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Tech Stack
Tools & technologiesSFDC
About the role
Key responsibilities & impact- Drive high-level collaboration and coordination with various business functions to resolve escalated patient needs.
- Manage a team that entails issuing tickets, responding to tickets, and escalating ticket issues as necessary.
- Owning the second level line of escalation to our patient billing call center agents.
- Responsible for leading patient outreach efforts to resolve escalated issues.
- Responsible 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.
- Keeps 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.
- Ensures timely closure of escalation cases.
- This 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 by the first 30 days of hire.
- Must maintain a current status on Natera training requirements.
- Employees must pass a post-offer criminal background check.
Requirements
What you’ll need- 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.
- Background in medical billing preferred.
Benefits
Comp & perks- Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
- Additionally, 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.
- We also offer a generous employee referral program!
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
escalation managementperformance metrics analysisroot cause analysispatient outreachticketing system managementbillingmedical billingsalesforce.comcall center operations
Soft Skills
collaborationcoordinationleadershipcommunicationproblem-solvingorganizational skills
Certifications
HIPAA trainingsecurity trainingprocedure compliance training