The Zanniness Zone---Billing Medical Insurance -VS- Vision Plan

[Lori]

Scenario:

Patients come in for a medical exam, due to the symptoms described and or diagnosis on file. Our receptionist informs them of any copayments and deductibles at check in. They go back have a medical exam with our MD. Before leaving they decide to get specs- most people are clueless about their plans so I search and find that they have a vision plan- tell them it will be billed for glasses but not the exam because we performed a medical exam based on Symptoms and or diagnosis determined by our MD. They order specs with a smile. Our checkout girl again informs them who/what for we are billing, Collects the exam deductible and/or copayment as well as the amount due for the glasses. Patient leaves happy.

Everything is Honky-dory.

For awhile.

But then... Bam!

Somewhere along the way they learn that the vision plan exam copayment is less than the medical insurance and they want us to rebill- negate the original and demand a refund. (Which we don't.

We are sometimes called 'stupid' and other things that I won't repeat; which is doubly insulting because we offer top notch customer service, are extremely helpful and friendly to everyone that comes in. You could say we're so kind is almost sickening...

Has anyone come up with a solution to this problem? I am wondering if it's unique to an ophthalmology practice since we see a lot (50-100 pts a day) of patients that have medical issues and also have optical.