Mgr, Patient Success

United StatesRemote

Responsibilities

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, •
Lead operational programs, projects, and initiatives that help drive the sustaining business forward through patient resolution. •

Must maintain a current status on Natera training requirements. •
Employees must pass a post-offer criminal background check.
Bachelor’s degree or equivalent. •
experience in inbound and outbound capacity. •
Minimum two years of salesforce.com experience •
Strong quantitative and MS Excel skills •
Must act with a sense of urgency. •
Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health.

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.
Remote USA $84,800 — $106,000 USD OUR OPPORTUNITY
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.
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

For more information, visit www.natera.com .
Link: https://www.natera.com/notice-of-data-collection-california-residents/
Please be advised that Natera will reach out to candidates with a @ natera.com email domain ONLY.

The Manager of Patient Success oversees escalation management procedures for Natera’s patient community and field sales organization.
This role will lead a team of patient billing experts focused on increasing patient satisfaction by resolving escalations and maintaining a solid relationship with the patient.
This will be accomplished through various forms of communication, including phone, email, and chat.
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
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. •