Proper Documentation

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Note Template with Descriptions

This template must be used across the board to document your interactions.

LIMS
AMD
CARE ( for PTP/PTE only ) 
Chatter > Post in Salesforce
Regardless of whether there was a call or not

Since this is a standard template, you MUST NOT modify the order or anything else on it.

Case Number(s): {patient’s case ID, include both if combo case}
Note Type: {Inbound Call, Outbound Call, Support Ticket}
Agent Group: {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/ Number from UContact}
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 Salesforce tickets}
Action Taken/Next Steps: {List all action taken + any next steps}
{If a payment was taken, please include the transaction ID} 
{Included any turnaround times that were provided} 

Expected Follow-up:{Outline the expected follow-up}
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:

Definition and Characteristics of Combo Cases

Definition:
Combo cases refer to cases where multiple tests—typically Horizon and Panorama—are ordered for the same patient and processed together.

Characteristics:

  • Test Combination: Usually includes Horizon (carrier screening) and Panorama (NIPT).
  • Correlative Case Numbers: The cases will have sequential or closely related case numbers (e.g., 13394825 & 13394826).
  • Date of Service: The tests are typically performed on the same day or within a short timeframe.
  • Billing & Processing: These cases may be reviewed together to ensure accurate billing, reporting, and follow-up.

REDRAW CASES

Since those will be linked you must leave both case numbers in your notes, there’s no need to document both cases.

JOINT CASES

Document ONLY the case that was discussed. Joint cases mean that this is one from the patient and other from the partner/spouse. Be careful when disclosing information ensure the caller is listed as an authorized user. 

SIGNATERA AND PROSPERA CASES

REMINDER


Last update by: Nina O (Jun 10,  2025)

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