Patient Experience QC Analyst

Summary

Join Natera as a Patient Experience QC Specialist and lead cross-functional programs to launch new processes or improve existing ones. You will utilize project management tools to foster collaboration, perform root cause analysis, track progress, and report to management. This role is crucial for ensuring project completion on time and maintaining excellence in communication. You will also audit communications, provide feedback, and identify process improvement opportunities. The position requires a Bachelor's degree, call center QC experience, and strong analytical and communication skills. Natera offers competitive benefits, including comprehensive medical, dental, vision, life, and disability plans, as well as free testing for employees and their families.

Requirements

• Bachelor's degree or equivalent required
• 2+ years of call center QC experience
• 5+ years of additional professional experience
• Strong analytical skills in MS Excel and ability to navigate analytic dashboards (ex., QlikSense, Qlikview)
• Excellent cross-functional communication and organization
• Ability to gather data through creative approaches to research
• Very strong interpersonal and listening skills
• Hypothesis-driven
• Passion for driving a positive patient experience
• Ability to close deals in a timely manner, resulting in significant revenue growth
• Superior problem-solving skills

Responsibilities

• Drive high-level collaboration and coordination with various business functions (working with programmers, engineers, and management heads to improve processes
• Assist in tracking overall team progress and provide detailed management status reports, including KPIs or high-level data analysis
• Participate in CAPA reviews to determine opportunities for individual and team training to maintain adherence to processes and policy
• Perform particular project tasks and assist other patient-focused teams on quality, improvement, tracking, and performance as needed
• Generate the necessary documentation, such as SOPs and protocols
• Work with management and Data Analyst to locate and define new process improvement opportunities
• Audit call and email communications for agents and processes, complete QA feedback summary to review with management, training department, and Patient Experience agent
• Follow protocol on how to deliver feedback to Patient Experience agents and management

Benefits

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• Natera employees and their immediate families receive free testing in addition to fertility care benefits
• Pregnancy and baby bonding leave
• 401k benefits
• Commuter benefits
• Generous employee referral program