Dentally Incorrect

Dentally Incorrect  

This document, anonymously sent to Dentaltown, reveals a once-secret inner workflow and confirms many of the suspicions dentists have held for years regarding the dark doings of insurance companies.

Phase 1: The Never-Ending Phone Loop. When they call our customer service, they’ll first have to navigate an intricate maze of automated options, only to end up back where they started. Every third phone call will be disconnected after 45 seconds. If someone manages to make it through the automated system, go on to the next step.

Phase 2: The Documentation Shuffle. Request every piece of documentation they’ve already submitted … but never admit it was received. Delete all evidence. If the caller doesn’t lose their mind here, prepare the following foil.

Phase 3: The Understaffed Dance. Explain to any new caller that the claim’s processing department is understaffed. Apologize for the delay and reassure them that you and the other employees hope to make a dent in the backlog sometime next week. If it’s a return caller, see below.

Phase 4: The Preauthorization Whirlpool. Ask the caller if all preauthorization guidelines were followed to the letter. If they answer with anything less than a confident and somewhat angry “yes,” let them know that our software retroactively denied coverage and they will need to call the reimbursement department, which will send them back to Phase 1, the Never-Ending Phone Loop.

Phase 5: The Constantly Changing Guidelines. If the doctor manages to reach the adjuster in that six-second call window, we will quickly update the reimbursement guidelines and request them to resubmit claims on the new, correct form that now uses a slightly different font.

Phase 6: The Fine Print Snare. Reveal that deep within our policy terms and conditions is a clause that exempts us from paying out for dental services despite being listed as a dental insurance provider.

Humor with bite


Dentally Incorrect


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