Natera
Healthcare
Manager,PatientSuccess
“Manager, Patient Success at Natera. Skills: Patient Success, Escalation Management, Team Leadership. Oversee escalation management procedures. Lead a team of patient billing experts”
What You'll Achieve.
Increasing patient satisfaction; Resolving escalations; Maintaining a solid relationship with the patient; Timely closure of escalation cases
Industry & Context.
Resolve escalated patient needs; Minimize and eliminate future occurrences
Works with PHI, Must pass a post-offer criminal background check, 25% travel is required, Working outside regular hours (evenings and weekends) may be required
What They're Looking For.
Must Have
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
Nice to Have
Background in medical billing
What You'll Do.
Oversee escalation management procedures
Lead a team of patient billing experts
Resolve escalated patient needs
Manage ticket issuance and response
Own second level line of escalation
Lead patient outreach efforts
Develop and analyze escalation performance metrics
Maintain and improve procedures
Lead operational programs and initiatives
Keep leaders apprised of escalation status
Lead post-issue root cause analysis
Ensure timely closure of escalation cases
How You'll Work.
Team & Collaboration
Drive high-level collaboration with various business functions; Keeps key internal leaders and other stakeholders apprised
Communication Scope
Excellent oral communication
Process & Methodology
Lead operational programs, projects, and initiatives
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