Subject: FW: My EOB'sIt's no wonder some industries are struggling to keep customers happy. This email has insider language, numbers that mean nothing, rules that have no justification, hollow service, and writing that shows little empathy for the customer.
Hi Thomas, I work with Sue and she gave me your eob's. I called and spoke with Cindy (ref#cindy2346780). When a code is billed like the 34555 and there is no modifier, they go by the cpt code. If there is a modifier and units that are billed, it is driven by the dx code and the units billed. The one where they only applied $90.00 didn't have a modifier or units so it paid off the cpt code only. Please let me know if I can be of further service to you. You can reach me at XXXXXX.....Jane
Customers don't want to know how hard it was to find the answer, and they certainly don't want to know every detail of how your billing system works. They want to know the answer to their question (or solution to their problem), how to find the answer in the future (if it's an easy answer), and they want to be reassured that they can contact you if they're still having problems.
I took a look at your request for information regarding your EOB's. It looks like the $90.00 was paid based on the "cpt" code. This means we paid it based on the Current Procedural Terminology code, used by most insurance companies to determine how much the physician will be reimbursed based on the procedure performed.
If that doesn't seem correct, or if you have more questions, please give me a call at xxx-xxx-xxxx. I can do a more thorough job of explaining how the payment was determined through our billing system.I hope that helps,
We often overlook clarity in our emails, in favor of brevity and convenience. It may be easy for us to do, but it's almost impossible for our audience to understand and often leads to numerous follow-up emails, when one clearly-worded email may have solved the whole problem.