Negotiation Guidelines – Walkdown-

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Our primary goal as billing representatives is to collect any outstanding balances while maintaining a friendly, polite, and professional approach focused on collections.
Balance is key:
- Avoid letting callers go without attempting to collect.
- Do not push callers to the limit; listen carefully to their concerns and identify their sentiment, and send the call over to Natera Escalations as needed.
Ensure resolution:
- Strive to resolve their situation before the call ends.
  - Don’t let them go. Redirect the conversation back to finding a solution
- If necessary, transfer the caller to Natera Billing Escalations – 650.412.8715- for further assistance.
Offer payment options clearly and efficiently:
- While we have multiple methods for processing payments (e.g., IVR, payment portal, or payment link), prioritize offering the payment link.
- Stay on the line with the caller to ensure the payment is successfully processed.
Efficiency matters:
- Guiding the caller through the payment process not only ensures successful payment collection but also demonstrates excellent customer service. If the caller is unable to complete the payment while you are on the line and you send the payment link, be sure to inform them that the link is valid for 30 minutes after it has been opened.