Can Provide
- Itemized bills
- Receipt or original statement
- Compassionate Care Application Form
If a patient is looking for an itemized statement ( payment has not been done), you can refer them to the “Patient Payment Portal” payment.natera.com for them to download.
If a patient is looking for a receipt after a payment has been down that is usually sent to their email automatically, but in case they did not receive it , reach out to your CSS .
If a patient is looking for an itemized bill ( payment has been done ), submit a ticket via Syncro CRM “Itemized Bill”
Steps for Patients Experiencing Issues Downloading Statements
If a patient is having trouble downloading their statement, please follow these steps:
Ask the patient to check their browser settings and ensure permissions are allowed. Refer to the screenshot below for guidance.
If the issue persists after adjusting browser permissions, submit a “Synergen Escalation” via Syncro CRM so we can promptly send the statement to the patient via email.
Cannot Provide
- Medical Records .If the patient is calling, advise that the insurance should call us.
REMEMBER MEDICAL RECORDS CAN NOT BE SENT TO THE PATIENT
- Requisition form (A req form should never be proactively offered unless the patient explicitly requests it.)
If an insurance agent calls in asking for a req form to be sent to them, ask agents to request it via email to [email protected] as you won’t be able to send it.
Last update by: Nina O (Feb 20, 2025)