Author Topic: Overpayment/Refund Process  (Read 1814 times)


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Overpayment/Refund Process
« on: March 22, 2013, 06:20:59 AM »
Do you provide this for your clients? Typically we do not but have had a request. What is the charge range for this service? How do you manage/execute the service beyond monthly report review, request submissions to carriers, patient refunds, documentation, etc.? Looking for best practices. Thank you!


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Re: Overpayment/Refund Process
« Reply #1 on: March 22, 2013, 09:42:19 AM »
I'm not exactly sure what you are asking here. 
If you are asking if we cut checks and mail them out to patients for over-payments then the answer is no.  If you are asking if we handle all of the record keeping and provide reports back to the office then the answer is yes.  I personally don't charge anything extra for the service it is just part of what I do.  I will tell you that based on experience the software you are using will play a big part in whether or not you can really do this well and how easy it is to do it. 
On the patient side you also need to know if the over-payment is going to be used as a credit to apply to future services or if it is going to paid out to the customer. 
If you are talking about it on the insurance side then you really need a program that handles takebacks.
In addition you will need reports that cover takebacks and patient credits.  If your program handles those things well then it shouldn't be too big of an ordeal in my opinion.


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Re: Overpayment/Refund Process
« Reply #2 on: March 22, 2013, 10:23:13 AM »
I agree with gurmedbill, I don't actually cut the checks or do any accounts payable what-so-ever (TOO much liability, in some states it may even require a surety bond to handle cash at all. )

I will also add... that if there is a practice with a LOT or over the "normal average" of overpayments/credits, the practice is doing something wrong, and in my experience that should be the focus of your services.. getting to the bottom of the reason WHY there are so many and how to "fix" it. It could be as simple as benefit verifications and collecting too many deductibles/copay's. It could be that there are assignment of benefits being done when it shouldn't be.   I would definitely want to know WHY they need someone on the outside to handle these because it could mean there are too many and it's a problem.
Linda Walker
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Re: Overpayment/Refund Process
« Reply #3 on: March 24, 2013, 05:18:28 PM »
Thanks for the suggestions and additional insight.