Job description
Job Summary:
The Program Manager, Patient Success, leads the design, implementation, and continuous improvement of strategic initiatives within Natera’s call center operations. This role champions a patient-centric approach, aligning cross-functional teams—including Revenue Cycle, Digital Experience, Operations, Product, IT, and Clinical Support—to deliver consistent, timely, and compassionate service across all patient interaction campaigns. This is a leadership-level role responsible for both voice and data integration campaigns, ensuring that each is strategically aligned with the organization’s goals.
Key Responsibilities:
Define strategic campaign objectives and key performance indicators (KPIs).
Lead cross-functional coordination across Clinical, Operations, Product, and IT teams.
Oversee the implementation of patient support programs, training, and QA processes.
Serve as the centralized point of contact for campaign support teams and stakeholders.
Develop and track program budgets, resource forecasts, and key performance indicators (KPIs).
Drive process improvements, conduct root cause analyses, and implement scalable solutions to enhance operational efficiency.
Analyze patient feedback to enhance engagement and service quality.
Collaborate with SMEs and internal stakeholders to optimize documentation, training, and workflows.
Qualifications:
Bachelor’s degree required; MBA or relevant Master’s preferred.
5+ years of experience in program management, strategic operations, or healthcare service delivery.
Proven experience managing patient interaction or support programs.
Strong analytical, communication, and stakeholder management skills.
Deep understanding of call center metrics, patient journey mapping, and healthcare compliance (e.g., HIPAA).
Preferred Attributes:
Ability to lead with empathy and drive performance in high-growth environments.
Experience with Salesforce, patient communication platforms, and healthcare billing systems.
Ability to influence senior stakeholders and lead cross-functional projects independently.
LI#-Remote
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
$94,800—$118,500 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
