Starting a Medical Billing Business > Starting Your Own Medical Billing Business

recording telephone conversations

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PMRNC:
It most certainly is not worth it because again, you must obtain the permission of both parties being recorded. The person can tell you they will pay out a million dollars and they will not be held to that based on a recording because of their disclaimer.   An appeal will NEVER be won with a recorded conversation, if it is it's just an administrative decision to do so.  You also have to consider that your claims rep's are like waitresses handling your food. <g>  Not smart to piss them off in this manner when they do NOT have to overturn a denial based on incorrect information given out.   I do have a possible solution that sometimes works, depending on the situation.   For high dollar claims I have my clients request a "pre-determination" where we send in a form with the services to be rendered and the fee, and other fields asking for eligibility date, etc. The carrier in turn will complete the form that YES or NO the fee is within U&C or within the fee schedule allowable, complete the eligibility date or it might even come back that the services are non covered.  We then file that in the patient's file. It's an extra step but can be helpful and more productive than recording phone calls.

Oh and that one biller that recorded and got a claim decision overturned.. she got lucky and embarrassed a claims rep into an administrative decision.. I'm only being honest when I say this, but I worked in claims departments for quite a few years and I would have stuck with the denial so long as the claim was processed correctly. 

rdmoore2003:
I agree with Linda, too.  If you document your call with time, name, etc but also you can get a confirmation number of the call and reference back to that call since it is already recorded.

DMK:
And that's the classy thing to do!

Antonysequeira:
I do agree with Regina... but i have come across with some insurance saying that is not a valid reference number for that insurance...  :)

ste:
Placing a strain on the working relationship with insurance reps that I've worked hard to cultivate had not entered my mind. Thanks to this string bringing it to my attention and after further consideration I told the prospective client that I would not record phone calls. To my surprise it turned out to not be the deal breaker I had feared and a contract was signed.

Thanks once again for your help.   

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