Mgr, Patient Success

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. The Manager of Patient Success will be expected to manage high communication with internal leadership and patients from engagement to resolution. PRIMARY 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, 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 • Lead operational programs, projects, and initiatives that help drive the sustaining business forward through patient resolution. Keeps key internal lead...