Am I truly the problem or does it seem now more than ever that patients don't even bother to know ANYTHING about their OWN INSURANCE anymore?! Patients ask me random questions that only their insurance would know and expect me to know it off the top of my head as if I'm a computer. I have been doing this same position for over 3 years and it becomes more obvious as the years continue. Any advice or anyone feeling the same way?

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Give them grace. I use to work with insurance and thought the same thing. Now that I no longer work with insurance I’m always lost in the sauce. I truly have to call my insurance company on how deductibles work again.

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I started to hang up on them and then I quit being a receptionist :)

I seriously think dealing with health insurance needs to be taught in high school - like when we were taught how to write a check back in the 90’s. Insurance stuff is complicated and every plan is different, and insurance companies have a perverse incentive to keep it obscure and confusing.

Patients think in health care we have a magic database of everything that their plan covers and all the corresponding out of pocket costs—I wish we did! Just like they think we should have all their medical records at our fingertips no matter the hospital network or state. I tell patients we have no way to know the details of their plan, how much of their deductible is met, etc., and encourage them to call their insurance company. But I know how much trouble i have dealing with my own insurance company, despite my college degree, and I feel for the 90-year-olds with no one to navigate it for them, for example.

I agree with this. I have 15 years of experience dealing with this professionally and I still find it confusing, which I think is on purpose.

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