Handling Payments Not Reflected in Patient Accounts – Unapplied Payments
If a patient claims they’ve paid but still see a balance or receive bills, follow these steps:
Check AMD’s History Tab & Notes: Ensure you’re reviewing the correct case. Look for Code PP (Patient Payment).
Payment Found: The bill may have been generated before posting. If no other balance exists, inform the patient their account is at $0.
Payment Not in History but in Notes: Payments can take 3-5 business days to process. Verify it was applied correctly.
Payment Not Found: Search Synergen & payment.natera.com using the case number, DOS, and email.
If <5 days: Leave notes with the transaction ID & ask the patient to wait.
If >5 days: Verify the payment was for the correct case. If paid in full but balance remains, submit a ZBAL request.
Missing Payment: If no record exists in AMD, Synergen, or payment.natera.com, ask the patient to send proof of payment to [email protected] (e.g., reference code from bank/SMS/email).
Subject: Proof of Payment – Case #
If proof was already sent, check with your CSS to determine if a “Missing Payment” ticket via Syncro CRM is needed.
📌 Be thorough & document all actions in the notes!
Resolution Timeframe:
Patients will receive a resolution within 5 to 7 business days after proof of payment has been submitted.
Last update by: Nina O(Feb 13, 2025)