If a patient disputes charges after a service, what is the best initial action?

When a patient disputes charges after a service, the most appropriate initial action is to seek clarification from the billing department. This approach allows for a careful review of the disputed charges and helps to understand the specifics of the situation. Consulting with the billing department ensures that you are informed about the details of the charges, including any coding issues, discrepancies, or misunderstandings that may have arisen.

Taking this step is essential in addressing the patient's concerns effectively. It demonstrates a commitment to resolving the issue in a transparent and professional manner. By gathering accurate information from the billing department, you can provide the patient with a clear explanation, which may help resolve the dispute amicably and avoid potential escalation.

This approach is preferable compared to ignoring the complaint, which could lead to further dissatisfaction and damage the relationship with the patient. Requesting full payment immediately without addressing the dispute can be perceived as dismissive and will likely lead to increased frustration for the patient. Automatically refunding the charges might not be appropriate without understanding the reason for the dispute, potentially resulting in financial losses for the practice if the charges were justified. Thus, consulting the billing department is the most constructive first step in this scenario.