Manager, Patient Success

The Manager of Patient Success oversees 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. This will be accomplished through various forms of communication, including phone, email, and chat.  

 

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 by 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
  

 

KNOWLEDGE, SKILLS, AND ABILITIES: 

• 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