WHEN TO SEND A ZBAL
Natera’s preferred process is to provide patients with a Synergen payment link for them to make payments at a reduced rate. Encourage patients to attempt payment while you’re on the call so that a ZBAL request can be promptly initiated. If payment cannot be made immediately, advise patients to contact us after completing the payment so we can submit a request to adjust any remaining balance.
Here are key guidelines to follow:
- For lower rates, it’s essential to submit a ZBAL request to clear outstanding balances.
- When collecting payments for COMPASSIONATE CARE APPROVAL, submit the ZBAL request after a payment has been received.
- If the patient has been approved for 100% COMPASSIONATE CARE coverage, submit a ZBAL request without requiring payment.
- In rare cases of a confirmed “Courtesy Exception” where the balance wasn’t adjusted, you may submit a ZBAL request with supporting documentation.
- When there is a case for a deceased patient, submit a ZBAL escalation.
Please use Syncro CRM to complete the ZBAL approval form.
Allow 7-10 business days for the adjustment to reflect on the patient’s account.
Last update by: Claudia F (November 26, 2024)