Handling Payments Not Reflected in Patient Accounts
If a patient calls stating they’ve already paid but their account still shows a balance or they’re receiving bills, follow these steps:
Check AMD’s History Tab and Notes:
Ensure you’re checking the correct case, as patients may have multiple tests.
In the History Tab:
Set the From Date to 1 month prior de DOS
Select Detail, Oldest First, All Items, and Reload
Look for Code PP (Patient Payment).
Payment Found in History Tab:
If the payment shows, the bill may have been generated before the payment posted. Check for any other outstanding bills. If there are none, inform the patient their account is at $0.
Payment Not in History, But Notes Exist:
If the payment was processed but not posted, advise the patient it can take 3-5 business days for processing. Check the system where the payment was made to ensure it was applied to the correct case.
Payment Not Found in History or Notes:
Search for the case in Synergen and payment.natera.com using the case number, DOS, and email.
If payment is found and less than 5 business days have passed: Leave notes with the transaction ID and inform the patient to allow time for the payment to post.
If payment is found and more than 5 business days Have Passed: Verify that the payment was for the correct case and not just a partial payment.
If the payment was in full and the balance persists, submit a ZBAL request.
Process for Missing Payments
If you are unable to locate a payment in AMD, Synergen, or payment.natera.com, please follow the steps below:
Ask the patient to send their proof of payment to [email protected]. This proof typically includes a reference code, which the financial institution sends via SMS, email, or lists on the bank statement.
Submit a “Missing Payment” via SYNCRO CRM
Case#
The patient’s best contact number
Confirmation that you’ve checked AMD, Synergen, and payment.natera.com for the missing payment
Confirmation of how the payment was made (card or check)
Check number or the last 4 digits of the card
Amount processed
Payment date and other relevant details (ask the patient for this information).
Resolution Timeframe:
Patients will receive a resolution within 5 to 7 business days after proof of payment has been submitted.
- Last update by: Nina O(Oct 23, 2024)