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