Supv, Patient Success

About the Role

Manage a team dedicated to executing Natera’s billing strategy. This essential function will lead efforts to collect payments for services from patients and provide support to internal Natera team members.

Responsibilities

• Supervise a team of Patient Success Specialists.
• Daily supervision of staff, including all department sub-teams.
• Assist with feedback on hiring, discipline, and performance evaluations.
• Ensure the team exceeds all performance KPIs and metrics.
• Monitor and perform QA of inbound and outbound calls, providing feedback.
• Monitor and perform QA of emails and faxes.
• Oversee the process of providing coverage for employee vacation and sick calls.
• Provide backup for scheduling as needed.
• Provide department orientation for all direct reports and coordinate training per job description.
• Assure ongoing training is provided for established employees.
• Act as a liaison with internal departments to promote ongoing communication and ensure accuracy.
• Act as the first level of escalation for patient concerns and complaints; assist staff with enforcing policy.
• Assist management with regular meetings for all staff and ensure meeting minutes are completed within 24 hours.
• Work with sub-teams to manage the entire process from insurance verification to final collection.
• Handle supply orders for the department.
• Monitor and validate adherence to Policies and Procedures, auditing as necessary.
• Monitor and evaluate employee productivity and performance to goal.
• Assist with the completion of all required projects and reports in a timely fashion on a daily, weekly, or monthly basis per the direction of management.
• Develop, monitor, coach, and manage staff, ensuring employee development through orientation, training, establishing objectives, communicating rules, and constructive discipline.
• Promote a positive working environment through role modeling, team development, respect, fairness, and consistency.

This role regularly works with PHI in paper and electronic form and has access to various technologies to access PHI (paper and electronic) to perform the job. The employee must complete HIPAA/PHI privacy training, General Policies and Procedure Compliance training, and security training as soon as possible but not later than the first 30 days of hire. Must maintain a current status on Natera training requirements.

Requirements

• Bachelor’s degree or equivalent in Healthcare, Marketing, or Business-related field.
• 5+ years of healthcare experience.
• Experience with insurance claims submission and management software (experience with Xifin, AMD, and LIMS platform a plus).
• Thorough knowledge of the healthcare reimbursement environment (government and private payers), including coverage, coding, and payment, and understanding of insurance billing practices.
• Demonstrated ability to use analytics to develop, analyze payments, and diagnose issues.
• Strong communication skills, both verbal and written.
• Strong computer skills.
• Training in business administration, accountancy, sales, marketing, computer sciences, or similar vocations.
• At least two (2) years of directly related and progressively responsible experience.
• Ability to perform simple analysis and discuss with upper management.
• Skilled in Microsoft Office: Word and Excel.
• Strong interpersonal and organizational skills with attention to detail.
• Ability to proficiently use computers and standard office equipment.
• Working knowledge of Microsoft Office.
• Knowledge of payer eligibility and benefits.
• Healthcare research and analysis skills sufficient to support payer research, healthcare policy library, and state management.
• Ability to resolve associate issues effectively and efficiently.

Physical Demands and Work Environment

Duties are typically performed in an office setting. This position requires using a computer keyboard, communicating over the telephone, and reading printed material. Sometimes, duties may require working outside regular hours (evenings and weekends).

About Natera

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers, and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

Benefits

• Comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents.
• Free testing for Natera employees and their immediate families, in addition to fertility care benefits.
• Pregnancy and baby bonding leave.
• 401k benefits.
• Commuter benefits.
• Generous employee referral program.