UContact Billing Dispositions

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UContact Billing Dispositions

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Inbound & Outbound Call Descriptions

Category	Disposition	Description
Adjustment Requests	Adjustment Request – RD Approval	Approved courtesy exceptions already noted in the memos. (Payment processed via the payment link.) For Panam use only.
Adjustment Requests	Adjustment Request – ZBAL	Patient has paid but continues to receive statements because a ZBAL request was not submitted or patient called because a payment was processed and wants to ensure the remaining balance will be removed.
Call & Audit Processes	Audit Test	Quality testing of calls.
	Call Authorization Failure	Unable to verify HIPAA. Unauthorized caller, and the patient is not available.
	Call Rejected	Patient declined or did not answer.
Compassionate Care Program	Compassionate Care – General	Pre-qualification was completed, and the patient was instructed on how to apply. Alternatively, the patient inquired about the status of their Compassionate Care application.
Demographics & General Inquiries	Demographics Update (not insurance)	Update to the patient’s address, phone number, or email.
Demographics & General Inquiries	General Inquiry – Patient	Non-billing-related calls or if patient has questions related a statement , walkdown was followed but none of the options were chosen.
Insurance-Related Inquiries	Insurance – Appeals	Inquiry from an insurance company or patient regarding an appeal.
	Insurance – Claim Resubmit	Request from an insurance company or patient to resubmit a claim.
	Insurance – Claim Status	Inquiry about a claim’s status, EOB explanation, etc.
	Insurance – Coding	Inquiry regarding codes needed to process a claim.
	Insurance – General Inquiry	Any general inquiry from an insurance company (payer).
	Insurance – Medical Records	Request from a patient or insurance agent for medical records.
	Insurance – Stop Claim	Patient or insurance agent requesting to stop/retract a claim.
	Insurance – Update/Changes	Insurance agent, patient, or authorized user calling to update insurance information, add secondary insurance, or provide missing insurance details.
Statements & Payments	Itemized Statements	Patient requests an itemized statement or receipt.
	Payment – Full Payment	Statement balance paid in full.
	Payment – Link	Full payment; use when the link was sent, but the caller will pay later.
	Payment – Missing	Patient has made a payment but continues to receive statements. A proof of payment request may be needed. Alternatively, the payment is posted in AMD, but the patient called for confirmation.
	Payment – Partial	Walk-down payments, including Compassionate Care or other honored rates (excluding courtesy exceptions).
	Payment – Plan	The patient opted for a payment plan and was guided through the setup process.
	Payment – Plan Canceled	Payment plan was canceled.
	Payment – Synergen Issue	Issues related to Synergen Pay, such as an incorrect amount on the payment link.
	Payment – U-Contact Issue	Issues where the call dropped or the patient did not return from the IVR system during the payment process.
	Pending Synergen	Action pending in Synergen; unable to provide resolution at this time. Please read the notes to determine if Synergen is processing a request
Refunds & Requisition Form Request	Refund Request	Patient requested a refund and a request has been submitted.
Refunds & Requisition Form Request	Req Form Request	Patient is requesting a copy of their requisition form; escalated to CSS.
Test Status	Test Status Email Provided	Non-billing-related call; patient was provided with a test status update via email.
Call Transfers	Transfer – Advanced Pay	Call transferred to the Advanced Pay team.
	Transfer – Billing	Call transferred to the Billing team.
	Transfer – CFS	Call transferred to the CFS (Sales Rep) line.
	Transfer – Natera Clinics	Call transferred to the Clinics line.
	Transfer – Natera Escalations	Call transferred to Natera Billing escalations (non-NCS and non-Courtesy Exceptions). Calls transferred due to Onshore Cases . Red Flags – Keywords
	Transfer – Prior Authorization	PA-related calls transferred to the PA team.
	Transfer – PTP/PTE	Call transferred to the PTP/PTE team.
	Transfer – PTP/PTE Onshore	Call transferred to the PTP/PTE onshore for cases Michigan – MI – , Wisconsin -WI-, Oklahoma -OK- , Texas -TX- , and Arizona -AZ- that are still New, In Progress, Queued or Automated Estimate in CARE
	Transfer – Resolutions	Call escalated to the Resolutions team due to a repeated/frustrated caller or a supervisor request.
	Transfer – Signatera	Call transferred to the Natera Oncology / Organ Healthqueue . This is for Signatera, Altera, Prospera, Renasight tests
	Transfer – Spectrum	Call transferred to the Billing Spectrum team.
	Transfer – Supervisor	Call escalated to a CSS (not the Resolutions team).
	Transfer – Courtesy Exception	Panam billing agent transferred to Natera Billing Escalation when walk-down options have been exhausted.
	Transfer – Escalations L1	Panam billing agent transferred to the Escalations L1 campaign when walk-down options have been exhausted or to take payments when SPAY is not reflecting the correct amount
	Transfer – NCS	Panam billing agent transferred to the Natera NCS campaign.
Courtesy Exceptions	Courtesy Exception – Successful	Natera/Panam agent successfully provided a resolution within walk-down parameters. To be used by Escalations L1 only
Uncompleted Calls & Voicemails	Unable to Complete Call – Agent Disconnected	Call was disconnected due to technical issues , unprofessional behavior or ghost calls.
	Unable to Complete Call – Patient Ended the Call	Patient disconnected the call.
	Voicemail Left	Outbound call where a voicemail was left.

Last update by: Nina O (Mar 11, 2025)