Call Center Quality Supervisor, Patient Services

POSITION SUMMARY

 

Manage a team dedicated to executing Natera’s billing strategy. This highly important function will lead our efforts to collect payments for our services from third-party payers and assist the Sales Team. The Supervisor is responsible for coaching, developing, motivating, and leading the quality specialist team.

 

PRIMARY RESPONSIBILITIES

 

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

• Promotes a positive working environment through role modeling, team development, respect, fairness, and consistency.

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

• Responsible for monitoring , QA, and providing feedback for the following activities: 

  • Inbound and outbound calls

  • Emails and faxes.

  • Live support chats.

• Oversees the process of ensuring 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 response to patient concerns and complaints. Assists staff with enforcing policy.

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

• Monitors and validates employee adherence to Policies and Procedures, auditing as necessary. 

• Monitors and evaluates employee productivity and performance to goal.

• Assist with completion of all required projects and reports in a timely fashion on a daily, weekly or monthly basis per the direction of management.

• Participate in CAPA reviews to determine opportunities for individual and team training to maintain adherence to processes and policy. 

• Generate the necessary documentation, such as SOPs, workflow maps, and protocols. 

• As part of the Patient Services leadership team, provides input on all aspects of departmental administration, including office staff activities and performance.

• As part of the Quality and Training department, supports Training and Document Control by providing data, feedback, subject matter expertise, and aids in facilitating training sessions as needed.

• This role works with PHI regularly, 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 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.

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• QUALIFICATIONS

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

• Required – 5(+) years of quality call center experience 

• Experience with insurance claims submission and management software (experience with Xifin, AMD, and LIMS, platform a plus)

• Demonstrated ability to use analytics to develop, analyze payments, and diagnose issues

• Strong communication skills, both verbal and written

• Strong computer skills

 

KNOW