Manager, Patient Success

Summary

Join Natera as the Manager of Patient Success and oversee escalation management procedures for the patient community and field sales organization. Lead a team of patient billing experts to increase patient satisfaction by resolving escalations and maintaining strong patient relationships through various communication channels. Manage high communication with internal leadership and patients, driving collaboration with various business functions to resolve escalated patient needs. Develop and analyze escalation performance metrics, maintain and improve procedures, and lead operational programs to drive business success. Conduct post-issue root cause analysis to minimize future occurrences and ensure timely closure of escalation cases. This role involves regular work with protected health information (PHI) and requires HIPAA/PHI privacy training.

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
• 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)
• 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

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

Preferred Qualifications

Background in medical billing preferred

Benefits

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• Natera employees and their immediate families receive free testing in addition to fertility care benefits
• Pregnancy and baby bonding leave
• 401k benefits
• Commuter benefits
• A generous employee referral program
• Duties are typically performed in an office setting; however, working from home is an option