UContact
Logging In and Out Procedures
The official clock for logging in and out is LIMS’ clock. Please make sure to:
Log in at least 2 minutes before your shift starts.
Log out at least 2 minutes after your shift ends.
Also, don’t forget to send a LOGIN/LOG OUT message to your CSS every day.
Case Number In uContact
Always add and save the patient’s case number in uContact. This step is crucial for helping us track repeat callers and ensuring they are properly routed to the resolutions team.
Case number must be numeric, from 7 to 8 digits. If no case number is available please enter “99999999”
Automatic Callback Feature and Voicemail Protocol
As a reminder, our uContact system has a helpful feature called “automatic callback”, which is enabled for all Natera Billing campaigns. This allows patients to choose between waiting in the queue for the next available agent or opting for a callback. If they select the callback option and hang up, the system will save their spot in the queue and call them back when it’s their turn.
Please remember, whenever you return a callback, you must always leave a voicemail with the following message:
“Hi, this is [Your Name] from the billing department at Natera. We received your request for a callback and are returning your call as promised. Please call us back at 1-844-384-2996 during normal business hours.”
Last update by: Nina O (Oct 22, 2024)