Natera is hiring a
Remote Mgr Patient Success
\nThe 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. \n\nThe Manager of Patient Success will be expected to manage high communication with internal leadership and patients from engagement to resolution.\n\nPRIMARY RESPONSIBILITIES: \n* \nDrive high-level collaboration and coordination with various business functions to resolve escalated patient needs. \n* \nManage a team that entails issuing tickets, responding to tickets, and escalating ticket issues as necessary, \n* \n Owning the second level line of escalation to our patient billing call center agents. • Responsible for leading patient outreach efforts to resolve escalated issues. \n* \nResponsible 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. \n* \nKeeps 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. \n* \nEnsures timely closure of escalation cases. \n* \nThis 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. \n* \nMust maintain a current status on Natera training requirements. \n* \nEmployees must pass a post-offer criminal background check. \n\n\n\nQUALIFICATIONS: \n* \n Bachelor’s degree or equivalent. \n* \nMinimum of two years of call center experience in inbound and outbound capacity. \n* \nMinimum two years of salesforce.com experience \n* \nMinimum of 2 years of billing experience \n* \nBackground in medical billing preferred \n\n\n\nKNOWLEDGE, SKILLS, AND ABILITIES: \n* \nOutgoing personality with excellent oral & presentation skills. \n* \nAbility to think strategically as well as execute tactically \n* \nEmphasis on competitive analysis and team-first attitude. \n* \nAbility to relate and educate our billing offerings to potential patients and internal agents • Strong quantitative and MS Excel skills \n* \nSelf-motivation, with the desire and capacity to work independently and collaboratively, • Must act with a sense of urgency. \n* \nExcellent organizational and communication skills (written and verbal) \n\n\n\nPHYSICAL DEMANDS & WORK ENVIRONMENT: \n* \nDuties are typically performed in an office setting; however, working from home is an option. \n* \nThis position requires using a computer keyboard, communicating over the telephone, and reading printed material. \n* \nDuties may sometimes require working outside regular hours (evenings and weekends)\n* \n25% travel is required for this position\n\n \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Travel, Sales and Non Tech jobs that are similar:\n\n
$50,000 — $80,000/year\n
\n\n#Benefits\n
💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nAustin, Texas, United States
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