Handling “Do Not Contact Me” Requests

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Handling “Do Not Contact” Requests

Purpose: This guide outlines the steps for managing patient requests to cease communication from Natera. It’s essential to handle these requests carefully to respect patient preferences and meet regulatory standards.
Process:
  1. Recognize the Request:
    1. Act when a patient clearly states they don’t want calls, messages, or mail from Natera.
  2. Document in Syncro CRM:
    1. Create a “Do Not Contact” ticket in Syncro CRM to officially record the request.
  3. Complete the Escalation Form:
    1. Fill out all sections of the provided template.
      1.  Note: This situation is rare, as patients can opt out when signing the requisition form.
  4. Understand Opt-Out Options:
    1. Patients can automatically opt-out by:
      • Replying “STOP” to SMS messages
      • Using the unsubscribe link in emails
      • Manual opt-outs can be added in uContact for SMS and SMTP2GO for emails.
Additional Notes:
  • Billing Statements: We can’t pause statement generation. Advise patients awaiting insurance, Compassionate Care, or Courtesy Exception approval that bills may continue until confirmation. They can disregard these in the meantime.
  • Valid Requests: “Do Not Contact” specifically refers to opting out of automatic emails or SMS. Clarify this when addressing patient concerns.
Remember to follow these guidelines closely and consult supervisors or CSS if you need further guidance.

We are unable to pause statements. If a patient is awaiting a response from the insurance, Compassionate Care, or Courtesy Exception (previously RD approval), they should be informed that bills may continue to be generated. They can disregard these bills until we receive approval or confirmation from the insurance.

The only valid “Do Not Contact” request pertains to opting out of automatic emails or SMS messages.

Please refer to: Red Flags

 

Last update by: Claudia F (August 12,  2024)

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