How to Work With Your Biller

Last updated: August 16, 2026.

A smooth billing workflow starts before the first claim is submitted. The best setup is simple: the practice collects accurate information from the client, and the biller handles insurance interpretation, payer setup, eligibility, benefits, and claim routing.

That division prevents many common billing problems. A front desk team may see “BCBS” or “Aetna” on a card, but the actual billing path can depend on the plan type, payer ID, network, medical group, carve-out, or state-specific product. Guessing from the logo alone can lead to denied claims even when the provider is technically in network.

The short version: your practice should collect the facts; your biller should decide how those facts translate into billing.

If you use TherapyNotes and still need to grant biller access, see How to Add Bomi as Your Biller in TherapyNotes.

What Your Practice Should Handle

Your team should focus on collecting complete, accurate intake information. For each new client using insurance, collect:

• Full legal name

• Date of birth

• Address and phone number

• Front and back of the insurance card

• Subscriber name and date of birth

• Subscriber relationship to the client

• Member ID

• Group number, if listed

• Secondary insurance, if applicable

If the client is not the policyholder, subscriber details matter. A benefits check can fail if the client’s date of birth is entered where the subscriber’s date of birth belongs.

What Your Biller Should Handle

Your biller should handle insurance interpretation and billing setup. That includes:

• Choosing or correcting the payer in the EHR

• Verifying eligibility and benefits

• Confirming whether the plan is in network

• Identifying copay, coinsurance, deductible, and visit limits

• Checking for authorization or referral requirements

• Setting claim routing and payer-specific billing fields

• Sending a weekly account-state update so the practice knows which payers are active, which are pending, and what Bomi is still tracking

• Flagging plans that should be treated as out of network, self-pay, or hold-for-review

A biller is not just typing claims. A good biller is translating card, payer, plan, provider, contract, and EHR details into a claim path that has a real chance of being paid.

For Bomi clients, that also means a weekly account-state update. The practice should not have to wonder which panels are active, which enrollments are still pending, or whether Bomi is waiting on the practice for a next step.

What Not to Guess

Avoid guessing or changing billing fields unless your biller has told you to. Be careful with:

• Payer selection

• Payer ID

• Billing type

• In-network vs. out-of-network status

• Copay and coinsurance fields

• Deductible fields

• Authorization requirements

• Claim filing settings

These fields directly affect whether claims are accepted and paid. A small mistake can create weeks of rework.

Common example: a client says they have BCBS, but the card is an HMO, Medicaid managed-care product, employer carve-out, or plan tied to a specific medical group. The front of the card may not be enough to know where the claim should go.

When to Wait Before Scheduling

If a plan is unfamiliar, HMO-based, Medicaid-based, newly added to your accepted-insurance list, or tied to a network your practice recently credentialed with, wait for your biller to confirm before promising in-network coverage.

A safe client script is: “We’re happy to take your insurance information and verify your benefits. We’ll confirm coverage and estimated responsibility before your first billed appointment.”

That keeps the conversation accurate without overpromising. It also gives your biller time to check the plan, the clinician’s participation, and any payer-specific requirements before the first claim is at risk.

The Ideal New-Client Workflow

1. Client provides insurance information.

2. Practice enters demographics and uploads the insurance card.

3. If the practice wants VOB details before scheduling, it emails Bomi after intake with the client and insurance-card information.

4. Biller reviews the card and identifies the payer and plan.

5. Biller verifies eligibility and benefits.

6. Biller checks whether the clinician is in network for that plan.

7. Biller configures payer and claim settings in the EHR.

8. Biller tells the practice whether the client is ready to schedule under insurance, needs more information, or should be treated as self-pay/out of network.

9. Practice schedules with clear insurance expectations.

How to Ask for VOB Information

After the client has completed intake and the insurance card is available, email your Bomi contact directly if you want VOB information before scheduling or before quoting costs. Include the client name, date of birth, insurer, member ID, subscriber name and date of birth, and the type of appointment you expect to schedule.

Bomi will review the card, run the benefits check, confirm the network and claim route, and reply with the practical answer: ready to schedule under insurance, needs more information, hold for review, or treat as self-pay/out of network.

For a deeper look at why benefit checks need this much context, read How Bomi Improves VOB Accuracy.

Why This Matters

Most billing issues are not caused by one big mistake. They usually come from small assumptions made early: the wrong payer selected, the wrong subscriber entered, the wrong plan treated as in network, or a missing authorization requirement.

A clear handoff keeps everyone in their lane. The practice gets the client started efficiently. The biller protects the claim path. The client gets more accurate expectations from the beginning.

Bottom Line

Work with your biller by collecting complete information, avoiding payer setup guesses, and waiting for confirmation when a plan is unclear.

Good billing starts with clean intake. Clean intake gives your biller what they need to get claims paid correctly.

Want Bomi to own eligibility, claims, denials, and payment follow-up for your therapy practice? Talk to Bomi.