Patient contacted JCMG Billing on 02/27/26 concerning a bill she received for an ultrasound on 01/07/26 ordered by Dr. Vandergrift. Patient states the provider advised she should have the ultrasound done versus a mammogram because of the family history of breast cancer. I contacted coders and they stated the bill was coded correctly. I advised patient that the coders go by the providers notes. The patient then contacted the provider's office and they told her they would change the notes. Coders stated this would not resolve the issue because the test has already been done. Seeking guidance on how to resolve this issue. Provider ordered a test based on patient's family history; however, the patient expects this should have been preventative and covered by her insurance.

pt at Women's Clinic had set up a payment plan at jcmg for current balance. she stated she was not told that she needed to set up a payment plan with CACI when she scheduled the appt--only the current balance which is now on payment plan.No mention of Collection balance. But when she checked in, she was told she needed to set up plan with CACI, and did so through the bot. the WC staff member was rude in pt perception) and she was loud on the phone with CACI when confirming the payment plan. The staff member also told her she should have set up payment plan with a real person. Pt perception is that the staff member was loud and rude, and if she had known about the CO balance \when she scheduled the appt, the payment plan would have been in place before the appointment.