When you receive a call where the patient took a Panorama test BUT she lost her baby and also took an Anora test, please make sure you apply empathy statements such as:
“First of all, I would like to extend my condolences. I can certainly help you with…″
Remember to acknowledge the patient’s feelings in ALL of your calls, but you need to be even more careful in a sensitive situation.
You must attempt to get payment for both tests, PANORAMA and ANORA, and please use your walk-down accordingly.
If you cannot take payment for the ANORA case because the patient is not willing to pay, please send the ZBAL request only for the ANORA test (TAT 7-10 BD).
If the patient is unwilling to pay for PANORAMA, after following the walk-down, transfer the call to Natera Escalations.
Please understand that this type of situation is very sensitive, and we need to make sure our patients have a good experience even though they are going through a difficult time.
WHAT IF THE PATIENT STATES SHE LOST HER BABY, BUT SHE DIDN’T TAKE AN ANORA TEST?
If there’s just a Panorama test on file, agents are still required to show empathy.
Even though we have no proof of her loss, all you have to do is follow your walk-down, but if the patient insists, transfer the call to Natera Escalations.
Last update by: Claudia F (August 20, 2024)