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) from (department’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.
DEAD AIR
When taking calls, agents may be deeply focused on completing the procedure, and agents can stay quiet for a while; this might have callers wondering if the call was disconnected.
Remember you are always allowed to use your hold option when needed, but if you do not place your patient on hold, you can only remain silent for no more than 20 seconds.
While completing procedures, you can take advantage of this time to build rapport with callers and even have small talk. Keep callers informed about the actions taken, describing what you are doing so the caller understands the reason for the silence.
Muttering or reading out loud information from notes or systems is prohibited and may affect your QA score.
- I’m sorry for the delay, I’m still processing the changes to complete your request, I should only need a little more time.
- Thank you for your patience, it should take just a moment more…
- I’m still on the line, I’m just waiting for my system to give me the confirmation, allow just a moment more please.
Also, DURING a call, you may be unable to listen to callers. This may happen due to the patient’s reception signal; make sure you tell them that you are experiencing trouble hearing their request and kindly ask them if they can move to a different place.
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.
HOLD
You must ask permission to place patients on hold rather than just letting them know.
Please set the correct time expectations. You can place your patient on hold as many times as needed, BUT the hold time limit is less than 2 minutes.
- I need to research more details / process your request, etc. Is it ok if I place you on hold for less than 2 minutes?
When appropriate, agents are allowed to place patients on hold several times, but it’s important to remember that it’s a must to refresh before the second-minute ends.
- I’m still working on your account, is it ok if I place you on hold for another 2 minutes, please?
If a patient asks you to hold, kindly inform them that you can hold for up to 2 minutes but are willing to wait a little longer if needed. The primary goal is to wait as long as the patient requires, while also setting clear expectations. For example, if a patient requests 5 minutes, you should remain on the line for that time. However, if they simply ask to hold, you can respond with, “I can hold for a couple of minutes.”
Use your best judgment in these situations. If you need to disconnect the call, ensure that your notes are clear and detailed.
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.
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.
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Last update by: Nina O (Nov 8, 2024)