MOVE PAYMENTS
Agents must ensure payments are processed for the correct case to prevent issues.
If a patient has two cases and was quoted a special price for both tests, payment must still be taken separately for each test if it exceeds $249.
If a previous agent processed payment incorrectly—either for the wrong case or as a lump sum for one case—submit a “Synergen Escalation” ticket via Syncro CRM to request a balance transfer.
This is an emergency procedure; agents should always verify payments carefully.
Leave notes on the account and inform the patient that the process typically takes 3–5 business days.
If the balance is correct in AMD but not in SPAY, please use the Quick Sync button. Click here for more details
| PAYMENT OPTION | ISSUE | NEXT STEPS |
| Payment Portal | Invalid Case |
Offer payment link first Transfer to Natera_Escalations L1 to process via Stripe
|
| Synergen Pay Error | Invalid balance Not reflecting the correct amount Amount written off |
Verify email and ask to check Spam folder Transfer to Natera_Escalations L1 to process via Stripe
|
| Synergen Pay Link | Patient did not receive the payment link. Patient encounters an error when opening the payment link. |
Transfer to Natera_Escalations L1 to process via Stripe
|
| IVR Payment | Set up Payment Plan |
Transfer to Natera_Billing Escalation Calls
|
Last update by: Nina O (Feb 20, 2025)