Mgr, Patient Success

Natera - Austin, TX

Full-time - Mid Level

Remote - Austin, TX

Ambulatory Health Care Services

About the position

The Manager of Patient Success at Natera is responsible for overseeing escalation management procedures for the patient community and field sales organization. This role involves leading a team of patient billing experts to enhance patient satisfaction by resolving escalations and maintaining strong relationships with patients through various communication channels. The manager will coordinate with internal leadership and patients to ensure effective engagement and resolution of issues.

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.
• Own the second level line of escalation to our patient billing call center agents.
• Lead patient outreach efforts to resolve escalated issues.
• Develop and analyze escalation performance metrics by maintaining weekly metrics and quality trends, including time to resolution and patient escalation summaries.
• Maintain and improve procedures for patients and field personnel.
• Lead operational programs, projects, and initiatives that help drive the sustaining business forward through patient resolution.
• Keep key internal leaders and other stakeholders apprised of the escalation status.
• Lead post-issue root cause analysis (RCA) discussions to minimize and eliminate future occurrences.
• Ensure timely closure of escalation cases.

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.
• Background in medical billing preferred.
• Outgoing personality with excellent oral & presentation skills.
• Ability to think strategically as well as execute tactically.
• Strong quantitative and MS Excel skills.
• Self-motivation, with the desire and capacity to work independently and collaboratively.
• Excellent organizational and communication skills (written and verbal).

Nice-to-haves

• Experience in healthcare or medical billing environments.
• Knowledge of HIPAA regulations and compliance.

Benefits

• Commuter assistance
• Health insurance
• Dental insurance
• 401(k)
• Vision insurance
• Referral program