Timeframe, TAT, How long will it take?
| Task (item) | Turnaround Time (TAT) |
| Appeals / Medical Records | 45-60 business days |
| Callback from PTP/PTE | 2 business days |
| Compassionate Care | 3 business days for the application to be sent to the patient
And then 3-5 business days to process the application and provide a resolution, but only once all proof of income has been received by the patient |
| Demographic Updates | 2 business days
All demographic changes must be submitted as a Supervisor Escalation in SyncroCRM. If the address requires an update, the agent must place a hold to prevent a statement from going out and CSS to remove the hold |
| Generate Statement after INS responded | 30 calendar days |
| Itemized Statements | 5-7 business days – phone requests 3-5 business days – email (Salesforce) requests These must first be escalated via Syncro CRM using one of the four Itemized Bill templates |
| Legal keywords | Same business day if escalated properly via SyncroCRM |
| Letter of Agreements | Negotiations—An OON insurance company wants us to accept a certain amount, and then it will process the claim instead of denying it. This process takes 2-4 weeks. |
| Mailed in checks | 30-45 business days to post to account |
| Missing Payment | 5-7 business days from the date proof of payment has been received
These must first be escalated as Supervisor Escalation in SyncroCRM. |
| Patient Call Backs | 24 business hours once escalated via SyncroCRM |
| Payment Plan Cancellations | 2 business days (the system can take this long to update)
Agents can cancel payment plans themselves. No need to escalate via SyncroCRM |
| Payments to post | 3-5 business days |
| Refunds | Depending on the method of payment, it can take up to 60 business days |
| Req form requests | 7-10 business days
These must first be escalated via SyncroCRM using the ‘Req Form Requests’ template |
| Submit claims to INS (Commercial and Government) | 30-45 (but it can take longer for government insurance) business days after a case closes in LIMS |
| Supervisor Escalation & Do Not Contact Syncro Escalations | 2 business days – this is how long the CSS will take to work your ticket, but it does not mean this is how long it will take to resolve the issue fully. See the full list for other turnaround times. |
| Switching from Self to Insurance Bill | 45-60 business days |
| Synergen Escalations | WODUNN – 3 business days Stop Claim – 3 business days to be submitted and 30-45 business days to be processes SPAY Error Issue 3 business days to be submitted/processes |
| Test Results | Panorama Approx 1 week o Horizon Approx 2 to 3 weeks Empower Approx 2 to 3 weeks Vistara Approx2 to 3 weeks |
| ZBALs | 7-10 business days |
Related Topics:
Syncro CRM Escalations & Documentation
Last update by: Claudia F (Dec 2, 2024)