Director, Insurance Billing

PRIMARY RESPONSIBILITIES:

• Analyze departmental performance and provide recommendations to leadership in the development, implementation and evaluation of new or existing operations policies, procedures, programs and standards to support company objectives

• Relentlessly pursue continuous improvement, process excellence, and productivity

• Proactively drive and achieve operational performance metrics including consumer satisfaction, NPS, compliance, engagement, payment and other financial objectives.

• Collaborate with business partners to identify and remediate root cause of degradation of performance

• Review forecasts and staffing plans to meet service levels, cost per interaction and Billing related goals

• Maintain and enhance Billing policies and procedures across various functions, including ensuring adherence to policies.

• Lead and manage various initiatives, programs and segments of the Billing function

• Make decisions and solve problems by analyzing information and evaluating results to optimize customer service and satisfaction

• Communicate department and company goals to create buy-in and foster a sense of purpose

• Represent the Billing organization in cross-functional meetings/projects with Product, Marketing, Sales, Engineering, IT, UX

• Work closely with User Experience teams to ensure exceptional customer experience

• Deal directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate clearly and logically root cause of issue and resolution

• Inspire and motivate to deliver compassionate, efficient and effective service.

• Foster a culture of coaching, development, and employee engagement that enhances the employee experience while delivering on our operational objectives

• Accountable for delivering efficient, effective and compassionate service to consumers

 

QUALIFICATIONS:

• Undergraduate degree required, MBA or other higher level degree preferred

• Minimum 5 years in a leadership role

• Experience with contact center management (mid-large size), customer service tools, and highly complex product offerings required

• Leadership experience in a growing environment with continuous build out of processes

• Knowledge of healthcare reimbursement, billing, coding and compliance regulations preferred

• Healthcare, diagnostics, healthplan, biopharma, or med device experience desired

 

KNOWLEDGE, SKILLS, AND ABILITIES:

• Demonstrated ability to work independently, take initiative, problem solve and handle multiple tasks with ease, while maintaining strong strategic focus on continuous improvement and consistency in customer service

• Strategic, analytical thinker with skills in root cause analysis and problem solving skills

• Adaptability to change and self-starter

• Ability to promote a positive team environment

• Ability to deliver training, mentoring, and constructive feedback in professional manner

• Proven organizational skills and the ability to manage multiple, concurrent priorities in a fast-paced organization

• Ability to maintain professionalism during highly escalated situations

• Proven ability to lead teams and managing front line team leaders

• Strong written, verbal, analytical and interpersonal skills

• Experience collaborating with peers in a remote support center environment

• Experience in managing vendor relationships

• Strong project management experience

 

The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.Remote USA$136,500—$170,600 USD

OUR OPPORTUNITY

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