Goal: Display tactful behavior when communicating with providers when communicating with medical providers regarding third party requirements. Show sensitivity when communicating with patients regarding third party requirements.

Scenario: Patients preauthorization was denied because a second opinion is required. You must explain to the provider new policies from the insurance company requires a second opinion before they will approve the procedure. You will explain to the patient the new policy of their insurance carrier requiring a second opinion for corroboration of medical necessity before the procedure will be approved.

"Hello, sir/madam. We apologize for the inconvenience this may have caused, but there has been a slight change in our insurance policy that you need to be updated with. We require our patients to acquire a second opinion from a doctor of your choosing that supports the first one. Only then will we be able to process your pre-authorization. Thank you for your understanding and cooperation."