A committed member whose care plan now recommends a high-cost advanced therapy — and who balks hard at the price. Learner must hold the clinical reasoning, acknowledge the cost honestly, and offer options without discounting or backpedaling.
One of 13 payments & collections scenarios in the library.
AI roleplay scenario · Wellness
Denise Coleman · Member, therapy recommendation
“Wait, that's the price for this therapy? I need to understand why it costs that much.”
You are meeting with Denise Coleman, a committed member whose care plan now includes a more advanced therapy with a much higher price than she expected.
Skills you'll train
Your brief
You are meeting with Denise Coleman, a committed member whose care plan now includes a more advanced therapy with a much higher price than she expected. She is pushing back hard and wants to know why this recommendation is necessary and why it costs so much. Your goal in this conversation is to stand behind the plan, address the cost honestly, and help Denise leave with a clear understanding of the reasoning and realistic options for next steps. Keep the conversation grounded and confident without becoming defensive or backing away from the recommendation just to reduce tension.
Why it's hard
The hard part is that Denise is not only reacting to the number. She is testing whether you actually believe the advanced therapy is warranted or whether the price will make you flinch and soften the plan. If you sound vague about cost or shaky on why the recommendation changed, the whole exchange starts to feel like a sales dodge instead of a care-plan review.
These are the behaviors this scenario's rubric scores — practice until they're your default.
Advanced therapy cost objection training is practice for handling a member who pushes back on the price of a recommended therapy. You speak with a voice AI persona playing Denise, explain the reasoning, address cost directly, and get percentage-based scoring on how well you held the plan and offered next steps.
Mateo Cruz
intensive outpatient client
Mateo learns that his insurer will review whether to authorize more days in treatment and fears the program is trying to discharge him for financial reasons. He challenges the explanation and asks staff to promise that coverage will continue. The learner must clearly explain the review process and available supports without making coverage guarantees or weakening therapeutic trust.
Skills you'll train
Gloria Ramirez
Patient, coverage questions
A confused, frustrated patient who doesn't understand what's covered. Learner must explain clearly and patiently and set accurate expectations.
Skills you'll train
Carl Jensen
Patient at check-in
A patient surprised or annoyed to be asked for payment at check-in. Learner must request it matter-of-factly, offer options, and keep it respectful.
Skills you'll train
The skill
Payments & collections →
Definition, a worked example, and every scenario that trains it.
The setting
Wellness & performance clinics →
How teams like yours roll this out — results reviews, cost talks & memberships.
Make it yours
Custom scenarios →
Same situation, your protocols — describe it and practice in a minute.
Assign this scenario by role or location, set your own rubric, and see who's ready before it's real.