| Caller Inquiries/Request | Scripts |
| Quoted amount of $249/349 and above Quoted amount less than $249 for NCS, OON , or Self Pay Quoted amount for INN less than the billing statement Wants statement matching quote Can I pay the discount price online? | Quoted Amount |
| Why did I receive a bill? Did you bill my insurance? Can you bill my insurance instead? Is it cheaper to bill my insurance? | Self Pay & Switching to Insurance Insurance to Self Pay” |
| Why did my bill go up? I didnt receive the fist bill. Can I still pay the original amount? | Expired Prompt Pay Discount only available for NCS or SelfPay |
| “Why did my bill go up? I didnt receive the fist bill. Can I still pay the original amount?” No prior auths obtained Why did you not appeal to my insurance? I didn’t sign the req or consent for the testing, so I shouldn’t have to pay. My EOB says I owe nothing, why am I getting a bill from Natera. Can you send me proof that I approved of this test and where I signed? | NCS Non-Covered Service |
| Patient has completed their test and asks, “What is the cost?” I got a bill for 3,000, 5,000, 8000, etc Why do I owe? I met my deductible My insurance should have covered I can’t afford the balance I can’t afford a payment plan | INN In-Network |
| Just got a test, how much? Why do I owe? I can’t afford the balance I can’t afford a payment plan | OON Out of Network |
| Received a check from insurance Has check Cashed check Inisists did not receive a check Can you call my insurance? | OA-100 |
| Wants to make payment Received collection letter from CCS What is CCS? Why did you send my account to collections? Will this affect my credit? | Balance Transferred to Collections Only OA100 |
| I had my test done 1-2 years ago why are you just now billing me? | Delayed Billing |
| Inbound Call | Patient Caller Inbound Call | Authorized Caller Inbound Call | Unauthorized Caller Unauthorized partner takes phone away from patient | Inbound Call From the patient, spouse, or family member |
| Ensuring Understanding Repeat Caller | Probing Questions |
| Building Rapport Background Noise Filler Questions to avoid dead air | Rapport Building |
| I have Medicaid Received NCS letter | Medicaid |
| How much do I owe? Did you appeal? Medical Records needed to appeal Non-Covered Service in Appeals | Case in Appeals |
| Why did you bill my insurance so much? What is the contracted rate? | General Insurance |
| I already paid but received another statement Why did I receive multiple statements? Multiple Tests Why am I being billed for a redraw? My insurance should have paid more Maximum Benefits Reached | Statement Inquiries |
| Update my insurance No PO Box Online Insurance Portal Doesn’t have card | Updating Insurance |
| Pre-screen Has approval code from online Does not qualify | Compassionate Care |
| Credit card over the phone Can I do a payment plan? Case not Zbal’d but should have been Zbal proof in writing | Payment Processing |
| Are you sending me to collections? | All other questions about Pre – Collections |
| Identifies self as insurance representative What is patient’s balance? Wants reference # Wants to review multiple cases Need Medical records If an insurance calls for a refund Claims for negotiations for NSTX | Insurance Company Call |
| Requesting test status Discuss results Requesting portal support Requesting assistance with Onocology / Organ Health | Non-Billing Calls |
| Patient is requesting to cancel testing | Non-Billing Calls |
| ZBal Itemized Receipts Credit Card Self Pay FSA / HSA / HRA | Itemized Documents Requested |
| Profanity is used on the call | Unprofessional Calls |
| Hold Dead Air Warm Transfer / Attended Transfer Closing | Closing & Call Flow |
| The patient calls stating they were provided a document for a refund on their blood draw (not a refund on the cost of their test) | Refund Request |
| Need an escalation script to inform about transfer without commiting to a discount | Patients reject Walkdown |
| Patient calls requesting to retract a claim | Retract a Claim |
| Caller needs assistance but tools are down. Caller pushes back asking for more information. Synergen Pay Down | Systems Down |
| How much will I owe? Is the EOB correct? If the patient continues to push: Why is the EOB so high? What is the contracted rate? What is your contracted rate? Why is the self-pay rate so much lower than what I’d pay through insurance? This seems like a scam | Pre-Stament or Pre-EOB Inquiries |
Last Updated by Nina O ( April 11, 2025 )