Page 7 - R2P Front Desk Manual v1

Response: Medicare is already verified. Cap info is given to patient and explained. The
necessity for a referral/script and follow up communication with the ordering physician is also
explained.

Question: If a patient calls and says that they are in pain/too sore from last appointment and
are not sure if they should come in or if they got hurt in game/practice (may have reaggravated
something?)

Response: Immediately defer to therapist or a take a message and make sure therapist follows
up with patient as to proper protocol per injury.

Question: Why haven’t I heard back from my insurance?

Response: Billing can take 2 days, 2 weeks, 2 months, it varies greatly, but I can check in on
that and I or someone will get back to you

Question: I received a bill but the charges are not making sense to me (/I thought I already
paid/etc.).

Response: Let me see what I can find out for you. I am going to send an email to Billing to take
a look at your account, and you will hear from our Operations Coordinator, Matt Cornell, in 3-5
business days. What is the best number for him to give you a call? (Note for FD: All billing
questions are to be sent to billing@rehab2perform.com)

Question: Can I intern or shadow?

Response: We are always open to having potential interns and shadows ranging from high
school to college and PT students. You can send us an email with your resume and availability.
Send to respective email address per location.

Last Update: 7/9/19