JOB SUMMARY:

The Manager, Post Appeals will oversee the Unresponded team and lead the post-appeal response tracking function within Natera's Revenue Cycle Billing Operations. This role is responsible for overseeing a large remote team (offshore and onshore) focused on monitoring and driving resolution of appeals submitted to payers across all plan types. The Manager partners cross-functionally with Denials & Appeals, Technology, and operational leadership to determine solutions that will reduce backlog, maintain SLA compliance, and build scalable workflows that support the team's growing volume.

PRIMARY RESPONSIBILITIES

• Oversee day-to-day operations of the Unresponded team, including an offshore team of 124+ reps with supporting leadership, and onshore Analysts and Supervisor.

• Monitor and drive resolution of all post-appeal payer responses across commercial and non-commercial plans, ensuring timely follow-up and accurate disposition of outstanding appeals

• Identify backlog drivers and develop strategies to reduce aging unresponded appeals and bring the team within SLA targets

• Partner with technology and systems teams to define, prioritize, and implement workflow improvements

• Collaborate closely with the Denials & Appeals teams to ensure errors identified within the unresponded scope are escalated, documented, and fed back into the broader process

• Manage performance of direct and indirect reports through goal-setting, productivity monitoring, coaching, and ongoing development

• Build and refine standard operating procedures and workflows to sustain SLA compliance as volume scales

• Serves as liaison between offshore leadership and onshore Natera staff to ensure alignment on priorities, processes, and performance expectations

• Performs other duties as assigned

QUALIFICATIONS

• Bachelor's Degree in a related field or equivalent experience required

• Minimum 5 years of experience in managing large teams within billing, denials management, or revenue cycle operations within a laboratory or healthcare setting

• Demonstrated experience managing large, remote or offshore teams

• Strong knowledge of commercial and non-commercial payer plans, appeal processes, and post-appeal response workflows

• Familiarity with multiple payer portals required; experience with AMD preferred

• Experience working cross-functionally with technology or systems teams to drive operational workflow improvements

KNOWLEDGE, SKILLS & ABILITIES

• Deep understanding of the appeals lifecycle, including post-submission payer response tracking and resolution

• Ability to analyze backlog data, identify trends, and translate findings into actionable operational strategies

• Strong project management skills with the ability to manage competing priorities across a large team structure

• Comfortable operating in a fast-paced, high-volume environment with evolving workflows and systems

• Effective communicator across all levels — offshore reps, onshore leadership, and technology stakeholders

• Proficiency in Microsoft Office (Word, Excel); experience with billing platforms and payer portals strongly preferred

• Knowledge of PHI handling requirements; this role regularly accesses PHI in both paper and electronic form