Job description
POSITION SUMMARY:
We are looking for a compassionate and detail-oriented Financial Counseling Patient Success Specialist to join our growing team. In this vital role, you will support patients throughout their care journey by delivering personalized financial guidance and responsive, high-quality service. You will help patients navigate insurance-related costs for testing services, clarify billing questions, and connect them with available financial resources, ensuring a smooth and reassuring experience at every step. The ideal candidate brings a strong foundation in financial counseling and/or RCM, excellent communication and problem-solving skills, and a deep commitment to patient-centered care.
PRIMARY RESPONSIBILITIES:
- Serve as a primary point of contact for patients, providing compassionate support on medical billing, insurance, and financial matters.
- Offer personalized financial counseling, including cost estimates for testing based on plan-specific insurance benefits and negotiated rates.
- Clearly explain insurance concepts such as deductibles, copays, coinsurance, and out-of-pocket maximums to help patients make informed decisions.
- Verify insurance coverage and eligibility and assist with benefit investigations to ensure accurate and timely medical billing.
- Educate patients on available financial assistance programs and payment plan options, helping them navigate and access support.
- Respond promptly and empathetically to patient inquiries via phone and email, ensuring a positive and supportive experience.
- Maintain accurate, thorough documentation of all patient interactions in Salesforce CRM.
- Collaborate cross-functionally with medical billing, clinical, and other internal teams to resolve patient concerns and ensure smooth handoffs.
- Identify and escalate recurring issues or process inefficiencies to contribute to continuous improvement of the patient experience.
- This role works with PHI on a regular basis both in paper and electronic form and have 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 job experience.
- At least 2+ years of experience in financial counseling, medical insurance billing, and healthcare customer service.
- Experience working in financial billing services, medical billing, healthcare testing, or related fields is a plus
- Proficiency in Salesforce CRM and Google Workspace or equivalent tools.
- Bilingual preferred Bachelor’s degree or equivalent job experience.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Excellent interpersonal, written, and verbal communication skills.
- Empathy, patience, and a service-oriented mindset.
- Highly organized with the ability to manage multiple priorities simultaneously.
- Strong working knowledge of revenue cycle management (RCM) including healthcare insurance plans, benefit structures, and medical billing practices.
- Ability to think strategically as well as execute tactically
- Self-motivation, with the desire and capacity to work both independently and collaboratively
- Must act with a sense of urgency
- Excellent organizational and communication skills (written and verbal)
PHYSICAL DEMANDS & WORK ENVIRONMENT:
- Duties are typically performed in an office setting, however work from home will be an option.
- 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.
Travel required for this position:
Yes: If yes state anticipated percent for travel: 25%
The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.
San Carlos, CA
$60,000—$70,000 USD
OUR OPPORTUNITY
Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.
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 - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!
For more information, visit www.natera.com.
Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.
All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.
If you are based in California, we encourage you to read this important information for California residents.
Link: https://www.natera.com/notice-of-data-collection-california-residents/
Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.
For more information:
- BBB announcement on job scams
- FBI Cyber Crime resource page
