An Explanation of Benefits (EOB) is supposed to explain your benefits — but if you’ve ever opened one, you know it doesn’t always feel that way.

It’s not a bill… but it sure looks like one.

Knowing how to read an EOB matters, whether you’re trying to figure out if your insurance paid, confirm what you owe, or simply understand how the process works.

This post is my attempt to make sense of it all: what an EOB is, how to read it, what to watch for, and why they cause so much confusion. 

I hope it makes reading your next one a little less stressful.

What Happens After the Doctor Visit? Let’s Talk Claims

This week alone, I got three calls that started with:
“What do I really owe?”
“Am I supposed to pay this?”
“What is this Explanation of Benefits (EOB)?”

So many people have these questions, and honestly, even folks working in healthcare are just as confused.

Today’s post is all about what happens after your visit, the claims process,  and where things can go wrong.

Next time, we will dive into the details of an Explanation of Benefits. That document you get from your insurance that “explains” things… or does it 🤔). 

But first, we need to understand claims and that process a little bit more.

Let’s dig in!

Thanks for reading,

Bonnie

Ever feel like your medical bill is written in code?

That’s because... it literally is.

In this post, we’re digging into how your healthcare visit becomes a bill—and why you might feel like you just got charged for the chair, the napkin, and a “grill use fee.” (Yep, we’re bringing in a steak analogy 🥩.)

We’re going to talk about the basics of medical coding and claims, explain those numbers, and help you feel more confident navigating it all, whether you’re a patient, caregiver, or working in healthcare.

Thanks for reading,

Bonnie

Meet the Players: Patient, Provider, Payer

Who’s in charge? Who’s paying? What are the rules?

This week’s post is all about the big three in healthcare: the patient, the provider, and the payer. Whether you work in the industry or you’ve ever found yourself in an ER with a sprained ankle and no clue what your insurance covers, this one’s for you.

I break down who’s who, what their roles are, and how understanding the relationship between them can help you better navigate your care, your bills, and the healthcare system overall. You’ll also find answers to common questions like:

• Why does my doctor need permission from my insurance?

• Who actually decides what’s covered?

• And what does “member,” “subscriber,” or “patient” really mean?

This post lays the groundwork for future ones, especially if you’ve ever wondered how care turns into claims or why getting an MRI can feel like applying for a mortgage.

Thanks for reading,
Bonnie

If you’ve ever left a meeting, or a doctor’s office, feeling like everyone is speaking a different language? You are not alone. In healthcare, that kind of disconnect isn’t just frustrating, it’s costly.

Hi everyone,

This week’s post gets to the heart of something I’ve seen across every healthcare project I’ve worked on: miscommunication. Even when people use the same words, they’re often speaking very different languages, clinical, technical, operational, and business all come with their own terms and assumptions.

This post shares stories, metaphors (yes, one includes dessert), and a real-life example of how a simple shift in language transformed a team’s performance, quality, collaboration, and ultimately profitability of the products. 

And it’s not just for people in product or engineering. If you’ve ever struggled to understand your own care, coverage, or healthcare bills, this post is for you too.

This is the first in a new series on breaking down healthcare communication, offering plain-language explanation, acronyms decoded, and tools to help teams (and patients) better navigate the system.

I hope it resonates with you.

Thank you for reading,

Bonnie

After over 20 years in the healthcare system, I thought I understood how it worked, until I became a patient.

That wild ride lit a fire under me to start CoView Consulting.

My first blog post is now live, and it shares the personal and professional journey that led me here. I'm buzzing to use my inside-out knowledge to make things clearer and easier, because I believe real change starts with empathy, clarity, and speaking the same language.

This is just the beginning. I invite you to read the full story.