Associate Director, Patient Success

Summary

Join Natera as an Associate Director, Patient Success and support daily operations, ensuring excellent patient billing. Manage Patient Success Leaders, overseeing their performance and contributing to company goals. Responsibilities include managing a team, assigning work, providing training and support, executing the company vision, identifying efficiency improvements, tracking team progress, and creating reports. You will also be responsible for staff development. This role requires regular handling of Protected Health Information (PHI). The position offers a competitive salary and benefits package.

Requirements

• Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire
• Must maintain a current status on Natera training requirements
• Bachelor's Degree or equivalent required, MBA preferred
• Progressive experience (minimum of 4 years) as an Operations or Call Center Manager
• Experience in Billing Operations
• Key experience with managing the day-to-day activities of the inbound and outbound call center teams
• Ability to effectively coach/train team members
• Ability to define and document job descriptions for each team member
• Ability to select and implement any business systems required for the Patient Success organization
• Ability to work collaboratively with other departments to define requirements and execute against these requirements
• Has a high level of energy and optimism to motivate and build a high-performing team

Responsibilities

• Manage a team of Patient Success managers/supervisors who will support the field sales organization and/or Natera patients
• Manage work assignment and time schedules
• Train, manage and support the overall team to goals/performance of annually defined goals and/or revenue as outlined by the company goal/plan
• Responsible for executing the overall vision set by ELT and managing all day-to-day activities
• Identify and implement efficiency gains throughout the patient journey
• Take ownership of tracking overall team progress and provide detailed management status reports, including KPIs or high-level data analysis
• Responsible for staff development through continuing education, performance evaluation, and goal identification
• Perform other duties as assigned
• This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job

Benefits

• 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!