Hint: Make sure to check your documentation and the payer's policy. You've coded what you're sure is a bulletproof claim for an E/M code and punctal plug insertion. You were sure to append modifier 25 to the E/M code to show that it was separate from the procedure. Your carrier, however, denies payment for the E/M service -- here's our expert game plan. Should you: a. look at your documentation? b. check the insurer's policy? c. contact the payer's medical director? d. appeal citing HIPAA and CPT® rules? Actually, coding experts recommend you do all four. 1. Verify Encounter Meets Modifier 25 Criteria You should first check that your chart note supports billing the E/M with modifier -25 (Significant, separately identifiable evaluation and management service by the same physician on the same day of the procedure or other service). Every procedure has a small E/M built into it to represent the preoperative work associated with rendering a procedure. So you must show that you performed a significant, separate service from the procedure or other service. Medical necessity must exist and be documented to support the performance of an E/M service. This could be the result of an established patient with new symptoms or worsening symptoms for whom a new exam and medical decision-making are necessary. Example: Report 68761 (Closure of the lacrimal punctum; by plug, each) on two lines and append E2 (Lower left, eyelid) and E4 (Lower right, eyelid), plus modifier 51 (Multiple procedures) to the second procedure. For example, you would report 68761-E2, 68761-51-E4. Link 375.15 (Other disorders of lacrimal gland; tear film insufficiency, unspecified) to the punctal plug closure codes. Also report the appropriate-level E/M service with modifier 25 and link it to 379.91 (Pain in or around eye). Tip: 2. Read the Payer's Rules Some insurers will not pay for an E/M service in addition to certain procedures or other E/M codes, regardless of your documentation. And if your contract specifies these restrictions, you shouldn't waste time appealing the decision. Better method: 3. Involve Others in Across-the-Board Rejections But how do you know when a payer's denials have gone from contract-approved denials to inappropriate activity? If an insurer never pays a modifier 25 service, you should find out why, experts advise. Insurers should recognize that an ophthalmologist may sometimes have to provide a separate service. If a payer consistently rejects modifier 25 claims, raise the ante. Talk to the medical director, and involve your local medical board. 4. Appeal With Regulation, Documentation When you appeal a modifier 25 decision, remind the insurer of two facts: 1. HIPAA requires that government and third-party payers use ICD-9 and CPT® as the official code set. Because CPT® clearly defines the appropriate use of modifier 25, the insurer must accept the modifier. 2. You have submitted the claim based on documentation that supports using modifier 25. Include a copy of CPT's "Appendix A -- Modifiers" description of modifier 25 along with a standard form letter.