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Calling Script

The document provides a script for an insurance representative assisting a provider's office with checking eligibility and claim status information. The script outlines the representative asking for the callback number, member ID, patient name and date of birth, date of service, billed amount. It also provides instructions for if the agent needs to place the call on hold to look up information, or check additional claims. The closing of the call involves providing the claim number and call reference number to the agent.

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senthil kumar
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27K views2 pages

Calling Script

The document provides a script for an insurance representative assisting a provider's office with checking eligibility and claim status information. The script outlines the representative asking for the callback number, member ID, patient name and date of birth, date of service, billed amount. It also provides instructions for if the agent needs to place the call on hold to look up information, or check additional claims. The closing of the call involves providing the claim number and call reference number to the agent.

Uploaded by

senthil kumar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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CALLING SCRIPT

OPENING CALL:

INS : Thanks for calling BCBS, this is SANDY, & How May I assist you?

AR : My name is DAVID, I am calling on behalf of ________Doctor


office to check Eligibility/Claim status for a patient.

INS : May I have the Call-Back No #?

AR : My Call-Back No# is 1-800-295-6792.

INS : What is the Member Id?

AR : The Member Id is XYZ123456789.

INS : Can you please verify the patient Name and DOB?

AR : Patient name is Linda Far and the DOB: 01/07/1992

INS : what is the date of service and Billed Amount?

AR : 01/26/2000 and the Billed Amount is $1500.00

IF AR WANTS TO SEARCH SOMETHING &PLACING REP ON HOLD

AR : I want to verify/pull the info from system. May I place the call
on Hold for 2minutes?

AFTER REMOVING THE HOLD

AR: Thank You for being on Hold or Thank you for waiting..The Info
is …………..

IF AR WANT TO VERIFY THE STATUS FOR MORE CLAIMS


AR : I have one/few more claims to verify the status, will u please
help on those claims?

CLOSING CALL

AR : May I know the Claim Number?

INS : Yes. The Claim Number is 123456789-00.

AR : May I have the Call Reference Number for this call?

INS : Yes. The Call Reference No#123-4567-8204

AR : Thank you so much for Assisting and Have a nice day.

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