Walkdown

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Best Practices for Payment Collection

Keep the Conversation Solution-Oriented
  • Always aim to find a resolution, whether through Panam or Natera. Don’t let them go.  
  • Do not push callers to the limit; listen carefully to their concerns and identify their sentiment
Under no circumstances should the patient be redirected to:
    • Contact their clinic
    • Contact their insurance company.
    • Advise to contact the insurance to retract the claim.
Offer Payment Options Clearly
  • It should be approached as a top-down negotiation strategy.
  • Prioritize the payment link when processing payments
  • Stay on the line to ensure payment is completed.
  • If the payment link is sent, inform the patient it’s valid for 30 minutes after opening.
Efficiency Matters
  • Guiding callers through the process ensures payment success and excellent service.

Walkdown Escalation Pathways

Always aim to negotiate, follow the walkdown process, and exhaust all available options.
This is a negotiation and a conversation—identify the right moment to escalate if necessary.
You can also refer to this KB Article if this comes up when negotiating with a caller  Red Flags & Keywords

INN  – PTP Message Not Sent

INN – PTP Message Sent


Excluded Payors

You will get a memo every time you pull a case that has an excluded payor.

Billing reps follow the the walk down as a regular INN, must be transferred to Natera Billing Escalations if none of the WD options are of their interest.
Escalations L1 follow the walkdown as a regular INN , no courtesy exceptions should be applied 
If the caller is not interested in any of the walkdown options, transfer to Natera Billing Escalations.
Use this script “We are unable to make any adjustments or exceptions to your balance. However, you may apply for our Compassionate Care program for financial assistance. Otherwise, the deductible, coinsurance, or copay amount determined by your insurance company will remain your responsibility.”

Attended Transfer
Queue Name: Natera Escalations L1 


Attended Transfer
Queue Name: Natera Billing Escalations
From the Phone Book

Documenting Walkdown options offered

Record essential information: When you are unable to follow or offer the complete walkdown process fully, it’s important to notate which steps were presented to the patient accurately.
This ensures transparency and helps us maintain clear records for each interaction.
If all options were offered but the patient was not interested, you should notate something like: “All walkdown options offered, but patient declined.”
If you were able to offer only certain steps, for example, just the payment plan, please make sure to notate: “Payment plan offered.”
Related Topics:
OON Bills
When to send a Zbal
Payments in Synergen
Payment Plan for Signatera Only

Last update by: Nina O (Feb 12, 2025) 

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