POSITION SUMMARY:
The Patient Experience Manager is responsible for leading and scaling Natera's customer service function with a focus on delivering an exceptional patient experience across all service channels. This role owns the overall performance, development, and strategic direction of the Patient Experience team, ensuring patients receive timely, accurate, and compassionate support at every touchpoint. The Patient Experience Manager partners closely with cross-functional leadership to drive operational excellence, process improvement, and a culture of accountability and patient advocacy.
PRIMARY RESPONSIBILITIES:
· Lead, develop, and manage a team of Patient Experience Supervisors and Patient Success Specialists across phone, live chat, and email channels.
· Own full people management responsibilities including hiring, onboarding, performance management, disciplinary action, and career development for direct and indirect reports.