A new article out of UNC Neurology focuses on Managing Patient Dissatisfaction and Billing Reconsideration Requests in Outpatient Clinics, authored in partnership by Jorge L Almodovar MD, Heather Ritchie, MSN, RN, NE-BC and Sharmila Soares MSN, RN, CNRN,. This article will be published in the April 2024 issue of the Journal of Nursing Administration.
Understanding how drivers of satisfaction apply to a specific case improves the quality of the negotiation process between the service provider and the consumer. A compassionate method, rather than unsympathetic and unbending approaches, increases the chance of a successful reconsideration outcome.
Abstract
Nurse leaders in many settings are responsible for clinic operations. Knowing the medical and financial stakes of each patient encounter, it is not surprising to encounter patients requesting reconsideration of bills after services are provided. This article provides recommendations on how to successfully navigate billing reconsideration requests in outpatient settings.