Position: Bilingual Billing Call Center Representative Location: Austin, TX Job Id: 2973 # of Openings: 1 POSITION SUMMARY The Bilingual Billing Call Center Representative Is responsible for answering40-60 inbound calls per day from patients, doctors offices, and insurance carriers using multiple resources to resolve inquiries while on the phone. Position requires a high degree of public and professional contact. PRIMARY JOB RESPONSIBILITIES Answers40-60 inbound calls per day from patients, doctors offices, and insurance carriers. Utilizes expert problem solving and customer service skills to respond to and resolve complex billing inquiries and problems, including the handling irate patient calls. Uses multiple systems and the internet to research, troubleshoot and resolve problems in order to address patient complaints. Ability to quickly access the needs of the caller and adapt self to address those needs, maintaining a courteous manner at all times. Collects payments from patients for outstanding balances. Processes adjustments to accounts when applicable. Accurately and concisely document patient, doctors office, and insurance carrier feedback, call summary, and any resolution provided completed during each call. Identifies trends and takes action to help prevent customer complaints. Sets priorities to meet departmental needs. Completes productivity reports weekly, monthly or as required. Performs other related duties and special projects as required. This job description reflects managements assignment of essential functions. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time. 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 ProcedureCompliancetraining and security training as soon as possible but not later than the first 30days of hire. Must maintain a current status on Natera training requirements. Employee must pass post offer criminal background check QUALIFICATIONS High School Diploma or equivalent required. Bilingual required 3-5 years of relevant work experience in a high call volume healthcare billing/ admission/ customer service call center. KNOWLEDGE, SKILLS, AND EXPERIENCE Proficient in 10 key and alpha/numeric data entry. Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, or Google applications (Gmail, Sheet, Docs) and general working knowledge of Internet for business use. Ability to use multiple software programs and navigate through multiple screens and programs at the same time. Experience documenting calls by typing on a keyboard while speaking to a customer on the phone. Experience communicating with patients, doctors offices, and insurance carriers to resolve issues and answer questions according to department protocols and requirements. Ability to work in a fast-past, deadline driven environment. Strong knowledge of insurance billing requirements. Drive for Results (Service, Quality, and Continuous Improvement) Ensure procedures and processes are in place that lead to delivery of quality results and continually reassess their effectiveness to achieve continuous improvement. Communication Proficient verbal and written communication skills. Willingness to share and receive information and ideas from all levels of the organization in order to achieve the desired results. Teamwork Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team. Customer Service Focus Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations. PHYSICAL DEMANDS AND WORK ENVIRONMENT Must possess ability to sit and/or stand for long periods of time. Must possess ability to perform repetitive motion. Ability to lift up to 15 pounds. Majority of work is performed in a desk/cubicle environment. Work weekends/Evenings/Holidays: Yes. If required to meet deadlines OUR OPPORTUNITY 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, youll work hard and grow quickly. Working alongside the elite of the industry, youll 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 Natera is proud to be an Equal Opportunity Employer.