Complaints with Patient Billing

Introduction

Date of Last Review 4/8/08
SME: Director of Financial Operations

Policy
The Harris County Psychiatric Center (HCPC) expects staff and any outsourced provider responsible for patient billing to act promptly {within two(2) business days} and respectfully to all complaints or questions regarding a patients account.  This policy applies generally to all forms to communications regarding patient billing questions or issues.

Any patient calls left to voice-mail/e-mail will be returned within 24 hours of receipt as to, at a minimum, confirm receipt of the communication and confirmation of understanding of the issue/problem.

Procedure
The following documents the operational procedure for handling questions or complaints regarding a patients account. 

Calls to HCPC:

1. The employee receiving the question/complaint should make an initial attempt to verify the issue is of a billing nature; otherwise, address the caller’s issues/question or forward to the appropriate respondent.
2. If the question/complaint is of a billing nature, the call(er) should be transferred to or provided the phone number (1-866-556-0523) of the billing provider.
1. If the caller has previously contacted this number and not received resolution to the question/issue, the caller should be provider the Director, Financial Operations phone number for handling.

Calls to Statements (Outsourced provider)*

3. Provider is required to address issue within 2 business days of receipt of call.
4. Calls are escalated through management when staff realize, they will not be able to resolve the complaint, they should immediately escalate to their manager. Depending on the nature and severity of the complaint, and at the discretion of the Outsourced Provider Manager, the Engagement Director will be involved.

Related standards

The Joint Commission : Leadership

JCAHO MA 4
UTHSC-H Handbook of Operating Procedures

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