Payments in Synergen

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Estimated reading time: 2 min

 

  • Patients can pay by mail:

○ Process time: 30-45 business days

○ Use payment coupon from bill

○ Write case number on check memo

○ Make check payable to “Natera Inc.”

○ Sign back of check

○ Mail to: PO Box 889023, Los Angels, CA 90088-9023

 

  • Patients can pay online – full payments or payment plans only –

○ Prepay cases https://pay.natera.com/ptp

○Billing caseshttps://payment.natera.com/

 

  • Patients can pay by calling us

○ See details below

MAKE A PAYMENT (Green button) For full payments 

  1. Use the green “Make a Payment” button
  2. Select “Full payment”
  3. Click “Send The Payment Link”
  4. Get the patient’s email
  5. Send a link for each case (if multiple)
  6. Wait for completion or inform:
    • The link expires 30 minutes after opening
    • Patients can pay later if needed

ADJUSTED AMOUNTS (Purple button) For Courtesy Exceptions, Compassionate Care, Walkdown honored rates, or Quoted amounts 

For discounted payments:

    1. Use the purple “Pay with Discount” button
    2. Enter the amount and select a disposition
    3. Email link or process payment by phone

If payment is made on call:

    • Refresh Synergen, check Visits in Statements
    • Get confirmation number
    • Send ZBAL if applicable

Notes:

    • Don’t send ZBAL if payment is not made on-call
    • Payments reflect in AMD in 3-5 business days
    • ZBAL requests take 7-10 business days
    • Itemized bill available after payment shows in AMD
Payments with two debit/credit cards:

You will need to send two different links, each specifying the exact amount they will be required to pay.

You can use the Walkdown WO Code 

PAYMENT OVER THE PHONE  (Natera Escalations Team Only)

  • Payment link should be the first option
  • If the patient refuses, then Warm transfer to Natera Escalations

PAYMENT PLANS (Natera Escalations Team Only)

Encourage patients to set up their own payment plans. In the rare event that a patient strongly requests assistance, transfer them to Natera Escalations using a warm transfer method.
Please avoid proactively offering to set up payment plans for patients. Instead, focus on guiding them to complete the process through self-service options.

Payment plans are available to patients who call in directly asking to make an arrangement and as part of the Walkdown negotiation.

  • A down payment of 10% of the bill must be made on the same day the transaction is set.
  • Patients should be advised that payment plans will automatically be charged to their card.
  • Please do not offer discounts or payment plans longer than 12 months.

CANCEL PAYMENT PLAN

Patients may cancel their payment plans at any time for various reasons, including:

  • Preferring to pay the balance in full
  • Needing to update expired credit/debit card information
  • Receiving approval for compassionate care or a new quote
  • Requiring adjustments to installment dates

Important points to communicate to patients:

  1. They can set up a new payment plan at any time through the patient portal.
  2. Statements will continue to be sent for any outstanding balance.
  3. Canceling a payment plan does not eliminate the remaining balance owed.

If needed, offer guidance on alternative payment options or setting up a new plan that better suits their current situation.

You can cancel a payment plan without a CSS approval.

 

See the following steps to get the cancelation completed:

  1. Open the case in Synergen pay.
  2. In the area of visits in statements, click on the case# in blue.
  3. A new window/tab will be automatically opened, and you need to scroll all the way down, click on Patient Payment Information, and click on the blue link of the PLAN ID.
  4. A new window/tab will be automatically opened, and you need to click on the red CANCEL button, select Cancel Without Pay, and enter a short note like PAYOFF / UPDATE new card / Special quote/rate given. 
  5. Wait for the pop-up stating that you have successfully Cancelled the plan!   See the plan status changed to CANCELED, and you can click on OK and go back to the original tab and send them a Payment link via email or re-enroll.

 

Related Topics:

Move Payments, Payment Link Error and Synergen Pay Errors

 

Last update by: Claudia F (Aug 26, 2024)

Views: 2742