Manager, Patient Success

25 minutes ago
Full-time
Junior
Customer and Technical Support
Natera

Natera

Natera specializes in cell-free DNA testing, providing advanced genetic testing services for oncology, women's health, and organ health to help families diagnose and manage genetic diseases.

Pharmaceuticals
1K-5K
Founded 2004

Description

  • Lead a team of patient billing experts handling tickets, responses, and escalations.
  • Own the second-level escalation process for patient billing call center agents.
  • Coordinate with internal business functions to resolve escalated patient needs.
  • Lead patient outreach efforts to resolve escalated issues through phone, email, and chat.
  • Track, analyze, and report escalation performance metrics, quality trends, time to resolution, and patient escalation summaries.
  • Maintain and improve procedures for patients and field personnel.
  • Lead operational programs, projects, and initiatives that support patient resolution and business continuity.
  • Keep internal leaders and stakeholders updated on escalation status.
  • Facilitate post-issue root cause analysis discussions to reduce future issues.
  • Ensure timely closure of escalation cases.

Requirements

  • Bachelor’s degree or equivalent experience.
  • Minimum of 2 years of call center experience in both inbound and outbound capacity.
  • Minimum of 2 years of Salesforce.com experience.
  • Minimum of 2 years of billing experience.
  • Background in medical billing preferred.
  • Excellent oral, written, and presentation skills.
  • Ability to think strategically and execute tactically.
  • Strong quantitative and Microsoft Excel skills.
  • Ability to work independently and collaboratively with a team-first mindset.
  • Must pass a post-offer criminal background check.
  • Must complete HIPAA/PHI privacy training, general policies, procedure compliance training, and security training within the first 30 days of hire.
  • Must maintain current status on Natera training requirements.
  • Ability to work outside regular hours, including evenings and weekends, as needed.
  • 25% travel required.

Benefits

  • Comprehensive medical, dental, vision, life, and disability coverage for eligible employees and dependents.
  • Free testing for employees and their immediate families, plus fertility care benefits.
  • Pregnancy and baby bonding leave.
  • 401(k) benefits.
  • Commuter benefits.
  • Generous employee referral program.
  • Working from home is an option.

Interested in this position?

Apply directly on the company website

Apply Now

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