MOVE PAYMENTS
When taking payments, agents must ensure they are being processed for the correct case to avoid negative experiences.
In the scenario where the patient has 2 cases and states she/he was quoted a special price for both tests, it is still required to take payment for each test as long as it is more than $249 each.
If you happen to find a scenario in which the previous agent made a mistake and processed the payment for the incorrect case or processed the payment for the whole amount only in one of the cases, please submit a Supervisor Escalation ticket through Syncro CRM and ask for the balance to be moved.
This is just an emergency procedure, as all agents need to be careful when processing payments.
Leave notes on the account and inform the patient that the process usually takes 3 to 5 business days.
PAYMENT LINK ERROR
If the patient is not receiving the payment link you sent, ensure to validate the email is correct.
If so…..
- Provide payment.natera.com to self-service
- For full payments, offer IVR
- Escalate the call to Natera_Escalations Inbound to process the payment via Stripe
Ensure you also escalate the case by sending a “SPAY Error Issue “ from Syncro CRM.
Go to SYNCRO CRM / SPAY ERROR ISSUE
- Enter the case number with the error (send one form PER CASE)
- Write the error message they are getting
- Write that the patient is reporting the issue “BY PHONE”
- Click on SENT
The case NEEDS to load in AMD for you to send this form. If the case is not in AMD, please check first in LIMS if the patient doesn’t have more cases and also check what’s the Workflow Status, Disposition and Option Patient Chose in Natera Care.
SYNERGEN PAY ERRORS
When trying to check the bill online through www.payment.natera.com patients may receive the following error messages:
INVALID CASE NUMBER
Right after entering the case number, DOS and email on the website, patients will see a message in RED LETTERS saying “Invalid Case Number” but the case DOES exist and it already has a bill in AMD.
PAYMENT ALREADY MADE
When they click on Find My Statement on the website, patients will see a “Payment Already Made” message even though the payment hasn’t been taken.
Please take the time to review AMD to inform patients of the actual amount on the bill(s).
INCORRECT BALANCE
Patients see the Full List Price instead of the actual bill amount.
When patients receive these types of messages, please attempt to advise patients you can take the payment AND also send the Synergen Escalation template from Syncro CRM. If you are unable to take the payment Escalate to Natera_Escalations_Inbound to take process payment via Stripe.
If the patient doesn’t want to pay with you online, still send the form and advise to allow 3 business day for the correct information to show online.
Ensure to send a Synergen Escalation template from Syncro CRM, if you have one of these scenarios when processing a payment:
- If there is a WODUNN code on AMD
- Add the correct balance when the account shows “Written Off”
- Add the correct balance when the account shows “voided statement“
If the balance is correct in AMD but not in SPAY, please use the Quick Sync button. Click here for more details
Last update by: Claudia F (Sept 04, 2024)