Supv, Patient Success

Supervisor Job Description: POSITION SUMMARY

Manage a team dedicated to executing Natera’s billing strategy. This essential function will lead our efforts to collect payments for our services from patients and provide support from internal Natera team members Team.

PRIMARY RESPONSIBILITIES

•  Supervise a team of Patient Success Specialist

• Daily supervision of staff to include all department sub-teams

• Assists with feedback on hiring, discipline, and performance
  evaluations.

• Ensures the team exceeds all performance KPIs and metrics

• Responsible for monitoring and QA of inbound and outbound calls and
  providing feedback

• Responsible for monitoring and QA of emails and faxes.

• Over sees the process of providing coverage for employee vacation and sick calls.

• Provides backup for scheduling as needed.

• Provides department orientation for all direct reports and coordinates training per job description.

• Assures that ongoing training is provided for established employees.

• Liaison with internal departments to promote ongoing communication and ensure accuracy.

• Acts as the first level of escalation to patient concerns and complaints.
  Assists staff with enforcing policy.

• Assists management with regular meetings for all staff and ensures meeting minutes are completed within 24 hours.

• Works with the sub-teams to manage the entire process from insurance
  verification to final collection.

• Handles the supply orders for the department

• Monitors and validates adherence to Policies and Procedures, auditing as necessary. Monitors and evaluates employee productivity and performance to goal.

• Assists with the completion of all required projects and reports in a timely
  fashion on a daily, weekly, or monthly basis per the direction of
  management.

• Develops, monitors, coaches, and manages staff, ensuring the development of
  employees through orientation, training, establishing objectives,
  communicating rules, and constructive discipline.

• Promotes a positive working environment through role modeling, team development,
  respect, fairness, and consistency.

• 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.

• The employee 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 in Healthcare, Marketing, or Business related field

• Required – 5(+) years of Healthcare experience 

• Experience with insurance claims submission and management software (experience with Xifin, AMD, and LIMS, platform a plus)

• Thorough knowledge of the healthcare reimbursement environment (government and private payers), including coverage, coding, and
  payment and understanding of insurance billing practices

• Demonstrated ability to use analytics to develop, analyze payments, and diagnose issues

• Strong communication skills, both verbal and written

• Strong computer skills
  
  KNOWLEDGE, SKILLS, AND ABILITIES
  
  Training in business administration, accountancy, sales, marketing, computer sciences, or similar vocations. It typically requires at least two (2) years of directly related and progressively responsible experience. Ability to perform simple analysis and discuss with upper management. Skilled in Microsoft Office: Word and Excel. Ability to communicate effectively both orally and in writing. Strong interpersonal skills. Strong organizational skills and attention to detail. Ability to proficiently use computers and standard office equipment. Working knowledge of Microsoft Office. Knowledge of payer eligibility and benefits. Healthcare research and analysis skills sufficient to support payer research healthcare policy library and state management. Ability to resolve associate issues effectively and efficiently.
  
  PHYSICAL DEMANDS AND WORK ENVIRONMENT
  
  Duties are typically performed in an office setting. This position requires using a computer keyboard, communicating over the telephone, and reading printed material. Sometimes, duties may require working outside regular hours (evenings and weekends).