PRIMARY RESPONSIBILITIES:
Analyze departmental performance and provide recommendations to leadership in the development, implementation and evaluation of new or existing operations policies, procedures, programs and standards to support company objectives
Relentlessly pursue continuous improvement, process excellence, and productivity
Proactively drive and achieve operational performance metrics including consumer satisfaction, NPS, compliance, engagement, payment and other financial objectives.
Collaborate with business partners to identify and remediate root cause of degradation of performance
Review forecasts and staffing plans to meet service levels, cost per interaction and Billing related goals
Maintain and enhance Billing policies and procedures across various functions, including ensuring adherence to policies.
Lead and manage various initiatives, programs and segments of the Billing function
Make decisions and solve problems by analyzing information and evaluating results to optimize customer service and satisfaction
Communicate department and company goals to create buy-in and foster a sense of purpose
Represent the Billing organization in cross-functional meetings/projects with Product, Marketing, Sales, Engineering, IT, UX
Work closely with User Experience teams to ensure exceptional customer experience
Deal directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate clearly and logically root cause of issue and resolution
Inspire and motivate to deliver compassionate, efficient and effective service.
Foster a culture of coaching, development, and employee engagement that enhances the employee experience while delivering on our operational objectives
Accountable for delivering efficient, effective and compassionate service to consumers
QUALIFICATIONS:
Undergraduate degree required, MBA or other higher level degree preferred
Minimum 5 years in a leadership role
Experience with contact center management (mid-large size), customer service tools, and highly complex product offerings required
Leadership experience in a growing environment with continuous build out of processes
Knowledge of healthcare reimbursement, billing, coding and compliance regulations preferred
Healthcare, diagnostics, healthplan, biopharma, or med device experience desired
KNOWLEDGE, SKILLS, AND ABILITIES:
Demonstrated ability to work independently, take initiative, problem solve and handle multiple tasks with ease, while maintaining strong strategic focus on continuous improvement and consistency in customer service
Strategic, analytical thinker with skills in root cause analysis and problem solving skills
Adaptability to change and self-starter
Ability to promote a positive team environment
Ability to deliver training, mentoring, and constructive feedback in professional manner
Proven organizational skills and the ability to manage multiple, concurrent priorities in a fast-paced organization
Ability to maintain professionalism during highly escalated situations
Proven ability to lead teams and managing front line team leaders
Strong written, verbal, analytical and interpersonal skills
Experience collaborating with peers in a remote support center environment
Experience in managing vendor relationships
Strong project management experience
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
Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!
For more information, visit www.natera.com.
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.
If you are based in California, we encourage you to read this important information for California residents.
Link: https://www.natera.com/notice-of-data-collection-california-residents/
Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.
For more information:
- BBB announcement on job scams
- FBI Cyber Crime resource page
United States
