Medical Bill Negotiation Scripts: 4 Word-for-Word Templates

”Hello, my name is [Your Name], and I’m calling about account number [Account Number]. Could I please get your name and employee ID for my records? Thank you.

I’m calling because I’ve reviewed my itemized bill for my visit on [Date of Service] and I’ve identified what appears to be an error. Specifically, I see a charge on line [Line Number] for [Description of Charge] with CPT code [Code], totaling [Dollar Amount]. However, [explain the error - for example: ‘this service was billed twice on the same date,’ or ‘I did not receive this service during my visit,’ or ‘the CPT code does not match the procedure that was actually performed’].

I’ve also compared this charge to the fair market rate in my area using FAIR Health Consumer, which shows the average cost for this procedure is [Dollar Amount]. The charge on my bill is significantly higher than that benchmark.

I’d like to request a formal review and correction of this charge. Can you open a billing review for this item and provide me with a reference number?”

If they push back or say they need to review it:

“I understand this may take time to review. Can you tell me how long the review process typically takes? And in the meantime, can you place a hold on this account so it doesn’t go to collections or accrue late fees while the dispute is being investigated? I’d also appreciate written confirmation that the review has been opened. What’s the best email address or mailing address to send my supporting documentation to?”

”Hello, my name is [Your Name], and I’m calling about account number [Account Number]. I’d like to speak with a billing supervisor regarding the charges on my account. Could I get your name and employee ID?

I’ve received a bill totaling [Dollar Amount] for services on [Date of Service]. I’ve done some research on the fair market value of these services, and I’d like to discuss the charges with you.

Specifically, I looked up the Medicare reimbursement rates for the CPT codes on my bill through the CMS fee schedule. For example, CPT code [Code] on my bill is [Dollar Amount], but Medicare reimburses [Dollar Amount] for the same service in my region. Across all the charges on my bill, the total Medicare reimbursement would be approximately [Dollar Amount], which means my bill is roughly [X] times the Medicare rate.

I’m not asking you to match the Medicare rate - I understand that private rates are typically higher. But I would consider [proposed amount, typically 120-150% of Medicare rate] to be a fair and reasonable price for these services. Would you be able to accept [Dollar Amount] as payment in full for this account?

I’ve been a responsible patient and I want to resolve this balance. I’m hoping we can find a number that works for both of us.”

If they say they can’t adjust the rate:

“I understand. Could you tell me what options are available? Does the hospital have a self-pay discount program, a financial assistance program, or a prompt-pay discount I could apply for? I’d also like to know - is there someone else in the organization, such as a patient financial counselor, who has the authority to review and adjust charges?”

”Hello, my name is [Your Name], and I’m calling about account number [Account Number]. I’d like to speak with someone in patient financial services about financial assistance options.

I received care at your facility on [Date of Service] and my current balance is [Dollar Amount]. I’m experiencing financial hardship and I’m unable to pay this amount. My [monthly income/annual income] is approximately [Dollar Amount], and I have [briefly describe financial situation - e.g., ‘significant existing medical debt,’ ‘recently lost my job,’ ‘a family of four with a single income’].

I understand that as a nonprofit hospital, your facility is required to have a financial assistance program under Section 501(r) of the Internal Revenue Code. I’d like to apply for financial assistance to have some or all of this balance reduced or forgiven.

Could you please send me the financial assistance application? I’d also like to know: what documents do I need to provide, what is the income threshold for assistance, and how long does the application process typically take?

While my application is being processed, could you please place a hold on this account so it is not sent to collections?”

If they say you don’t qualify or they’re unsure about the program:

“I’d appreciate it if you could check on that. Federal law requires all 501(c)(3) hospitals to maintain a financial assistance policy and make it available to patients. If your facility is a nonprofit, this program should exist. Could you connect me with a supervisor or someone in your compliance department who can confirm? I’m also happy to submit my application in writing if that’s easier.”

”Hello, my name is [Your Name], and I’m calling about account number [Account Number]. Could I please get your name and employee ID?

My current balance is [Dollar Amount] for services on [Date of Service]. I’d like to resolve this account today. I have the ability to make a full payment right now - today - by [credit card / bank transfer / check]. However, I’d like to discuss whether a prompt-pay discount is available.

I’m prepared to pay [proposed amount, typically 20-30% less than the balance] in exchange for this being considered payment in full and the account being closed. I know that collecting outstanding balances has significant administrative costs, and I’d like to make this as simple as possible for both of us.

Is a prompt-pay discount something you’re able to offer?”

If they agree:

“That’s great, thank you. Before I make this payment, I need to get a few things confirmed. First, can you confirm in writing - by email or letter - that [Dollar Amount] will be accepted as payment in full and that no further balance will be owed on this account? I’d also like written confirmation that this account will be marked as ‘paid in full,’ not ‘settled for less than owed,’ on any records shared with credit bureaus or collection agencies. Can you send me that confirmation before I process the payment?”

If they say they can’t offer a discount:

“I understand. Is there a supervisor who has the authority to approve a prompt-pay discount? I’d also like to ask - are there any other discount programs available, such as a self-pay discount or a financial assistance program?”