Patient Experience QC Analyst

Summary

Join Natera, a global leader in cell-free DNA testing, as a Patient Experience QC Analyst. You will provide cross-functional program leadership to launch new processes or improve existing ones using project management tools. Responsibilities include driving collaboration, tracking progress, performing root cause analysis, generating documentation, and auditing communications. A Bachelor's degree or equivalent, 2+ years of call center QC experience, and 5+ years of additional professional experience are required. Strong analytical, communication, and problem-solving skills are essential. Natera offers competitive benefits, including comprehensive medical, dental, vision, life, and disability plans, free testing for employees and their families, fertility care benefits, and more.

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
• A generous employee referral program