Proper Documentation

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Note Template with Descriptions

This template must be used across the board to document your interactions.

LIMS
AMD
CARE ( for PTP/PTE only ) 
Chatter > Post in Salesforce
Regardless of whether there was a call or not

Since this is a standard template, you MUST NOT modify the order or anything else on it.

Case Number(s): {patient’s case ID, include both if combo case}
Note Type: {Inbound Call, Outbound Call, Support Ticket}
Agent Group: {Natera Inbound; Panam Inbound; Panam Resolution Team}

Spoke with: {Name of Caller/Patient}
Relationship to Patient: {Patient; Spouse; Insurance Rep;}
Confirmed Authorized Caller: {Yes/No}

HIPAA Verified: {Yes/No}

Contact Number: {return call number/ Number from UContact}
Phone/Address Verified/Updated: {Yes/No}
Email Verified/Updated: {Yes/No}

Reason for contact:{Detail reason for why the caller is contacting Natera}

Associated Tickets: {List any associated Salesforce tickets}
Action Taken/Next Steps: {List all action taken + any next steps}
{If a payment was taken, please include the transaction ID} 
{Included any turnaround times that were provided} 

Expected Follow-up:{Outline the expected follow-up}
Expected Follow-up Date:{Expected follow-up Date}
You can use this one to copy and paste into a notepad or sticky note

Case Number(s): 
Note Type: 
Agent Group: 

Spoke with: 
Relationship to Patient: 
Confirmed Authorized Caller:

HIPAA Verified: {Yes/No}

Contact Number: 
Phone/Address Verified/Updated: {Yes/No}
Email Verified/Updated: {Yes/No}

Reason for contact:

Associated Tickets: 
Action Taken/Next Steps: 

Expected Follow-up:
Expected Follow-up Date:

Definition and Characteristics of Combo Cases

Definition:
Combo cases refer to cases where multiple tests—typically Horizon and Panorama—are ordered for the same patient and processed together.

Characteristics:

  • Test Combination: Usually includes Horizon (carrier screening) and Panorama (NIPT).
  • Correlative Case Numbers: The cases will have sequential or closely related case numbers (e.g., 13394825 & 13394826).
  • Date of Service: The tests are typically performed on the same day or within a short timeframe.
  • Billing & Processing: These cases may be reviewed together to ensure accurate billing, reporting, and follow-up.

JOINT CASES

Document ONLY the case that was discussed. Joint cases mean that this is one from the patient and other from the partner/spouse. Be careful when disclosing information ensure the caller is listed as an authorized user. 


Last update by: Nina O (Mar 13,  2025)

Views: 13337