Natera’s International Market is in constant growth, therefore you will probably receive calls from international patients.
There are two scenarios of international patient billing that are currently live:
- Patients who live outside of the US, but coming into the US for testing.
- Our population of international clinics that we are also patient billing.
For international patients:
- NO Statement holds should go on international cases.
- Patient’s Email needs to be in LIMS
- The only way to identify a patient is international is by looking at the requisition form and seeing the patient resides outside of the US, or the patient contacting us and telling us they don’t live in the US
- On AMD you will not find a valid address for international cases. AMD will display it as “INTERNATIONAL” or “BAD ADDRESS”
- You should verify the physical address on the requisition form to ensure it belongs to an international patient.
- Once you confirm it is for an international patient, ask them to email: [email protected] for further assistance.
- Turnaround time after sending the email is 72 hours.
- For INTERNATIONAL cases, DO NOT submit a Syncro-CRM escalation to update the patient’s address; include the information in your AMD / LIMS notes.
- If the case shows “BAD ADDRESS” on AMD, submit a Supervisor Escalation in Syncro-CRM to update it to: “INTERNATIONAL”
- Any international case that has not been billed and the patient contacts us, it should be escalated through Syncro CRM “Supervisor Escalation”
- The patient can expect to receive the billing email within two weeks
If an international patient is calling to get an estimate, please ask them to email: [email protected] for further assistance.
If the patient contacts us for an international case in PTP. Please close out of PTP to “Insurance” and not “Prepay”, ensure the email address is captured in LIMS, and escalate the case to add “International” as the patient’s address in LIMS.
Last update by: Claudia F (October 22, 2024)