Associate Director, Patient Success

POSITION SUMMARY:

The Associate Director, Patient Success is responsible for supporting the Patient Success day-by-day efforts and partnering to achieve a high level of excellence pertaining to the patient billing journey. In addition, the Associate Director, Patient Success is also responsible for managing the Patient Success Leaders who have direct KPIs and SLAs and owns the performance goals for Patient Success or projects as per company goals.

PRIMARY RESPONSIBILITIES:

• Manage a team of Patient Success managers/supervisors who will support the field sales organization and/or Natera patients.
• Manage work assignment and time schedules.
• Train, manage and support the overall team to goals/performance of annually defined goals and/or revenue as outlined by the company goal/plan.
• Responsible for executing the overall vision set by ELT and managing all day-to-day activities.
• Identify and implement efficiency gains throughout the patient journey.
• Take ownership of tracking overall team progress and provide detailed management status reports, including KPIs or high-level data analysis.
• Responsible for staff development through continuing education, performance evaluation, and goal identification
• Perform other duties as assigned.
• This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job.
• Employee must complete training relating to HIPAA/PHI privacy, 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 required, MBA preferred
• Progressive experience (minimum of 4 years) as an Operations or Call Center Manager
• Experience in Billing Operations
• Key experience with managing the day-to-day activities of the inbound and outbound call center teams

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to effectively coach/train team members
• Ability to define and document job descriptions for each team member
• Ability to select and implement any business systems required for the Patient Success organization
• Ability to work collaboratively with other departments to define requirements and execute against these requirements.
• Has a high level of energy and optimism to motivate and build a high-performing team.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

• Duties are typically performed in an office setting.
• This position requires the ability to use a computer keyboard, communicate over the telephone and read printed material.
• Duties may require working outside normal working hours (evenings and weekends) at times.