over the phone. I then requested to speak with the billing manager and was told she was unavailable. I gave the billing rep my phone number and requested that she call me back to discuss this billing error. No one ever called, after waiting two days. I then called again and requested to speak directly to the billing manager. I finally got the chance to speak to her and I explained that there was a billing error and that I was disputing the bill. The billing manager said she would have to open an investigation and get back to me. Finally, I heard back and the billing manager who agreed there was an error. The final outcome was my invoice was adjusted appropriately. I think several things could have been done differently to improve my situation. First off, someone should have reviewed my invoice before it was sent out and cross referenced to my hospital medical records to ensure accuracy. Second, the first billing rep I spoke with should have taken the time to review my invoice like the billing manager did. The third suggestion would be to implement an edit check to confirm the information on the invoice to my hospital medical record to prevent future billing errors. Thank you, Anne
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  • Fall '18
  • Physician, Surgeon, Anne Murtha

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Christopher Reinemann
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