Supervisor, Inside Sales

Summary

Join Natera's team as a Patient Success Manager and lead a dedicated group in executing customer service, resolving patient issues, and providing support to internal team members. Supervise a team of Patient Success Specialists, manage inbound calls and live chats, and collaborate with cross-functional teams to resolve patient inquiries. Contribute to process improvements, ensure team performance exceeds KPIs, and monitor call and email quality. Oversee employee coverage, provide training and orientation, and act as the first level of escalation for patient concerns. Assist management with meetings, monitor policy adherence, and develop and manage staff, promoting a positive work environment. This role requires regular handling of protected health information (PHI).

Requirements

• Bachelor’s degree or equivalent work experience
• Minimum of 3 years of customer service experience, with at least 1 year in a supervisory or leadership role
• Strong proficiency with Microsoft Office Suite (Excel, Word, Outlook)
• Experience with CRM software (e.g., Salesforce)
• Excellent verbal and written communication skills
• Strong problem-solving and conflict resolution skills
• Ability to manage a high-volume workload and prioritize effectively
• Strong communication skills, both verbal and written
• Strong computer skills

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
• Responsible for monitoring and QA of inbound and outbound calls and providing feedback
• Responsible for monitoring and QA of emails and faxes
• Oversees the process of providing coverage for employee vacation and sick calls
• Provides backup for scheduling as needed
• Provides department orientation for all direct reports and coordinates training per job description
• Assures that ongoing training is provided for established employees
• Liaison with internal departments to promote ongoing communication and ensure accuracy
• Acts as the first level of escalation to patient concerns and complaints. Assists staff with enforcing policy
• Assists management with regular meetings for all staff and ensures meeting minutes are completed within 24 hours
• Monitors and validates adherence to Policies and Procedures, auditing as necessary. Monitors and evaluates employee productivity and performance to goal
• Assists with the completion of all required projects and reports in a timely fashion on a daily, weekly, or monthly basis per the direction of management
• Develops, monitors, coaches, and manages staff, ensuring the development of employees through orientation, training, establishing objectives, communicating rules, and constructive discipline
• Promotes a positive working environment through role modeling, team development, respect, fairness, and consistency
• This role regularly works with PHI in paper and electronic form and has access to various technologies to access PHI (paper and electronic) to perform the job
• Must maintain a current status on Natera training requirements

Preferred Qualifications

• Experience in healthcare, biotechnology, or genetics is preferred
• Knowledge of HIPAA regulations and handling PHI is a plus
• Ability to inspire and develop a team, provide constructive feedback, and manage team dynamics in a fast-paced environment
• Bilingual skills (English/Spanish) are a plus
• Experience with performance management and coaching tools
• Familiarity with call center operations and technologies

Benefits

• Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• Additionally, 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!