Medical bills and questions can be such a headache, but we all know that feeling of relief when you finally get someone on the phone who can help!
I’m proud to be part of a 24/7 expert customer service team that helps answer any questions patients may have about Compression Solution’s products and billing.
I started my career at Compression Solutions as a patient care tech. In this role, I taught patients how to use our DVT prevention products and how compression sleeves can save a life post-surgery.
Further reading: see our top customer service product questions.
Now in customer service, I still help train facilities on using our TriplePlay pumps while answering patient questions from device troubleshooting to billing concerns.
Here are some top questions I get about medical billing and ways I see customers making the most out of their partnership with Compression Solutions.
Helping with Patient Billing Confusion
When a patient receives a bill for one of our devices, they can call our customer service number, and we will help them understand why they are being billed.
Here are the most common billing questions our customer service team receives:
Why am I being billed?
Compression Solutions will always try to bill the patient’s insurance company first. However, insurance doesn’t always cover the amount for the product. When this happens, we offer a reduced patient-pay amount of $98. Unless it’s a Federally funded insurance, in that case we follow their EOB.
Why won’t insurance cover my device?
Certain insurance companies like Medicare will deny sequential compression device (SCD) sleeves because it isn’t part of the insurance plan. However, some insurance companies will cover these life-saving devices because they know they can help prevent further issues or hospitalizations.
I didn’t sign anything to get the bill, so why am I expected to pay?
Before prescribing DVT sleeves, patients and physicians actually do have to sign a bill sheet to give consent. It’s important for medical providers to help patients understand paperwork and financial responsibilities.
I did not use the product, so why do I have to pay for it?
We never want to hear that a patient skipped therapy with a potentially life-saving device! That’s a clear sign that a medical provider might not have provided adequate education about the risks associated with postsurgical blood clots.
Learn more about the dangers of blood clots after surgery.
Customer Service Starts with Customer Education
Many of the potentially frustrating issues around medical billing can be avoided with proper patient education.
During onboarding, Compression Solutions key account managers teach facilities how to properly fill out bill sheets and how to teach patients about the importance of DVT prevention. We know that’s the key to a successful partnership.
Of course, education is an ongoing process. We’re happy to take over insurance or product questions so facilities don’t have to. Each person on our team averages 15 calls per day.
As long as healthcare providers discuss the product with the patient in advance, we can help take away some of the confusion that comes with product usage or billing.
By working together, we can help ensure better medical outcomes and a better patient experience.
Why Customer Service is Key for Facilities
We take troubleshooting calls at all hours. So, if a patient needs to use their device but is having trouble, we are there to help them. If a patient calls afterhours with a billing question, we will follow up the next business day.
When a patient receives our product, the customer service number is included right inside the box. When they receive a bill, it’s included clearly at the top of the page.
If there are any product issues, we handle all product replacements within one business day.
Our 24/7 customer service means that facilities don’t have to worry about taking calls or replacing products.
