Handling Onshore Patient Calls and Workflow Statuses
When managing calls from patients in Michigan (MI), Wisconsin (WI), Oklahoma (OK), Texas (TX), and Arizona (AZ), please adhere to the following guidelines, as these cases must be handled by agents within U.S. territory.
While uContact typically routes these calls to the appropriate department, it is your responsibility to verify account details to ensure proper handling.
Important Update: Onshore cases are now categorized based on the payor (insurance) rather than by state. This means that if the payor is considered onshore, you might not be able to locate the case directly.
For Billing Representatives
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Natera Care Workflow Status: Open
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Payor Groups: INN, NCS, OON
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If the case appears in LIMS, transfer to PTP Onshore.
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Payor Group: SELF PAY
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If the case appears in LIMS, for payment-related inquiries, transfer to Advanced Pay. For other inquiries, transfer to PTP Onshore.
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Natera Care Workflow Status: Closed
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If the case appears in both AMD and LIMS, you may handle the call.
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If the case does not appear in AMD but does appear in LIMS, you may handle the call.
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If the case appears in AMD but not in LIMS, transfer to Natera Billing Escalations.
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For PTP/PTE Representatives
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Natera Care Workflow Status: Open
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Payor Groups: INN, NCS, OON
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If the case appears in LIMS, handle the call without transfer.
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If the case does not appear in LIMS, transfer to PTP Onshore
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Note: If the record doesn’t appear in CARE, always check the status in LIMS and the patient’s address.
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 the Prior Authorization Queue (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: Nina O (Mar 4, 2025)