Handling patients' complaints and concerns are one of the most challenging parts of providing high-quality healthcare. It requires being attentive and supportive and not letting difficult situations escalate.

For this prompt, imagine there is a patient that is inquiring about their remaining balance. They believe that this amount should have been covered by the insurance and that their balance should be zero. Outline how you would respond to the patient using your customer service skills. Why is it important to be friendly and communicative as a medical billing professional? Be as specific in your reasoning as possible.