The Billing Solutions Specialist reports to Manager, Billing Call Center and will troubleshoot both routine and complex billing issues. Receives, resolves, and follows-up with the most complex customer issues that cannot be resolved immediately. Acts as a liaison between billing customer service, Inside Sales, Customer Care and billing operations/billing systems. Responsible for managing Client relationships to ensure they receive high quality service, including prospective monitoring of key and/or at-risk accounts.
Point person to research and resolve billing issues brought by sales, client services or managed care.
Coordinates the identification and resolution of broader systemic issues as a result of investigating individual issues raised.
Provides education and guidance to new and existing sales representatives about Natera's billing processes.
Ensures internal problem resolution for sales and clients and maintains documentation in accordance with SOP's.
Partners with Billing work groups, billing systems, laboratory, sales support, field operations, and managed care to ensure timely and accurate resolution of client, sales,
and managed care issues.
Works with Department Manager to develop efficient data collection and analysis systems that support a standard approach to service and improving the image Natera's.
Data collection process should include feedback mechanisms that are part of continuous improvement initiatives.
Provides direct support via telephone, e-mail, fax, written correspondence or client visits with sales representatives, as needed.
Educates sales on new products and services offered by Natera, in conjunction with the Billing Leadership.
Works in concert with field representatives to develop and implement client-based strategies.
Contacts clients or patients as necessary on direction from Sales or Management.
Provides feedback to Billing Leadership
High School Diploma required
Four year Bachelor's Degree preferred
At least 2 years customer service experience in a medical billing or insurance claims environment
KNOWLEDGE, SKILLS, AND ABILITIES
Broad understanding of the pathology laboratory business and its service requirements
Proficient Microsoft Office skills including Excel, Word, PowerPoint
Familiarity with GSuite Gmail, Sheets, Slides
Knowledge of Xifin billing system preferred.
Previous experience working with contact center software (inContact)
Proven customer service and interpersonal communication skills.
Demonstrated ability to communicate effectively verbally and in writing.
Ability to work in a team environment
Strong organizational skills
Proven experience resolving problems and driving efficiencies on cross functional, interdepartmental projects
Display composure when faced with tight deadlines, escalated (upset) patients,
Accurate analysis of service failures and recommendation of corrective action.
Determination of appropriate response to sales representative or client complaints.
Maintenance of complete and accurate records of all communications.
Suggestions for development of client education materials.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
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.
Duties typically performed in office setting.
Standing or sitting for long periods of time may be necessary.
Driven by the passion for elevating the science and utility of genetic testing, Natera is committed to helping families identify and manage genetic diseases. Natera is a rapidly-growing diagnostics company with proprietary bioinformatics and molecular technology for analyzing DNA. Our complex technology has been proven clinically and commercially in the prenatal testing space and we are actively researching its applications in the liquid biopsy space for developing products with oncology applications.
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. Healthy catered lunches, Premium snacks and beverages, Onsite gym with cardio and weight-training equipment, Game room with satellite TV, Onsite dry cleaning and alteration service with pick-up and delivery, Employee-organized sport leagues, Happy hours and BBQs, Generous Employee Referral program.
For more information, visit www.natera.com.
Natera is proud to be an Equal Opportunity Employer.