Patient Retention Specialist

Title: Patient Retention Specialist 

Natera™ is a global leader in cell-free DNA (cfDNA) testing with a focus on women’s health, oncology, and organ health. Our mission is to change the management of disease worldwide by using information gained from a simple blood draw to proactively inform treatment.

Role: 

Natera’s Oncology Business is revolutionizing how patients with cancer are monitored, managed, and treated. Our flagship product, Signatera, is a highly sensitive and personalized molecular residual disease assay (MRD) using circulating tumor DNA (ctDNA), custom designed for each patient to help identify relapse earlier than standard of care tools. Serial usage (Signatera test utilization across multiple timepoints) is at the core of the Signatera test and its clinical utility.

We are looking for a specialist to serve as an analytical counterpart for a sales Area to improve patient adherence and compliance. This role includes data reconciliation and analysis, reporting, process optimization, resource development, and sales support and training to improve effectiveness.  

Key Responsibilities:

Deep dive into data in systems and prepare reporting 

• Generate and collate reporting related to patient retention activities from test ordering, draw fulfillment, and result generation, reducing field time spent on manual data gathering and analysis

  • Areas include renewals, upcoming and missed draws, open FRP flags, patient starts at risk, actions needed, and patient results

• Harmonize data from various sources and ensure accuracy, data integrity, and properly reflected in our systems. This includes customer portals, lab information management system, Qlik, Salesforce, G-Sheets

  • Patient renewals: patients deceased or no longer needing further testing

  • Patients who have tested at multiple clinics

  • Inactive orders and order-level “data clutter”

• Track detailed patient drop off reasons. This requires research in internal systems, external internet research, and collaboration with sales, patient coordinator and customer experience teams

Enhance team’s access and competencies with tools and reports 

• Provide training sessions, workshops, and ongoing support to sales to increase proficiency on interpreting data, navigating and extracting insights from dashboard

• Develop videos and user guides for metrics to maximize value of tools

• Enhance existing analytical reports and dashboards that are focused on patient adherence based on sales feedback

• Develop new dashboards and reports based on sales needs to reduce the level of manual work needed

Serve as an internal consultant to sales

• Highlight where sales geographies should focus (e.g., customer repeat offenders), using data insights and existing tools

• Work with leaders to monitor and measure performance of geographies, using data

• Serve as a relatively ‘on-demand’ resource for sales team members, answering questions and data queries to relieve analytical burden

• Identify gaps and challenges in systems (data, technical limitations) and SOPs (sales and commercial operational workflows) and opportunities to increase efficiencies

Qualifications:

• Bachelor's degree in a relevant field (e.g., Business, Analytics, Data Science).

• Minimum of 5 years in related field with at least 3 years working with reporting and data tools in direct sales or sales support roles.

• Proficiency in Excel and data analysis tools - or demonstrated ability to learn quickly.

• Proficiency with Qlik or similar data visualization tools.

• Ability to learn 

• Must be able to thrive and adapt in ambiguous environments.

• Strong problem-solving and communication skills.

• Desire and intent to solve problems.

• Ability to work independently and manage multiple tasks.