What should a billing and coding specialist do when a patient is upset about a claim denial from a 3rd party payer?

Informing the patient of the reason for the denial is the most appropriate response in this situation. By explaining the specific issues that led to the denial, the billing and coding specialist helps the patient understand the circumstances surrounding their claim. This transparency can alleviate some of the patient's frustration and helps to build trust in the process.

Understanding the reason for the denial empowers the patient with knowledge about their situation, which could facilitate informed discussions on how to proceed. It also allows the specialist to guide the patient on next steps, whether that's appealing the decision or addressing any outstanding issues. Acknowledging the patient's concerns and providing clear information helps mitigate anxiety and keeps the lines of communication open between the patient and the office.