✅ Tip: Have your insurance card, any recent bills, and a notepad ready before making the call.

INTRODUCTION

"Hi, my name is [Your Name], and I'm a patient of Dr. [Doctor's Name]. I have some questions about billing and payment options related to an upcoming visit [or recent procedure], and I'd like to speak with someone in the billing department or the office manager."

IF TRANSFERRED OR ONCE CONNECTED TO BILLING

"Hi, thank you for taking my call. I'm trying to better understand my financial responsibilities for my care. I have a few questions about billing and coverage. Could you help me with that?"

📋 Questions to Ask Before a Scheduled Appointment or Procedure:

  • Is this service or procedure covered by my insurance plan?
  • Is your office in-network for [Insurance Company Name]?
  • Do I need prior authorization for this visit or procedure?
  • Can you provide a cost estimate for the visit/procedure?
  • Are there different costs if I pay with insurance vs. paying cash?
  • Are there generic medication options or less expensive alternatives available?
  • Do you offer financial assistance or a payment plan?
  • Who can I contact at your office if I have billing issues after the procedure?

📋 Questions to Ask After Receiving a Bill:

  • Can I get an itemized bill with a breakdown of all charges?
  • Can you explain what each of the charges on this bill means?
  • Is there a possibility that any charges were entered incorrectly?
  • Has my insurance been billed? If so, what did they cover?
  • What is the total I am responsible for paying?
  • Are there discounts for prompt or full payment?
  • Can I set up a no-interest payment plan?
  • Do you offer financial hardship programs or charity care?

IF YOU NEED TIME TO DECIDE

"Thank you for this information. I'd like to review it and follow up if I have more questions. Could I get a direct number or email in case I need to reconnect?"

CLOSING

"Thanks again for your time and help today. I really appreciate your support in helping me understand my options."

✅ After the Call:

  • Write down the name and title of the person you spoke with
  • Note the date and time of your call
  • Summarize any instructions or follow-ups discussed
  • Save any confirmation numbers, estimates, or email follow-ups