How to handle a bill inquiry?

Just a friendly reminder for bill inquiries….If a patient/customer calls your store asking about a bill received, please refer to your interactions tabs via MVE for applicable details. If the notes state that the patient owes a balance, 1.) pls redirect them to their ins company. Our notes and pt’s outstanding balances are created after claims are processed. Thereof we won’t be able to tell them anything different from what they have received.
If there are no details provided in the tab, 2.) please obtain a name and phone number, DOS, and notify us, your billing department via direct message via MVE.
Please be advised option #2 is to be used if there are NO applicable notes in the interactions tab via MVE.
Thanks in advance for your understanding.
-BD