Proper Documentation

Note Template with Descriptions

Case Number(s): {patient’s case ID, include both if combo case}
Note Type: {Inbound Call, Outbound Call, Support Ticket}
Agent Group: {Escalation; Field Support; Natera Inbound; Panam Inbound; Panam Resolution Team}

Spoke with: {Name of Caller/Patient}
Relationship to Patient: {Patient; Spouse; Insurance Rep;}
Confirmed Authorized Caller: {Yes/No}

HIPAA Verified: {Yes/No}

Contact Number: {return call number}
Phone/Address Verified/Updated: {Yes/No}
Email Verified/Updated: {Yes/No}

Reason for contact:{Detail reason for why the caller is contacting Natera}

Associated Tickets: {List any associated tickets related to the caller’s concern,SF#}
Action Taken/Next Steps: {List all action taken + any next steps}

Expected Follow-up:{Outline the expected follow-up (this could be with the patient or any team member who would help aide in resolution)}
Expected Follow-up Date:{Expected follow-up Date}

You can use this one to copy and paste into a notepad or sticky note

Case Number(s): 
Note Type: 
Agent Group: 

Spoke with: 
Relationship to Patient: 
Confirmed Authorized Caller:

HIPAA Verified: {Yes/No}

Contact Number: 
Phone/Address Verified/Updated: {Yes/No}
Email Verified/Updated: {Yes/No}

Reason for contact:

Associated Tickets: 
Action Taken/Next Steps: 

Expected Follow-up:
Expected Follow-up Date:

LINKED COMBO CASES

Record essential information:

Patient inquiries
Issues discussed
Resolutions provided
Agreed-upon actions

Ensure notes are:

Clear
Detailed
Concise

Note Template  – EXAMPLE #1

Case Number(s):  12345678
Note Type: Inbound Call
Agent Group: Natera Escalations

Spoke with:  Jane Doe
Relationship to Patient:  Patient
Confirmed Authorized Caller:  N/A

HIPAA Verified:  Yes

Contact Number:  713.555.1234
Phone/Address Verified/Updated:  Verified Phone + Address/No Updates Required
Email Verified/Updated:  Verified Email/ No Update Required

Reason for Call:  Patient called because clinic promised the patient would only be billed $99.00 for her test. She received a bill for $1500.00. 

Associated Tickets:  SF#12345678

Action Taken/Next Steps:  Reviewed the account + notes and found that the patient was billed for her deductible for $1500 but was never received the PTP offer. Requested approval from K. Bectold for approval for patient to pay $99.00 quoted by the clinic; Manager approved.

Sent patient payment link; patient paid $99.00; ZBAL sent; patient should not receive any additional statements regarding this case.

Expected Follow-up:  None
Expected Follow-up Date:  NA

Note Template  – EXAMPLE #2

***ESCALATED CALL | REPEAT CALLER***

Case Number(s):  12345678
Note Type:  Inbound Call
Agent Group: Natera Escalations

Spoke with:  James Doe
Relationship to Patient:  Husband
Confirmed Authorized Caller:  Husband authorized to speak on behalf of the patient

HIPAA Verified:  Yes

Contact Number:  713.555.45678
Phone/Address Verified/Updated:  Verified Phone +  Address / No Update Required
Email Verified/Updated:  Verified Email / No Update Required

Reason for Call:  Patient and Husband has called multiple times (8/3/24; 8/5/24; 8/7/24; 8/12/24) regarding open balance for date of service 2/15/21.  Claim was filed with the insurance company (Blue Cross Blue Sheild) past the filing deadline.  Patient expected a follow-up call regarding this issue on 8/7/24 but no one has returned the patient’s call.

Associated Tickets:  SF#3698521

Action Taken/Next Steps:  Escalated call to manager + added a Patient SOS support ticket (ticket # 4569873); Husband and patient ONLY want to speak with a manager as prior calls have gone unresolved

Expected Follow-up:  Immediate follow-up from patient SOS is required by the end of business today.
Expected Follow-up Date:  9/9/24

Launched: 09/17/2024
QA Grace Period: 09/23/2024 to 09/30/2024
Go-Live: 10/01/2024

Last update by: Nina O (Oct 18, 2024)