When the patient asks for an estimate of their bill BEFORE taking the test, the call goes to PTE.
Since the test has not been taken, there will be no case number for you to authenticate or leave notes, but still Billing agents are required to obtain the following details:
- Name of the patient (first and last)
- DOB
- Name of the insurance company
- Member ID
- Name of the test they will take
- If available, the date when they are planning to take the test
This way, when you transfer the call, agents will have a better idea of what they are working with.
PTE KEYWORDS
If you hear these keywords, it may indicate it is a PTE call
- I am trying to figure out if my insurance will cover my test
- I sent a request by text to get an estimate
- I have an upcoming appointment where I am going to have a genetic testing
- My doctor’s office told me to call to see how much the test cost
TESTS NOT HANDLED BY PTE
- Renasight: “We are no longer able to provide estimates for Renasight. Please contact your insurance company to confirm coverage before testing.”
- Signatera, Altera & Prospera: Transfer the call to Oncology & Organ Health (Natera_Sig_Inbound)
- Spectrum: Transfer the call to Spectrum Specialist Team (Natera_Spectrum_Progyny)
If the caller wants an estimate for (BCN, McLaren, and Molina of MI)Transfer the call to PTP Onshore.
Last update by: Claudia F (August 20, 2024)