Problem – My Medicare Advantage client called to tell me that she has being billed for services that she had already paid for. Her copay was $350 for the outpatient surgery but the facility billing department kept billing her for over $2000 which she ignored but now she was being threatened with collections.  

Action – Before I could get involved I told her she will need to call the insurance companies customer service and explain what is happening. Customer Service told her the office was wrong and she needed to call the billing department. She called the billing department, and they told her the insurance company was wrong, she needed to pay and then she called me.

Result – Now that we had everyone on the record. I called my direct broker manager to explain what was going on with documentation. She put a case manager on the job and within two weeks the debt was removed. Her initial copay was all she paid. She was relieved, the stress was removed and thankful for my assistance. Now she is my advocate in referring me to her friends.