lbristol
Guest
I hope someone can help me with this....our front office collects copays for office visits that are not annual routine exams. Sometimes the insurance company will process and pay the claim at 100% w/o acknowleging the copay on the EOB. We don't mind refunding the patient for any credit balances, however, I'm afraid the insurance company may come back some time later and reprocess the claim leaving the patient with a balance. If we are contracted with the insurance company and we collect the copay at the time of service, are we obligated to refund it to the patient if the claim is processed incorrectly? what is the correct way to handle this? Thanks!