Job description
POSITION SUMMARY:
Manage a team dedicated to executing Natera’s customer service. This essential function will lead our efforts to resolve patient issues and provide support from internal Natera team members Team.
PRIMARY RESPONSIBILITIES:
- Supervise a team of Patient Success Specialist
- Assist patients with test status updates, patient portal login issues, questions about testing services, and coordinating redraws for blood samples.
- Manage inbound calls and live chats to deliver timely and effective assistance.
- Collaborate with cross-functional teams to resolve patient inquiries and concerns effectively.
- Contribute to process improvement initiatives to enhance the patient experience.
- Daily supervision of staff to include all department sub-teams
- Assists with feedback on hiring, discipline, and performance evaluations.
- Ensures the team exceeds all performance KPIs and metrics
- Responsible for monitoring and QA of inbound and outbound calls and providing feedback
- Responsible for monitoring and QA of emails and faxes.
- Oversees the process of providing coverage for employee vacation and sick calls.
- Provides backup for scheduling as needed.
- Provides department orientation for all direct reports and coordinates training per job description.
- Assures that ongoing training is provided for established employees.
- Liaison with internal departments to promote ongoing communication and ensure accuracy.
- Acts as the first level of escalation to patient concerns and complaints. Assists staff with enforcing policy.
- Assists management with regular meetings for all staff and ensures meeting minutes are completed within 24 hours.
- Monitors and validates adherence to Policies and Procedures, auditing as necessary. Monitors and evaluates employee productivity and performance to goal.
- Assists with the completion of all required projects and reports in a timely fashion on a daily, weekly, or monthly basis per the direction of management.
- Develops, monitors, coaches, and manages staff, ensuring the development of employees through orientation, training, establishing objectives, communicating rules, and constructive discipline.
- Promotes a positive working environment through role modeling, team development, respect, fairness, and consistency.
- This role regularly works with PHI in paper and electronic form and has access to various technologies to access PHI (paper and electronic) to perform the job.
- Must maintain a current status on Natera training requirements.
QUALIFICATIONS:
- Education: Bachelor’s degree or equivalent work experience.
- Experience: Minimum of 3 years of customer service experience, with at least 1 year in a supervisory or leadership role.
- Skills:
- Strong proficiency with Microsoft Office Suite (Excel, Word, Outlook).
- Experience with CRM software (e.g., Salesforce).
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict resolution skills.
- Ability to manage a high-volume workload and prioritize effectively.
- Industry Knowledge: Experience in healthcare, biotechnology, or genetics is preferred. Knowledge of HIPAA regulations and handling PHI is a plus.
- Leadership Qualities: Ability to inspire and develop a team, provide constructive feedback, and manage team dynamics in a fast-paced environment.
- Strong communication skills, both verbal and written
- Strong computer skills
- Additional Preferred Skills:
- Bilingual skills (English/Spanish) are a plus.
- Experience with performance management and coaching tools.
- Familiarity with call center operations and technologies.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Duties are typically performed in an office setting. This position requires using a computer keyboard, communicating over the telephone, and reading printed material. Sometimes, duties may require working outside regular hours (evenings and weekends).
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
$63,400—$80,000 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
