[Hiring] Patient Success Supervisor @Natera

Role Description

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

• Supervise a team of Patient Success Specialists.
• Daily supervision of staff to include all department sub-teams.
• Assist with feedback on hiring, discipline, and performance evaluations.
• Ensure the team exceeds all performance KPIs and metrics.
• Responsible for monitoring and QA of inbound and outbound calls and providing feedback.
• Responsible for monitoring and 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 that ongoing training is provided for established employees.
• Liaison with internal departments to promote ongoing communication and ensure accuracy.
• Act as the first level of escalation to 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 the sub-teams to manage the entire process from insurance verification to final collection.
• Handle the 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 the development of employees 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.

Qualifications

• Bachelor’s degree or equivalent in Healthcare, Marketing, or Business related field.
• Required – 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.

Requirements

• Training in business administration, accountancy, sales, marketing, computer sciences, or similar vocations.
• Typically requires 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.
• Ability to communicate effectively both orally and in writing.
• Strong interpersonal skills.
• Strong organizational skills and 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.

Benefits

• Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
• 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.
• Generous employee referral program!