Supv, Patient Success

About this role

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 Team.

PRIMARY RESPONSIBILITIES

• Supervise a team of Patient Success Specialists

• Daily supervision of staff to include all department sub-teams

• Assists with feedback on hiring, discipline, and performance
evaluations.

• Ensures 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.

• Over sees the process of providing coverage for employee vacation and sick calls.

• Provides backup for scheduling as needed.

• Provides department orientation for all direct reports and coordinates training per job description.

• Assures that ongoing training is provided for established employees.

• Liaison with internal departments to promote ongoing communication and ensure accuracy.

• Acts as the first level of escalation to patient concerns and complaints.
Assists staff with enforcing policy.

• Assists management with regular meetings for all staff and ensures meeting minutes are completed within 24 hours.

• Works with the sub-teams to manage the entire process from insurance
verification to final collection.

• Handles the supply orders for the department

• Monitors and validates adherence to Policies and Procedures, auditing as necessary. Monitors and evaluates employee productivity and performance to goal.

• Assists 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.

• Develops, monitors, coaches, and manages staff, ensuring the development of
employees through orientation, training, establishing objectives,
communicating rules, and constructive discipline.

• Promotes 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…