Inbound Calls for Self-Pay Group
Agent Instructions
Verify HIPAA and ask necessary probing questions before sharing the Advance Pay team’s phone number.
DO NOT PROVIDE the Advance Pay Team’s Phone Number if
- The patient only requests an insurance update (follow the standard process).
- The patient seeks an estimate before making a decision (follow the standard process).
- The patient wants to bill insurance and provides insurance information (follow the standard process).
REQUIRED TO PROVIDE the Advance Pay Team’s Phone Number if
- The patient wishes to pay for the test
- An estimate was provided, and the patient has chosen to pay the self-pay rate.
More Information
Advanced Pay works the same as Natera CARE this is for SELF-PAY patients
They will have the chance to pay via Advanced Pay during a certain period of time, however if payment method or payment is not registered case will be closed as Workflow Terminated. When this occurs case will be move to billing ( AMD ) , this means that at this time, Escalations L1 can take the payment via Stripe if the case is not in AMD yet.
Script
Another team handles your case. Do you have a pen and paper to write down their number? It is 844-216-9642. Their hours of operation are Monday to Friday from 09:00 AM to 05:00 PM CST
Last update by: Nina O (May 7, 2025)