Certified Revenue Cycle Representative (CRCR) Practice Exam

What should providers primarily do during the balance resolution process with patients?

1. Stress to the patient that serious consequences may result from refusal to pay

2. Remind the patient of their legal responsibility to pay the balance due

3. Ask the patient if he or she would like to receive information about payment options and supportive financial assistance programs

4. Tag the patient's record for possible financial assistance for bad debt

The correct answer is: Ask the patient if he or she would like to receive information about payment options and supportive financial assistance programs

During the balance resolution process with patients, providers should primarily focus on asking the patient if they would like to receive information about payment options and supportive financial assistance programs. This approach emphasizes empathy and understanding, reflecting a patient-centered attitude that recognizes the financial strain some patients may experience. By offering information about payment options, providers can help alleviate the stress associated with financial obligations and foster an open dialogue regarding the patient's ability to pay. This not only helps in resolving the balance but also builds trust and encourages patients to take proactive steps toward managing their healthcare costs. Furthermore, providing information about financial assistance programs shows a commitment to supporting the patient's needs, which can enhance the overall patient experience. This method stands in contrast to options that focus on stressing consequences or legal obligations, which may create anxiety or resistance rather than encouraging constructive communication. Instead, a supportive approach can lead to better outcomes and increased patient satisfaction.