10/20/2025                                                                            
                                    
                                                                            
                                            Coding tip Week 16: Telephone Visits: When you can (and Can’t) Bill for Them 
Telephone visits can be a valuable way to connect with patients, especially when an in-person appointment isn’t necessary. But not every call qualifies for billing. To stay compliant and avoid denials, it’s important to know exactly when you can bill for these encounters - and when you can’t.
Below, we break down the key scenarios.
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When Telephone Visits Are Billable
1. The patient initiates the call, and it’s medically necessary.
• Billing requires that the patient request the service, and providers must document both medical necessity and the duration of the call.
2. No related E/M service was billed in the past 7 days.
• Telephone visits must be independent encounters. If a related E/M visit was billed within the last week, the call is considered part of that service.
3. The call does not result in an in-person visit within 24 hours.
• If the phone conversation leads to a face-to-face appointment, the call is bundled with that visit and not separately billable.
4. The call lasts at least 5 minutes.
• Anything shorter does not meet the minimum time threshold required for billing.
5. The provider gives clinical assessment, management, or decision-making.
• To bill, documentation must show that medical decision-making occurred, along with the time spent on the call.
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When Telephone Visits Are Not Billable
1. Call occurs within 7 days of a related E/M service.
• These calls are bundled into the original visit and not separately reimbursable.
2. Call leads to an in-person visit within 24 hours (or the next available appointment).
• Considered pre-service work and included in the resulting visit.
3. The patient did not request the call.
• Telephone visits must be patient-initiated. Provider-initiated calls do not qualify.
4. The call is administrative only.
• Examples include scheduling, prescription refills, or other tasks without medical necessity or clinical evaluation.
5. The call is solely to review lab results.
• Without medical decision-making, these calls don’t qualify for billing. Additionally, they may fall under the “within 7 days of a visit” rule.
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The Bottom Line
To bill for a telephone visit, it must:
• Be patient-initiated
• Involve medical necessity
• Meet the time requirement (≥ 5 minutes)
• Include clinical assessment or decision-making
• Be independent of recent or upcoming visits
Sticking to these guidelines ensures compliance and helps avoid claim denials. 
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