Handling Onshore Patient Calls and Workflow Statuses
Be mindful of the following guidelines when handling calls from patients in Michigan, Wisconsin, Oklahoma, Texas, and Arizona, as these cases must be managed by agents inside the US territory.
While uContact will usually route these calls to the correct department, it is your responsibility to verify accounts and ensure that you’re handling the cases correctly.
IMPORTANT
Onshore cases are now categorized at the payor level rather than by state. This means that if the payor (insurance) is considered onshore, you might not be able to locate it directly. Please refer to the chart below for guidance.
| AMD | LIMS | CARE | Transfer Needed | Queue |
| Yes | Yes | Closed | No | Billing handles the call |
| No | Yes | New In Progress Automated Estimate Queued |
Yes | Natera_PTP_Onshore HIPAA verification is needed |
| Yes | No | Closed | Yes | Natera_AMCA HIPAA verification is needed |
Provide the following script to your patients
“Thank you for the information. I will transfer your call to a billing specialist who will further assist you.”
Natera Billing Escalation Calls-650.412.8715-
If the Patient Has Questions Related to PTP/PTE
If the patient has not taken the test yet and is requesting an estimate of the cost, no case number has been generated. These calls must be warm transferred to the PTE Inbound queue.
For Prior Authorization (PA) Requests
If the patient has questions related to PA, transfer the call to 844-384-2996, option 2 (available from 8:00 am to 5:00 pm CST).
You may also provide the email [email protected] with an expected response time of 72 hours.
Related links:
Estimates for BCN, McLaren and Molina of MI
Last update by: Claudia F (Oct 30, 2024)