A Patient Calls with a Billing Problem Stating the Fee

question 51

Multiple Choice

A patient calls with a billing problem stating the fee was too high. When the medical assistant checks, the account she finds the proper fee was charged. What would be the best approach is to use in this situation?

• A) Tell the patient that the bill is correct
• B) Speak to the provider before responding to the patient
• C) Explain each individual charge to the patient but tell him the payment is due
• D) Tell the patient that healthcare is expensive
• E) Adjust the amount anyway because the customer is always right

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Definitions:

Ethical Framework

A structured set of guidelines or principles designed to guide decision-making and conduct, particularly regarding moral or ethical issues.

Critical Approach

An analytical perspective that questions assumptions, structures, and powers within social phenomena, seeking deeper understanding and potential transformation.

Developmental Approach

A strategy or methodology focused on the progressive growth or evolution of a concept, project, or individual skills over time.