An established patient becomes upset when a medical administrative assistant requests copayment prior to treatment. Which of the following actions should the assistant take

Waiving the copayment could set a precedent that undermines the office's financial policies and may lead to confusion among other patients. It is essential for the assistant to follow established protocols rather than making exceptions that could impact revenue and fairness.

While the insurance carrier may provide information about coverage, referring the patient to them does not address the immediate issue at hand—the copayment requirement. This action could leave the patient feeling frustrated and unsupported, as it does not resolve their concerns in the context of the office's policies.

Offering a cash discount could be perceived as unprofessional and may violate the office's payment policies. It diverts attention from the standard procedure of collecting copayments and can lead to further complications regarding payment expectations and consistency among patients.