The Manager of Patient Success oversees escalation management procedures for Natera’s patient community and field sales organization. This role will lead a team of patient billing experts focused on increasing patient satisfaction by resolving escalations and maintaining a solid relationship with the patient. This will be accomplished through various forms of communication, including phone, email, and chat. The Manager of Patient Success will be expected to manage high communication with internal leadership and patients from engagement to resolution. PRIMARY RESPONSIBILITIES:
Drive high-level collaboration and coordination with various business functions to resolve escalated patient needs. - Manage a team that entails issuing tickets, responding to tickets, and escalating ticket issues as necessary,
Owning the second level line of escalation to our patient billing call center agents. - Responsible for leading patient outreach efforts to resolve escalated issues. - Responsible for developing and analyzing escalation performance metrics by maintaining weekly metrics and quality trends, including time to resolution and patient escalation summaries. - In charge of maintaining and improving procedures for patients and field personnel
Lead operational programs, projects, and initiatives that help drive the sustaining business forward through patient resolution. - Keeps key internal leaders and other stakeholders apprised of the escalation status. - Leads post-issue root cause analysis (RCA) discussions to minimize and eliminate future occurrences. - Ensures timely closure of escalation cases. - This role regularly works with PHI, both in paper and electronic form, and has access to various technologies to access PHI (paper and electronic) to perform the job. - Employees must complete HIPAA/PHI privacy training, General Policies, Procedure Compliance training, and security training as soon as possible but by the first 30 days of hire. - Must maintain a current status on Natera training requirements. - Employees must pass a post-offer criminal background check.
QUALIFICATIONS:
Bachelor’s degree or equivalent. - Minimum of two years of call center experience in inbound and outbound capacity. - Minimum two years of salesforce.com experience
Minimum of 2 years of billing experience
Background in medical billing preferred
KNOWLEDGE, SKILLS, AND ABILITIES:
Outgoing personality with excellent oral & presentation skills. - Ability to think strategically as well as execute tactically
Emphasis on competitive analysis and team-first attitude. - Ability to relate and educate our billing offerings to potential patients and internal agents
Strong quantitative and MS Excel skills
Self-motivation, with the desire and capacity to work independently and collaboratively
Must act with a sense of urgency. - Excellent organizational and communication skills (written and verbal)
PHYSICAL DEMANDS & WORK ENVIRONMENT:
Duties are typically performed in an office setting; however, working from home is an option. - This position requires using a computer keyboard, communicating over the telephone, and reading printed material. - Duties may sometimes require working outside regular hours (evenings and weekends)
25% travel is required for this position
OUR OPPORTUNITY
Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management. WHAT WE OFFER
Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program! For more information, visit www.natera.com. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws. If you are based in California, we encourage you to read this important information for California residents.
Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.
