Insurance Verification Playbook
This playbook provides the standard script and cadence for handling incoming discovery calls from new patient prospects seeking pain management solutions. It guides nurses or intake staff through confirming contact details, identifying the patient’s ailments, and ensuring service availability. The script emphasizes building rapport, introducing RELATYV’s Neuragenex Neurofunctional Pain Management therapy, addressing affordability and common objections, and closing the call by securing payment and scheduling a TeleHealth visit.
Frequently Asked Questions Answered in this Document
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What should I say if the automated insurance system asks for the reason for my call?
Answered at: Opening Instructions
Start by saying “representative.” If that doesn’t bypass the system, state “coverage & benefits” to be transferred to a representative.
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What phone number should I give the insurance representative if asked?
Answered at: Opening Instructions
Provide your direct CallRail phone number, as insurers often require it for verification.
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Which CPT codes are used for mobile treatments?
Answered at: CPT Codes Section
97112 – Neuromuscular Reeducation
97032 – E-Stim Attended
96365 – IV, First Hour of Infusion
96368 – IV, Admin. of 2 Drugs at Same Time
96375 – IV, Sequential IV Push
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What insurance details need to be updated in HubSpot after verification?
Answered at: Contact Properties Section
Insurance effective start and end dates
Network status with Integrated Pain Consultants
Referral requirements
Deductible and out-of-pocket maximum
Coinsurance and copayment details
Limitations on billed codes
Prior authorization requirements
Insurance contact phone number, representative’s name, and call reference number
Resource Asset
You can find the playbook attached to any contacts, titled: Insurance Verification