Objective
The appeals team emails and texts patients requesting medical records so Natera can appeal on the patient’s behalf.
Purpose
The calls and emails should go back to the appeals team, but if they land within Panam, here are the scripts and instructions to use.
Questions and Rebuttals
Q: I got a letter/email/text asking for medical records. Where do I send these?
A: If you can obtain these medical records, please email or fax them to Natera.Email: [email protected] (subject line should say : Medical Records )Fax: 1-650-590-7112
Q: Why did I get this letter/email/text asking for medical records?
A: You are receiving this message because your insurance company denied coverage for the genetic testing services performed by Natera, Inc. In order to appeal this denial on your behalf, Natera needs your medical records. We are asking for your help in getting these medical records.
Q: I got a letter/email/text asking for medical records. How do I get these?
A: The easiest way to get these medical records is to download them directly from your healthcare provider’s patient portal (see how to do this below). You can also request these medical records from your doctor’s office.
Q: What specific medical records do you need?
A: The office visit notes from your healthcare provider that are closest to the date you had your Natera test done.
How to download records from your healthcare provider’s patient portal
| Step 1 | Log in to your healthcare provider’s patient portal. If you do not have an account, you will need to create one. |
| Step 2 | Choose the tab or option to view your health records or medical records. |
| Step 3 | Select to view the correct medical records. These usually will be under sections called: documents or clinical notes. If you have a section called family history that will likely contain useful information. |
| Step 4 | Download, print or print and save as a PDF the chart notes from your ordering provider on or near the date above. |
Content and format sent to patients
Subject Line: Natera needs your medical records to appeal denied insurance claim
Hi Name
This email is about the services performed by Natera ordered by your doctor. We are not able to bill your insurance without additional information. Please send us your medical records from your healthcare provider on or near the date of this service by clicking here.
You can also email us at [email protected] to request more information or to receive a secure link you can use to upload your records.
Thank you for your help,
Natera Billing Team
Text Message
Natera is reaching out for billing purposes. We need your medical records from your physician from on or near the date of your test to bill your insurance for this test. Click here to learn more.
When patients click here:
You are receiving this message because your insurance company, <insurance company>, denied coverage for the genetic testing services performed by Natera, Inc. In order to appeal this denial on your behalf, we are asking for your help to get your medical records. If you do not respond, you could receive a bill.
Here is the information we have on file for you:
Ordering Physician: <Referring Physician>
Patient: <Patient Name SansComma>
Case #: <LIMS Case ID>
Date Of Test: <Service Date>
Insurance Provided: <Primary Insurance>
Test Name: <Test Name>
Your insurance company has asked for clinical notes from your doctor’s visit on <date>. The easiest way to get these medical records is to download them directly from your healthcare provider’s patient portal (see how to do this below). You can also request these medical records from your doctor’s office.
If you are able to obtain these medical records, please email or fax them to Natera.
Email: [email protected] (put the case number above in the subject line)
Fax: 1-650-590-7112
Sincerely,
Natera, Inc.
*Please be advised that if you are sending a non-secure email, there is some risk that an unauthorized person can access or view regular email, either in transit or while in your email inbox. If you proceed with document submission via unencrypted email, you understand and accept this risk.
Last Updated: Nina Okun ( Jan 17, 2025 )