Patient Experience QC Analyst

Position Summary:

The Patient Experience QC Analyst provides cross-functional program leadership to launch new processes or improve existing ones. They achieve this through the application of project management tools to drive high-level collaboration and coordination with various business functions, perform root cause analysis, track progress, and provide detailed status and data reports to management. Their function is essential to ensuring teams define and achieve the objectives and goals required to complete projects on time. Assist with monitoring all verbal and written communications to maintain excellence in accuracy, professionalism, attention to detail, and adherence to processes within the Patient Experience team. Knowledge of all general products/processes and patient process exceptions.

 

PRIMARY 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. 

• Assist with managing the online review program and patient escalations, as well as responding to social media and cece@natera.com inquiries. 

• Work with management and Data Analyst to locate and define new process improvement opportunities. 

• Listen to recorded and real-time calls for all agents, complete QA feedback summary to review with management, training department, and Patient Experience agent.

• Review written communication for all agents and complete a QA feedback summary to review with management, the training department, and the Patient Experience agent. 

• Follow protocol on how to deliver feedback to Patient Experience agents and management. 

QUALIFICATIONS:

• Bachelor's degree or equivalent required

• 2+ years of call center QC experience

• 5+ years of additional professional experience

 

KNOWLEDGE, SKILLS, AND ABILITIES:

• 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 changing medicine

• Ability to close deals in a timely manner, resulting in significant revenue growth.

• Superior problem-solving skills

The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.Remote USA$20—$22 USD

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

WHAT WE OFFER

Competitive 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