Call Center Quality Supervisor, Patient Services

📋 Description

• Oversee a team responsible for implementing Natera’s billing strategy.

• Drive initiatives to secure payments for services from third-party payers while supporting the Sales Team.

• Train, nurture, inspire, and lead the quality specialist team.

• Monitor and provide constructive feedback on inbound and outbound communications, including calls, emails, faxes, and live support chats.

• Ensure adequate coverage during employee vacations and sick leave.

• Guarantee that continuous training is available for existing employees.

• Serve as the primary point of contact for addressing patient concerns and complaints.

• Produce critical documentation, including Standard Operating Procedures (SOPs) and workflow diagrams.

⛳️ Requirements

• Bachelor’s degree or equivalent in Healthcare, Marketing, or a Business-related field.

• Minimum of 5 years of experience in a quality call center environment.

• Proficiency with insurance claims submission and management software (experience with Xifin, AMD, and LIMS platforms is advantageous).

• Proven ability to leverage analytics for payment development, analysis, and issue diagnosis.

• Excellent communication skills, both written and verbal.

• Strong computer proficiency.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, and disability insurance plans for eligible employees and their dependents.

• Complimentary testing for Natera employees and their immediate family members.

• Fertility care benefits.

• Maternity and baby bonding leave.

• 401k benefits.

• Commuter benefits.

• Generous employee referral program.