CALL HANDLING GUIDELINES
All calls must be warm transferred.
Transfers to Queues handled by Natera
CFS + Clinic 650.540.8867
Spectrum 650.412.7251
Escalations & AMCA 650.412.8715
Signatera 855.579.6657
Maximum Hold Time
First Attempt > Wait 4 minutes on the line.
If there’s no answer, press *1 and return to the patient. Refresh the call and inform them that you are still waiting for an available representative.
Second Attempt > Wait 2 minutes on the line.
If you cannot get ahold of a rep, you will blind-transfer the call. Make sure you document clearly.
If the agent answers:
Introduce yourself and the caller, provide the case number, explain the reason for the call, and indicate whether the caller has been HIPAA verified or not.
PTE/PTP TRANSFERS
If the patient does not have a case because they haven’t taken the test yet and just want an estimated cost, whether they are in an Onshore or Non-Onshore state, the call must be warm transferred to our Natera_PTE_Inbound queue.
If the patient wants to review their payment options and the case is open in Natera Care but is NOT an Onshore case, the call must be warm transferred to our Natera_PTP_Inbound queue.
If the patient wants to review their payment options, the case is open in Natera Care, and the case is from an Onshore state (Arizona, Michigan, Oklahoma, Texas, or Wisconsin), the call must be warm transferred to our Natera_PTP_Onshore queue.
If you need to transfer a call to the PTP or PTE queue and can’t reach anyone after waiting 2 minutes, please submit a ‘Callback from PTP/PTE’ escalation request through Syncro CRM. Only one 2-minute attempt should be made, and be sure to set the turnaround time to 48 hours.
Other Scenarios or Queues
If transferring to Signatera 855.579.6657 (Altera, Renasight, Signatera, Prospera),make a first attempt of 4 minutes. If there is no response, refresh the call and make a second attempt of 2 minutes. If there is no response submit an “ONC Callback” escalation through Syncro CRM
If transferring to AMCA, Spectrum 650.412.7251 , PA, CFS 650.540.8867, make a first attempt of 4 minutes. If there is no response, refresh the call and make a second attempt of 2 minutes. If there is no response, let it go as a cold transfer.
If transferring to Resolutions because the patient requested a supervisor or manager,make a first attempt of 4 minutes. If there is no response, refresh the call and make a second attempt of 2 minutes.If there is no response, refresh the call with the patient and submit a “Patient Callback” escalation through Syncro CRM.
If transferring a call to the Escalation Team,make a first attempt of 4 minutes. If there is no response, refresh the call and make a second attempt of 2 minutes.If there is no response, refresh the call with the patient and submit a “Supervisor Escalation” through Syncro.
When Accepting Transfers
Agents from other departments are required to authenticate the account before transferring. However, you must accept the call regardless of whether the previous agent completed verification—this helps us avoid wasting the patient’s time.
Since different departments use various verification methods, ask if the patient was HIPAA verified when you take the call.
Here’s an example of how to open the conversation:
“Hi, this is [Your Name] from [Department Name]. My co-worker mentioned you need help with [specific issue], is that correct?”
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Last update by: Nina O (Dec 18, 2024)