sales
Posted 5 hours agoSupv, Inside Sales
at Natera
United StatesRemote
Responsibilities
- 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
- Manage inbound calls and live chats to deliver timely and effective assistance.
- Collaborate with cross-functional teams to resolve patient inquiries and concerns effectively.
Requirements
- Must maintain a current status on Natera training requirements.
- Education: Bachelor’s degree or equivalent work experience. •
- Strong proficiency with Microsoft Office Suite (Excel, Word, Outlook). •
- Experience with CRM software (e.g., Salesforce).
- 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.
- Experience with performance management and coaching tools.
- Familiarity with call center operations and technologies.
- This position requires using a computer keyboard, communicating over the telephone, and reading printed material.
- Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health.
Experience
- Experience: Minimum of 3 years of customer service experience, with at least 1 year in a supervisory or leadership role. Skills:
Benefits
- 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.
- 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
Contact
- For more information, visit www.natera.com .
- 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.
Additional details
- Assist patients with test status updates, patient portal login issues, questions about testing services, and coordinating redraws for blood samples.
- 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 department orientation for all direct reports and coordinates training per job description.
- Assures that ongoing training is provided for established employees.