Answering the Phone and Taking Down Information about Billing Questions

  • When answering the phone for any call, use the following greeting.  "Good (morning/afternoon/evening)!  Behavioral Medicine, PC, This is (insert name).  How can i help you?"

  • Jeff handles all billing issues. If someone is calling about a billing issue, ask the caller if they would be willing to hold briefly while you check to see if he is available. Then ask Jeff if he wants to take the call or take a message.

  • If he wants you to take a message, log all information on an ADMIN NOTE. Note the caller’s (nurse or admin’s) name, the patient’s name, billing information, and date of call. Be sure you listen attentively and ask enough questions to thoroughly understand and note their reason for calling. If needed, repeat the information back to the caller to clarify that you understand them. Let the caller know that you will relay the message to the appropriate therapist/individual.