Program Manager, Patient Success

Summary

Join Natera as a Program Manager, Patient Success, leading the design, implementation, and improvement of strategic initiatives within the call center. Champion a patient-centric approach, aligning cross-functional teams to deliver exceptional service. This leadership role manages voice and data integration campaigns, ensuring alignment with organizational goals. Responsibilities include defining campaign objectives and KPIs, leading cross-functional coordination, overseeing program implementation, serving as a central point of contact, developing program budgets, driving process improvements, analyzing patient feedback, and collaborating on workflow optimization. A Bachelor's degree and 5+ years of relevant experience are required. Strong analytical, communication, and stakeholder management skills are essential, along with a deep understanding of call center metrics and healthcare compliance. The role offers competitive benefits, including medical, dental, vision, life and disability insurance, free testing for employees and their families, fertility care benefits, parental leave, 401k, and more.

Requirements

• Bachelor’s degree required; MBA or relevant Master’s preferred
• 5+ years of experience in program management, strategic operations, or healthcare service delivery
• Proven experience managing patient interaction or support programs
• Strong analytical, communication, and stakeholder management skills
• Deep understanding of call center metrics, patient journey mapping, and healthcare compliance (e.g., HIPAA)

Responsibilities

• Define strategic campaign objectives and key performance indicators (KPIs)
• Lead cross-functional coordination across Clinical, Operations, Product, and IT teams
• Oversee the implementation of patient support programs, training, and QA processes
• Serve as the centralized point of contact for campaign support teams and stakeholders
• Develop and track program budgets, resource forecasts, and key performance indicators (KPIs)
• Drive process improvements, conduct root cause analyses, and implement scalable solutions to enhance operational efficiency
• Analyze patient feedback to enhance engagement and service quality
• Collaborate with SMEs and internal stakeholders to optimize documentation, training, and workflows

Preferred Qualifications

• Ability to lead with empathy and drive performance in high-growth environments
• Experience with Salesforce, patient communication platforms, and healthcare billing systems
• Ability to influence senior stakeholders and lead cross-functional projects independently

Benefits

• Employee benefits include 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
• Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more
• We also offer a generous employee referral program!