Patient Success Specialist

POSITION SUMMARY:

All patient-specific eligibility verifications with payers claim submissions/ investigations, product grid, current patient status analysis, and various reporting functions management.  The candidate must ensure strong organization and strict adherence to guidelines and regulatory requirements. The current role is a pivotal contributor to modifications to internal/external department protocols and SOP for current processes to expand upon additional product lines of payer submissions. Establish priorities and the ability to multi-task accordingly. Confer with Management to determine work progress and provide information on changes.

PRIMARY RESPONSIBILITIES:

Address the needs of patients with a focus on customer support, coordination of logistics, and problem-solving.

Schedule and coordinate workflow within or between departments to expedite project efficiencies and resolution to escalations.

Address and resolve assigned inquiries with a sense of urgency.  These include but are not limited to patients, sales team, clinic, and executive inquiries and escalations. 

Ensures timely closure of escalation cases using email, phone, or salesforce.com

Adhere to pre-established guidelines, specific instructions, and training to perform the job functions effectively.

Review standard operating procedures for everyday departmental tasks/duties. 

Other duties as assigned by Management.

Ensure all data and analysis requests from different parts of the organization are addressed on time.

Owning the second level line of escalation to our patient billing call center agents and field teams.

Responsible for patient outreach efforts to resolve escalated issues using all forms of communication (SMS, email, phone)  

Participates in 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 status of the escalation.

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.

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.

QUALIFICATIONS:

Bachelor’s degree or equivalent experience 

Experience with medical billing and coding, preferably in a skilled nursing environment

Excellent customer service skills and phone manner

Ability to manage stress in a fast-paced environment

Strong knowledge of Medicare and Medicaid practices

Minimum of two years of call center experience in inbound and outbound capacity. 

Minimum two years of Salesforce experience

KNOWLEDGE, SKILLS, AND ABILITIES:

Outgoing personality with excellent oral & presentation skills.

Ability to think strategically and execute tactically.

Emphasis on competitive analysis and team-first attitude.

Ability to relate and educate our billing offerings to potential patients and internal agents.

Strong quantitative and MS Excel skills 

Self-motivation, with the desire and capacity to work both independently and collaboratively.

Must act with a sense of urgency.

Excellent organizational and communication skills (written and verbal) 

PHYSICAL DEMANDS & WORK ENVIRONMENT:

Duties are typically performed in an office setting; however, working from home is an option. 

This position requires using a computer keyboard, communicating over the telephone, and reading printed material. 

Duties may sometimes require working outside regular working hours (evenings and weekends).

Duties require the ability to converse with patients on the phone for a minimum of 4 hours/day.

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.San Carlos, CA $26.44—$26.44 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 profes