If you have doubts about what type of scenarios you can use for each disposition, please follow the list below:
| Level 1 – Mandatory | |
| Inbounds & Outbounds | Description |
| Audit Test | Quality testing calls |
| Call Rejected | The patient declined or didn’t answer |
| Callback Request | Patient requested a callback or Rep scheduled a callback |
| Compassionate Care – General | Pre-qualification was done and instructed patient how to apply. or General Compassionate Care Inquiries |
| Demographics Update | Updated the patient’s address, phone, and email |
| General Inquiry – Patient | CPT codes provided or Costs provided but patient did not make a decision or General Questions within PTP/PTE |
| Insurance – General Inquiry | All inquiries from insurance agents |
| Insurance – Update/Changes | Insurance agent, patient, or authorized user calling to update Insurance information |
| InsuranceSelf Pay to INS Bill | Patient decides to switch from self-pay to billing their insurance instead. |
| Itemized Statements | Patients requesting itemized statements or receipts |
| Panamericom Test Call | Testing calls |
| Payment – Link | Link sent via Synergen Pay |
| Payment – PTP Payment | Patient paid the Price Transparency amount |
| Payment – Synergen Issue | Payment link issues |
| Payment – U-Contact Issue | This applies if the call dropped or if the patient never returned from the IVR system during the payment process. |
| Pre-test Estimates | Pre-test estimates for new patients without an existing case |
| PTP – Billing options provided | Patient received Price Transparency payment options |
| PTP – Case closed to insurance | After receiving Price Transparency payment options, patient decided to send the claim to the insurance |
| Req form request | The patient is requesting a copy of their req form |
| Transfer – Advanced Pay | Call transferred to the advance pay team |
| Transfer – AMCA | Call transferred to the offshore team |
| Transfer – Billing | Call transferred to the Billing team |
| Transfer – CFS | Call transferred to the CFS line |
| Transfer – Natera Clinics | Call transferred to the clinic’s line |
| Transfer – Natera Escalations | Call transferred to escalations |
| Transfer – Prior Authorization | Call transferred to PA team |
| Transfer – Resolutions | Call transferred to Resolutions |
| Transfer – Signatera | Call transferred to Signatera team |
| Transfer – Spectrum | Call transferred to Spectrum team |
| Transfer – Supervisor | Call was escalated to a CSS |
| Unable to complete call – Patient ended the call | Patient disconnected the call |
Last update by: Nina O (Jan 15,2025)