Deceased Patient

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As an employee in a patient-facing role, if you receive a call informing you of a patient’s passing, your role is to express empathy. We do not need any documentation and can take their word for it.

 

Script response: “First of all, I would like to extend my condolences. I can certainly help you with this. To ensure I pull up the correct case, may you please confirm the following?……

 

Thank you for confirming. I will submit a request to have the balance removed. Another statement may be on the way. Please ignore it.

 

Is there anything else I can assist you with? No.

 

I appreciate you letting us know. Please do not hesitate to reach out if you have any other questions. Take care.”

 

Full patient verification is still needed to ensure we identify the correct case in our systems. 

Verify the following, including the caller’s relationship with the patient:

 

Verification Questions (you must ask both) PLUS Ask ANY 1 of these questions
  • Patient’s First and Last Name
  • Patient’s DOB
  • Natera Case ID Number
  • Doctor’s Name (the last name only is OK)
  • Clinic’s Name
  • Clinic’s Address

 

Step 1. Document AMD and LIMS

Step 2. Submit a ZBAL escalation in SyncroCRM

Step 3. CSS would then process the WO using code WODEC. Natera approval is not required. CSS has the authority to do the write-off

Step 4. CSS must document LIMS and AMD

 

 

Last update by: Claudia F (August 19, 2024)

 

 

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