Patient Reporting Appointment Discrepancy

Use Case: The patient writes into CS reporting that their provider did not treat for the amount of time billed or that treatment was never delivered at all. (e.g., "My provider only massaged me for 15 minutes, but my EOB says they billed for 60" or "I got a bill in the mail for an appointment on 8/5. I did not receive treatment on this day."

Use Case: The patient reports that they were treated by a provider who was NOT assigned to the appointment/referral. For example, Confirmed Provider A had a non-Zeel provider deliver treatment (typically at an office).

Message to Patient:

Hello NAME,

We understand that you would like to file a Discrepancy Report. Please complete this form within 7 days. Once completed, our Trust and Safety team will contact you and take appropriate action.

LINK TO FORM

Actions :

• Escalate in #Trust-and-Safety Slack.

  • Shortcut should auto-assign to Slack. If not, ensure the Kustomer Ticket is in the T/S bucket.