Page 131 - R2P Front Desk Manual v1

Patient Billing Questions

R2P has a Billing phone extension (ext. 1) and Billing email address for patients to utilize if they
have questions or concerns related to their account. If a patient calls the clinic directly, submits
a question via email, or asks a question in person, the Clinic Coordinator should obtain as much
information as possible in order to A) try and immediately help the patient, and/or B) inform the
patient that our staff needs to contact the Billing department to further look into the issue for
them and will be in touch.

All billing-related questions are to be emailed to billing@rehab2perform.com. To do so:

1. Obtain the patient’s Account Number from RevFlow.
2. Compose a new email to billing@rehab2perform.com.
3. Enter the Subject as “RevFlow Acct #_______”
a. DO NOT include any patient name or information - ONLY their account number!
b. If the patient does not have a RevFlow account, copy and paste the WebPT link
from the patient’s case.
4. The body of the email will address the patient’s question or concern and should:
a. Be as detailed as possible.
b. Include any relevant information or possible solution if the Clinic Coordinator has
investigated (i.e. for simple questions).
c. Include the patient’s best phone number for a return call.
5. Inform the patient that they should hear from Matt within 5-7 business days, as it can
take a few days for him to go back and forth with the billing company.

Matt will check the Billing email account 2-3 times per week. Once a billing question has been
addressed, he will respond to the clinic that sent the email with any progress/resolution.
● If there is ever an URGENT billing question, then the Clinic Coordinator should send an
email to Billing and follow up by sending a Slack direct message to Matt informing him of
the situation.

Last Update: 7/10/19