Steps to Follow When Cases Don’t Load in AMD
If a case number doesn’t populate with the exclamation mark (!) in AMD, try using the tilde (~) before the case number.
If the case still doesn’t appear, search for it in LIMS. Sometimes cases won’t show in AMD but are accessible in LIMS.
Cases not loading in AMD might not be in the final billing stage and could require action from other departments.
Using Natera Care
If the information is unavailable in AMD, search for cases in the Natera Care ,use the following link and replace “xxxxxxx” with the case number
https://enterprise.natera.com/ptp/cases/xxxxxxx
| Status | Payor Group | Next Steps |
| NEW | INN, OON, NCS | Warm transfer to Natera PTP Inbound. |
| IN PROGRESS | INN, OON, NCS | Warm transfer to Natera PTP Inbound. |
| AUTOMATED ESTIMATE | INN, OON, NCS | Warm transfer to Natera PTP Inbound. |
| QUEUED | INN, OON, NCS | Warm transfer to Natera PTP Inbound. |
| CLOSED | INN, OON, NCS | Billing agents should handle the call. |
| Status | Payor Group | Next Steps |
| NEW
IN PROGRESS AUTOMATED ESTIMATE QUEUED |
SELF | Transfer to Advanced Pay 844-216-9642 |
| Status | Payor Group | Next Steps |
| NEW
IN PROGRESS AUTOMATED ESTIMATE QUEUED |
PTPA | If the patient has questions about Prior Authorization, transfer to PA team.
If the patient wants to schedule a genetic counseling session, provide the Test Status email If the patient has billing- related questions, the call should be handled by PTP/PTE. |
If the Option Patient Chose is PREPAY
If the case is already CLOSED TO PREPAY, payment was taken on the PTP side.
Billing and PTP agents can assist.
Agents from both departments are NOT to transfer calls between each other as both have access to the same tools that will solve the patient’s concern.
This case is not going to load in AMD at all.
If searching for a payment on a Pre-Pay account, please search through the pay.natera.com/ptp website.
TIPS & TRICKS
Patients may or may not have their case number.
Regardless of who is calling, you can request the patient’s first name, last name and DOB to search the case in LIMS.
DO NOT DISCLOSE DETAILS UNTIL THE ACCOUNT HAS BEEN FULLY AUTHENTICATED.
AMD may not recognize one of the cases when searching for it. Use LIMS to search patients by name and DOB at ALL TIMES.
If the patient has more than 1 case and one didn’t display information in AMD, try with the other one.
WHEN NONE OF THE CASES LOAD IN AMD, PLEASE SEARCH CASES IN NATERA CARE.
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Last update by: Claudia F (Dec 11, 2024)