Medical Insurance 7th Edition by Amy Blochowiak, Joanne Valerius, Nenna Bayes, Cynthia Newby

Exercise 13

Mary Kelley, a patient of the Good Health Clinic, asked Kathleen Culpepper, the medical insurance specialist, to help her out of a tough financial spot. Mary's medical insurance authorized her to receive four radiation treatments for her condition, one every thirty-five days. Because she was out of town, she did not schedule her appointment for the last treatment until today, which is one week beyond the approved period. The insurance company will not reimburse Mary for this procedure. She asks Kathleen to change the date on the record to last Wednesday so that it will be covered, explaining that no one will be hurt by this change and, anyway, she pays the insurance company plenty.
A. What type of action is Mary asking Kathleen to do?
B. How should Kathleen handle Mary's request?