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.

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.

Competitive 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!

Manager, Patient Success

Key skills