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It is important to identify the reason of the call to be able to provide the best assistance as soon as possible and in the most accurate way.

 

For instance, if patient is receiving a bill from a pharmacy or laboratory, we would not be able to help them because we do not handle third party billing information.

 

That's why is really important for you to ask yourself these questions before you continue with the call

Who is calling?

(Pt, laboratoy, insurance)

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If not a patient, where are they calling from?

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What do they need?

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Is this regarding one of our clinics?

Rios Billing Department Procedure

              Do transfer to billing 

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  • Patient received a bill from our clinic

  • Patient wants to pay a bill or make a payment plan 

  • Called is requesting patient's insurance information

  • Claims information for services we bill (not third party)

              Do NOT transfer to billing 

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  • Patient received a bill NOT from us (have them call the place that is sending the bill

  • Billing records are requested (this is handle by medical records department)

  • When a third party provider is calling

Obtain the most accurate information and identify the caller's inquiry.

 

Remember to send a message to the billing staff before transferring a call with a brief explanation of the inquiry  and the respective chart number to let you know if your request can be attended at the moment. You can always reach Priscilla Rodriguez or Sandra Oropeza through spark.

 

If no one is available immediately, confirm callback number and best time to contact or provide billing direct line 855 978 5533

If you find a patient with a Pending Balance you must inform patient that in order to continue medical care the balance must be taken care of, please contact Priscilla  or Sandra via spark. 

IF

1) Collections team did not respond, transfer to direct line and edit note

2) Patient states he will pay the amount owed during the appt, edit note and inform patient that if balance is not payed the appt will have to be rescheduled.

3) Patient states they can't or won't pay, reschedule or cancel appt accordingly

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