Call Center Quality Supervisor, Patient Services

POSITION SUMMARY

Manage a team dedicated to executing Natera’s billing strategy. This highly important function will lead our efforts to collect payments for our services from third-party payers and assist the Sales Team. The Supervisor is responsible for coaching, developing, motivating, and leading the quality specialist team.

PRIMARY RESPONSIBILITIES

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

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

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

• Responsible for monitoring , QA, and providing feedback for the following activities:

  • Inbound and outbound calls

  • Emails and faxes.

  • Live support chats.

• Oversees the process of ensuring 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 response to patient concerns and complaints. Assists staff with enforcing policy.

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

• Monitors and validates employee adherence to Policies and Procedures, auditing as necessary.

• Monitors and evaluates employee productivity and performance to goal.

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

• Participate in CAPA reviews to determine opportunities for individual and team training to maintain adherence to processes and policy.

• Generate the necessary documentation, such as SOPs, workflow maps, and protocols.

• As part of the Patient Services leadership team, provides input on all aspects of departmental administration, including office staff activities and performance.

• As part of the Quality and Training department, supports Training and Document Control by providing data, feedback, subject matter expertise, and aids in facilitating training sessions as needed.

• This role works with PHI regularly, both in paper and electronic form, and has access to various technologies to access PHI (paper and electronic) to perform the job

• Employees 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 quality call center experience

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

• 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, project management, or similar vocations. Normally, it 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, Google suites. 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. 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. Duties may sometimes require working outside normal working hours (evenings and weekends).