Patient Success Supervisor

Summary

Join Natera's team as a Billing Manager, overseeing a team of Patient Success Specialists. You will be responsible for supervising staff, ensuring performance metrics are met, and monitoring call and email quality. This role involves managing employee schedules, providing training, and acting as the first point of escalation for patient concerns. Collaboration with internal departments is crucial for maintaining accuracy and communication. The position requires a Bachelor's degree, 5+ years of healthcare experience, and strong communication and analytical skills. Natera offers competitive benefits, including comprehensive medical, dental, vision, life, and disability plans, as well as fertility care benefits and paid leave.

Requirements

• Bachelor’s degree or equivalent in Healthcare, Marketing, or Business related field
• Required – 5(+) years of Healthcare experience
• Experience with insurance claims submission and management software (experience with Xifin, AMD, and LIMS, platform a plus)
• Thorough knowledge of the healthcare reimbursement environment (government and private payers), including coverage, coding, and payment and understanding of insurance billing practices
• Demonstrated ability to use analytics to develop, analyze payments, and diagnose issues
• Strong communication skills, both verbal and written
• Strong computer skills
• Must maintain a current status on Natera training requirements
• The employee must complete HIPAA/PHI privacy training, General Policies and Procedure Compliance training, and security training as soon as possible but not later than the first 30 days of hire

Responsibilities

• Supervise a team of Patient Success Specialist
• Daily supervision of staff to include all department sub-teams
• Assists with feedback on hiring, discipline, and performance evaluations
• Ensures the team exceeds all performance KPIs and metrics
• Responsible for monitoring and QA of inbound and outbound calls and providing feedback
• Responsible for monitoring and QA of emails and faxes
• Oversees the process of providing coverage for employee vacation and sick calls
• Provides backup for scheduling as needed
• Provides department orientation for all direct reports and coordinates training per job description
• Assures that ongoing training is provided for established employees
• Liaison with internal departments to promote ongoing communication and ensure accuracy
• Acts as the first level of escalation to patient concerns and complaints. Assists staff with enforcing policy
• Assists management with regular meetings for all staff and ensures meeting minutes are completed within 24 hours
• Works with the sub-teams to manage the entire process from insurance verification to final collection
• Handles the supply orders for the department
• Monitors and validates adherence to Policies and Procedures, auditing as necessary. Monitors and evaluates employee productivity and performance to goal
• Assists with the completion of all required projects and reports in a timely fashion on a daily, weekly, or monthly basis per the direction of management
• Develops, monitors, coaches, and manages staff, ensuring the development of employees through orientation, training, establishing objectives, communicating rules, and constructive discipline
• Promotes a positive working environment through role modeling, team development, respect, fairness, and consistency

Preferred Qualifications

• Training in business administration, accountancy, sales, marketing, computer sciences, or similar vocations
• Typically requires at least two (2) years of directly related and progressively responsible experience
• Ability to perform simple analysis and discuss with upper management
• Skilled in Microsoft Office: Word and Excel
• Ability to communicate effectively both orally and in writing
• Strong interpersonal skills. Strong organizational skills and attention to detail
• Ability to proficiently use computers and standard office equipment
• Working knowledge of Microsoft Office. Knowledge of payer eligibility and benefits
• Healthcare research and analysis skills sufficient to support payer research healthcare policy library and state management
• Ability to resolve associate issues effectively and efficiently

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!