Natera Mgr Patient Success

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 not later than 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 

• 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