GREETING
You are required to answer within the first 10 seconds of the call.
SCRIPT:
- Thank you for calling Natera; my name is (agent’s name)
- Are you the patient?
This will help you determine how to authenticate the person or know if you need to check for authorized User Notations.
- You need to state your first name.
- Agents are not allowed to have an alias.
GHOST CALLS / UNABLE TO HEAR THE CALLER
This issue can also occur at the beginning of the call. Repeat your greeting, ensuring you enunciate clearly and speak at a regular pace for up to one minute. If there is no response, proceed with the following message:
“Caller, unfortunately, I haven’t been able to hear you. Please call us back at 844-384-2996. I will need to disconnect the call now. Thank you for calling Natera.”
Please avoid staying on the line any longer.
Calls should be disconnected immediately after finishing this message.
If you happen to listen to somebody right before you hang up, it’s important to remain on the line and ask how you can be of service.
CLOSING
For all calls, including transfers, you always need to offer further assistance besides mentioning the branding and any other courtesy.
After the closing script has been provided, if the patient hasn’t hung up, you have a maximum of 10 seconds to disconnect the call.
- Is there anything else I may help you with? Thank you for calling Natera, have a great day!
- Can I help you with anything else? Thank you for calling Natera, enjoy the rest of your weekend!
When patients are having a negative experience, you may need to be more sober.
- Thank you for calling Natera; take care.
Hold & Dead Air
Hard Hold
- What it is: The caller is placed on hold and hears music or a prerecorded message.
- When to use it: When detailed research, consultation, or focused work is required.
Soft Hold
- What it is: The agent mutes themselves or briefly places the caller on hold but provides periodic updates.
- When to use it: When the agent wants to keep the caller engaged while performing a quick task.
Best Practices for Using Holds
✅ Ask for permission – Example: “May I place you on hold for a moment while I check that for you?”
✅ Provide an estimated hold time – If it takes longer, check back in with an update.
✅ Keep hold times short – Try to keep holds under 2 minutes and check in every 60-90 seconds if longer.
✅ Thank the caller for their patience – Acknowledge their wait and transition smoothly.
✅ Use soft holds when possible – Keeps the caller engaged and reassured.
✅ Avoid dead air – If a soft hold isn’t possible, make sure there is hold music or a brief message.
✅ Avoid unnecessary narration – Don’t verbalize internal steps unless it adds value to the caller.
Scoring System for Holds
Your calls will be reviewed based on the following criteria:
| Criteria | Score (1-5) | Notes |
| Asked for permission before placing on hold | ✅ | Example: “May I place you on hold?” |
| Provided an estimated hold time | ✅ | Example: “This will take about 2 minutes.” |
| Checked back with the caller regularly | ✅ | If the hold exceeded the estimated time, did the agent provide updates? |
| Used a soft hold when appropriate | ✅ | Maintained engagement with the caller. |
| Avoided excessive hold time | ✅ | Hold under 2 minutes, or provided clear expectations and check-ins for longer holds. |
| Returned to the call professionally | ✅ | Example: “Thank you for holding. I appreciate your patience.” |
| Avoided unnecessary process narration | ✅ | Did the agent avoid saying things like “clicking here” unless relevant? |
Scoring Scale
- 5 – Excellent: Exceeded expectations; maintained great caller experience.
- 4 – Good: Met all criteria, with minor areas for improvement.
- 3 – Average: Mostly followed best practices but missed a detail.
- 2 – Needs Improvement: Significant issues in hold management.
- 1 – Poor: Did not follow hold procedures, causing a negative caller experience.
Callback and Documentation Process for Disconnected Calls
If a call drops or disconnects, whether due to issues on the patient’s side or technical difficulties on our end, it is mandatory to follow up by attempting to call the patient back once. This callback helps maintain a positive experience for our patients by showing that we are proactive in ensuring their needs are met.
Please remember to document the situation accurately in your notes, including details such as:
- The time of the disconnection
- That a callback attempt was made (e.g., “Attempted callback due to disconnected call; left voicemail”)
- Any additional information that might help clarify the situation or confirm the reason for the disconnection (if known).
The only exception: If the caller was already upset and may have intentionally disconnected, it’s best not to call back immediately. Instead, note the interaction and indicate that no callback was made to avoid further frustration.
Examples:
- If a call disconnects suddenly, place one callback attempt and, if it goes to voicemail, leave a brief message. Document as follows: “Patient call disconnected at [time]. Callback attempt made; left voicemail.”
- If the patient doesn’t answer the callback, document that the call-back attempt was unsuccessful and note the time.
Making this additional effort helps reassure patients that they are being taken care of, even when technical issues occur.
Related Topics:
Last update by: Nina O (Mar 27, 2025)