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.
- Handles the supply orders for the department
- 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.
- The employee must complete HIPAA/PHI privacy training, 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:- 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).
For more information, visit www.natera.com.
