If you have doubts about what type of scenarios you can use for each disposition, please follow the list below:
| Level 1 – Mandatory | |
| Inbounds & Outbounds | Description |
| Audit Test | Quality testing calls |
| Call Rejected | The patient declined or didn’t answer |
| Compassionate Care – Application processed | The patient was pre-approved and an application submitted |
| Compassionate Care – General | Pre-qualification done and instructed patient how to apply |
| Courtesy Exception – Successful | Natera agent was able to provide resolution according to walk-down parameters (To be used by Natera only) |
| Demographics Update (not insurance) | Updated the patient’s address, phone, and email |
| Escalated to Resolutions | The call was transferred to the Resolutions team |
| General Inquiry – Patient | General Questions |
| Insurance – Appeals | An insurance company or patient calling about appeals |
| Insurance – Clm Resubmit | An insurance company or patient needing a claim to be resubmitted |
| Insurance – Clm Status | An insurance company or patient calling about the status of a claim, EOB explanation, etc |
| Pending Synergen | Action pending Synergen, unable to provide resolution at this time |
| Pre test Estimates | Pre-test estimates |
| PTP – Billing options provided | Patient received Price Transparency payment options |
| PTP – Case closed to insurance | After receiving Price Transparency payment options, patient decided to send the claim to the insurance |
| Refund request | The patient requested a refund and submitted |
| Req form request | The patient is requesting a copy of their req form – escalated to CSS |
| Test Status Email Provided | Non-billing related call – Managing Non-Billing Calls |
| Transfer – Advanced Pay | The patient is transferred to the advance pay team |
| Transfer – AMCA | The call was transferred to the offshore team |
| Transfer – AMCA Comp Care | Compassionate Care calls transferred to the Natera Onshore Team |
| Transfer – Billing | The call was transferred to the Billing team |
| Transfer – CFS | The call was transferred to the CFS (sales rep) line |
| Transfer – Courtesy Exception | Panam billing agent transferred to the Natera_Escalation campaign |
| Transfer – Customer Experience | The call was transferred to the Customer Experience team |
| Transfer – Natera Clinics | The call was transferred to the clinic’s line |
| Transfer – NCS | Panam billing agent transferred to Natera NCS campaign *Do not use* |
| Transfer – Prior Authorization | PA-related calls were transferred to the PA team |
| Transfer – PTP/PTE | The call was transferred to PTE team |
| Transfer – Resolutions | The call was escalated to the resolutions team |
| Transfer – Signatera | The call was transferred to the billing Signatera team |
| Transfer – Spectrum | The call was transferred to the billing Spectrum team |
| Transfer – Supervisor | The call was escalated to a CSS (NOT resolutions team) |
| Unable to complete call – Patient ended the call | The patient disconnected the call |
Last update by: Claudia Fuentes (September 23, 2024)