Manager, Patient Success (MedTech)

TL;DR

Manager, Patient Success (MedTech): Overseeing escalation management procedures for the patient community and field sales organization with an accent on resolving billing disputes and increasing patient satisfaction. Focus on leading a team of billing experts, conducting root cause analysis, and optimizing operational procedures to minimize future escalations.

Location: US Remote (25% travel required)

Company

A global leader in cell-free DNA (cfDNA) testing dedicated to oncology, women's health, and organ health.

What you will do

• Lead a team of patient billing experts to resolve complex escalations via phone, email, and chat.
• Collaborate with cross-functional business units to address high-level patient needs and ensure timely closure of cases.
• Develop and analyze performance metrics, including time to resolution and quality trends.
• Conduct root cause analysis (RCA) to minimize and eliminate future occurrences of common issues.
• Maintain and improve operational procedures for patients and field personnel.
• Manage communications with internal leadership regarding escalation status and resolutions.

Requirements

• Bachelor's degree or equivalent.
• Must be based in the US.
• Minimum 2 years of experience in inbound and outbound call center environments.
• Minimum 2 years of experience with Salesforce.com.
• Minimum 2 years of billing experience.
• Strong proficiency in MS Excel and quantitative analysis.

Nice to have

• Background in medical billing.

Culture & Benefits

• Comprehensive medical, dental, vision, life, and disability plans.
• 401k benefits and commuter benefits.
• Free genetic testing for employees and their immediate families, including fertility care.
• Pregnancy and baby bonding leave.
• Inclusive and diverse workplace environment as an Equal Opportunity Employer.