CRCR Certification Exam

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During a follow-up call, a patient disputes a charge on their statement, stating it is incorrect. What is the best practice for the revenue cycle representative to follow?

Immediately transfer the patient to the clinical department. Insist that the charge is valid and demand payment. End the call and note the patient's refusal to pay. Listen to the patient, place the disputed amount on hold, and initiate an account review.

Correct Answer:

Listen to the patient, place the disputed amount on hold, and initiate an account review.

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