SF Ticket Transfer Chart

Reason of Ticket

Transfer to this Queue

The patient is asking about the cost of self-pay or insurance coverage before proceeding with the test.

Pre-Test Estimates

The patient wants to pay their bill, referring to a physical bill or EOB, and prefers the self-pay option

Natera Emails

The patient is inquiring about financial assistance for bill payment.

Compassionate Care

Anora Tests

Anora Test Status

Spectrum Tests

Spectrum Patient Services

Onshore tickets that we can’t access in LIMS

Patient Inquiries (Michigan / Wisconsin)

Signatera cases

ONC CX

Renasight and Prospera cases

Organ Health Customer Care

If the patient is asking about access to the payment portal or opting to pay the cash rate instead of using insurance (cash rates typically involve early payments with a discount).

PTP Billing

The clinic is reaching out with questions about patient orders or specific tests we offer, including any miscellaneous escalated clinic inquiries

Women’s Health CX General Support

A clinic has an inquiry regarding kits and orders.

Kit Orders

If a patient sends their insurance information.

Sales Billing MI

Inquiries related to the patient portal or access to their test results

               UPP

Escalated from PanAm to PX team when direct questions are asked by the patient or Authorized Representative. Escalate all tickets related to patients under 18 years old. International Patients.

Any miscellaneous patient escalated inquiry.

Panam Escalations

If the patient is a Self-pay and would like to add Progyny for a Horizon test

       Spectrum PA                    Request

If the patient would like to have a copy of their statement 

Synergen Assist
Email is required to POC
Synergen SOS- Distro list 03.11.2024

Any Self  – Pay switch (if applicable)

Synergen Assist
Email is required to POC
Synergen SOS- Distro list 03.11.2024

If a patient reports an issue with the payment portal

After validation – Synergen Assist
Email is required to POC
Synergen SOS- Distro list 03.11.2024

Potential complaints or Escalated scenarios

       Bill Review 

Fax Queues 

INS Posting

Appeals

Prior Authorization Faxes

CC Payments

INS Overpayments

Salesforce Fax SOP

International Billing – Registered Clinics

     Global Billing

INTL Clinic Patient Billing Pricing

The clinic is requesting to be billed instead of the patient’s bill.

    Client Billing

The patient has Progyny and took Horizon test or Spectrum.

    Spectrum PA

If a patient that paid PTP price is asking for an Itemized bill.

    PTP Itemized

Clinic or CFS requesting to update contact information, ICD-10, IO Drugs or insurance information. 

   Sales Billing MI

If a patient sends a legal ID card to update demographics. 

   CSS Escalations

Synergen requests ICD-10 code to proceed with billing. 

      Billing CDR                 Verification

General inquiries or Estimates about Spectrum tests

       Spectrum

Internal Natera requests to bill insurance when insurance is already on file. 

 Synergen Assist

Internal Natera requests to bill insurance when insurance is not on file.

   IVT Escalations