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Although your patients' insurance cards are supposed to facilitate filing correct claims, they often represent inactive memberships and, ultimately, a stack of denial dilemmas. The unfortunate truth is that many patients are unsure-or misinformed-about what insurance they really have. "In the past, there was Medicare, and that's all there was to it," says Frank Gill, CPAM, vice president of Metropolitan Collection Services in Mechanicsburg, PA. Gill has worked in hospital collections for 20 years. "That's not the case anymore, because of newer managed care insurances, such as HMOs and PPOs," he says.