Lewis is a billing specialist working for Dr. Finch, a family practice physician. He receives a call from a disgruntled patient who says he has
been billed twice for a copay he made at the time of his office visit. Lewis is polite and tries to placate the patient, who is irate. He looks at
the patient's file, realizes the patient is correct, and apologizes, promising to correct the error that day. The patient promptly hangs up
without another word. After the call, Lewis corrects the error. Later that day, still upset about the interaction, he complains about the
patient by name to a co-worker. Did Lewis handle this situation properly?

Lewis is a billing specialist working for Dr. Finch, a family practice physician. He receives a call from a disgruntled patient who says he has been billed twice for a copay he made at the time of his office visit. Lewis is polite and tries to placate the patient, who is irate. He looks at the patient’s file, realizes the patient is correct, and apologizes, promising to correct the error that day. The patient promptly hangs up without another word. After the call, Lewis corrects the error. Later that day, still upset about the interaction, he complains about the patient by name to a co-worker. Did Lewis handle this situation properly?

Explanation:

ajinems ajinems · Answer 2 · 2021-08-16T09:15:00+02:00

Lewis DID NOT handle this situation properly.

Billing specialist are administrative workers that are trained to manage billing processes. Their main role in a medical facility include:

managing medical billing for patients,

updating patient information,

generating invoices and

processing payments.

There are ethics guiding the role a billing specialist covers in a medical facility, one of which is confidentiality. Lewis as a billing specialist is mandated to protect patient information. confidentiality is legally required by the Health Insurance Portability and Accountability Act, or HIPAA.

Therefore, when Lewis complained about a patient by name to another co-worker, he wasn't protecting the patients information. He did not handle the situation properly.

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