Remote Patient Success Specialist

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

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.