Patient Success Specialist-Temp New US Remote

Natera, Inc.; Northern (KY); Hybrid; USD 23,000 - 32,000; Full time

Benefits offered by this job

Medical Plans

Dental

Vision

Life Insurance

Disability Insurance

401k

Commuter Benefits

Referral Program

Job summary

Natera, Inc. is hiring a Patient Success Specialist for a remote role in the United States. You will support patient eligibility verifications, payer submissions, and investigations while ensuring HIPAA compliance and strict adherence to guidelines.

In this role you will coordinate across departments, manage escalations, and maintain clear communication with management on progress and changes. Strong organization and multitasking are essential to handle multiple product lines effectively.

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 2 years of Call Center experience in an inbound and outbound capacity.

Responsibilities

• Address the needs of patients with a focus on customer support, coordination of logistics, and problem solving.
• Schedule and coordinate the flow of work within or between departments to expedite project efficiencies and resolution to escalations.
• Address and resolve assigned inquiries with a sense of urgency from patients, sales, clinic, or executives.
• Ensure timely closure of escalation cases using email, phone, or Salesforce.
• Adhere to guidelines and training to perform job functions effectively.
• Review standard operating procedures for common tasks and duties.
• Other duties as assigned by Management.
• Ensure data and analysis requests across the organization are addressed timely.
• Own the second level escalation to patient billing call center agents and field teams.
• Outreach patients to resolve escalated issues via SMS, email, or phone.
• Participate in programs and initiatives supporting the business through patient resolution.
• Keep internal leaders apprised of escalation status.
• Work with PHI regularly and maintain training on HIPAA/PHI privacy and security.
• Maintain current status on Natera training requirements.
• Roles may be cross-trained to support additional lines; shifts may change with call volume.

Skills

Excellent customer service

Phone etiquette

Ability to work under stress

Medicare knowledge

Medicaid knowledge

Call Center experience

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Job description

The Patient Success Specialist will work with all patient-specific eligibility verifications with payers, claim submissions/ investigations, product grid and
analysis of the current patient status and manage various reporting functions. The candidate must ensure strong organization, including strict adherence guidelines and regulatory requirements. The current role is a key contributor to modifications to internal/external department protocols and SOP for current processes to expand upon additional product lines of payer submissions. Establish priorities, ability to multi-task accordingly. Confer with Management to determine the progress of work and to 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 the flow of work 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/or escalations.
• Ensures timely closure of escalation cases using email, phone, or salesforce.com
• Adhere to pre-established guidelines and specific instructions and training, to effectively perform the functions of the job.
• Review standard operating procedures for common departmental tasks/duties.
• Other duties as assigned by Management.
• Ensure all data and analysis requests from different parts of the organization are addressed in a timely manner.
• Owning the second level line of escalation to our patient billing call center agents and field teams.
• Responsible for patient outreach effort to resolve escalated issues using all forms of communication (SMS, email, phone)
• Participates with 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.
• This role works with PHI on a regular basis both in paper and electronic form and have access to various technologies to access PHI (paper and electronic) in order to perform the job.
• Employee must complete training relating to HIPAA/PHI privacy, 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.
• Patient Success Specialists are assigned a designated phone line but are also cross trained to help support additional lines when call volumes fluctuate. Reassignments can vary from short term to permanentchanges based on business need.
• Agents are also assigned a designated shift schedule, but must maintain schedule flexibility between 7 AM and 7 PM to accommodate possible shift changes due to call volume fluctuations and changingbusiness needs.

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 2 years of Call Center experience in an inbound and outbound capacity.

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

$20 - $20 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, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

WHAT WE OFFER

• comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
• free testing in addition to fertility care benefits.
• pregnancy and baby bonding leave.
• 401k benefits.
• commuter benefits.
• generous employee referral program.

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.

All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.

As set forth in Natera’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.