Transfer Process For PTP/ PTE/ Missing INS

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WHEN TRANSFERRING CALLS  
  1. Authentication and Notes:
    • Authenticate accounts and leave notes on every interaction.
    • All calls must be warm transferred
  2. Warm Transfer Process:
    • After verifying the account and understanding the caller’s needs, offer further assistance.
    • Inform the caller that you will be transferring them and provide your closing script: “I will connect you to the correct department, but before I do so, is there anything else that I may assist you with? Thank you for calling Natera, and please remain on the line.”
  3. Maximum Hold Time:
    • Wait for an agent to answer the call for a maximum of 4 minutes.
    • If the agent answers:
      • Introduce yourself and the caller.
      • Provide relevant details: “Hi, this is [Your Name] from [Your Department]. I have [Caller’s Name] on the line. The patient is calling about [reason], the case number is [case number], and the caller has been/has not been HIPAA verified.”
      • Once the agent is ready, hang up to complete the transfer.
  4. Extended Hold Scenario:
    • If no agent answers after 4 minutes:
      • Inform the caller: “Thank you for holding, Mrs./Mr. [Caller’s Last Name]. I apologize, but the department I’m trying to reach is busy at this time, and I am unable to wait on the call for more than 4 minutes. I can still transfer your call, but I will no longer be on the line. May I place you on hold for about two minutes to attempt the transfer again?”
      • Attempt to transfer the call again after waiting 2 minutes.
  5. Callback Request:

WHEN ACCEPTING TRANSFERS 

Agents from other departments are also required to authenticate the account before transferring but remember, you NEED to accept the call regardless if the other agent verified or not; this is so we don’t waste our patient’s time.

Other departments have different verification methods. When accepting the call, please ensure you ASK IF PT WAS OR NOT HIPAA VERIFIED.
 

“Hi, this is xxx from the (department name. My co-worker explained you need xxx, correct?  “

 

Related Topics:

Transfer Process

 

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

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