Manager, Patient Success

Summary

Join our team as the Manager of Patient Success and oversee 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.

Requirements

• 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

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

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