On Monday, you were assigned Ms. Smith’s chart to call prior to procedure, and discuss the procedure, co-pay, having an escort, review her prep, and address any other questions before her appointment Thursday. After verifying her insurance you notice she has a $150 copay, you call her and have a lovely conversation, you tell her that the $150 co-pay will be her responsibility on Thursday, and that you accept cash, checks, and all major credit cards. You answer questions about her having an escort, and she tells you she will see you Thursday.
It’s now 6:30 am on Thursday morning and Ms. Smith is there for check-in. You greet her pleasantly, and get her checked in, then ask how she’d like to pay her $150 co-pay. She gets upset, “150 dollars! This is a preventative procedure, my family has a history of colon cancer! I know Obamacare, this is covered, I don’t have to pay you $150!!!” You gently try to explain that her insurance does require a $150 co-pay for outpatient procedures. Her voice continues to get louder, “Why wasn’t I informed of this, I would have called my insurance myself, I already took that nasty prep, and now you’re demanding $150! This is highway robbery, you’re kicking me when I’m down!”