Timeframe, TAT, How long will it take?
| Task (item) | Turnaround Time (TAT) |
| Appeals / Medical Records | 45-60 business days |
| Callback from PTP/PTE | 2 business days |
| Patient Callbacks | Within 24 hours |
| Compassionate Care | 3-5 business days to process the application and provide a resolution, but only once all proof of income has been received by the patient |
| Demographic Updates | 2 business days
All demographic changes must be submitted as a Demographics Update in SyncroCRM. |
| Generate Statement after INS responded | 30 calendar days |
| Itemized Statements | 5-7 business days – phone requests 3-5 business days – email (Salesforce) requestsThese must first be escalated via Syncro CRM using one of the four Itemized Bill templates |
| Legal keywords | Same business day if escalated properly via SyncroCRM |
| Letter of Agreements | Negotiations—An OON insurance company wants us to accept a certain amount, and then it will process the claim instead of denying it. This process takes 2-4 weeks. |
| Mailed in checks | 30-45 business days to post to account |
| Missing Payment | 5-7 business days from the date proof of payment has been received
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| Patient Call Backs | 24 business hours once escalated via SyncroCRM |
| Payment Plan Cancellations | 2 business days (the system can take this long to update)
Agents can cancel payment plans themselves. No need to escalate via SyncroCRM |
| Payments to post | 3-5 business days |
| Refunds | Depending on the method of payment, it can take up to 60 business days |
| Req form requests | 7-10 business days
These must first be escalated via SyncroCRM using the ‘Req Form Requests’ template |
| Submit claims to INS (Commercial and Government) | 30-45 (but it can take longer for government insurance) business days after a case closes in LIMS |
| Do Not Contact Syncro Escalations | 2 business days – |
| Switching from Self to Insurance Bill | 30-45 business days |
| Synergen Escalations | 3 business days Stop Claim – 3 business days to be submitted and 30-45 business days to be processes |
| Test Results | Panorama Approx 1 week o Horizon Approx 2 to 3 weeks Empower Approx 2 to 3 weeks Vistara Approx2 to 3 weeks |
| ZBALs | 7-10 business days |
| Women’s health-related test status related questions [email protected]– Oncology -Empower, Signatera, Altera – test status related questions [email protected] – Organ Health -Prospera, Renasight– test status related questions [email protected] —EOBs, Proof of Payments, Copy of their ID, Copy of their Insurance Card [email protected] | Response time 72 hours |
Related Topics:
Syncro CRM Escalations & Documentation
Last update by: Claudia F (Dec 2, 2024)