Patient Success Specialist

Natera

90d • $20 - $20

About The Position

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.

Requirements

• 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.
• Minimum 2 years salesforce.com experience.

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, including patients, sales team, clinic, and executive inquiries and/or escalations.
• Ensure 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.
• Own 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).
• Participate with operational programs, projects and initiatives that help drive the sustaining business forward through patient resolution.
• Keep key internal leaders and other stakeholders apprised of the escalation status.

Benefits

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
• Free testing for employees and their immediate families.
• Fertility care benefits.
• Pregnancy and baby bonding leave.
• 401k benefits.
• Commuter benefits.
• Generous employee referral program.

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees