Senior Manager, Patient Experience

Job Summary:

The Senior Manager, Patient Experience, will help the company build, measure, continuously improve and scale a best-in-class experience for the millions of patients helped each year by the company’s tests across Oncology, Women’s Health and Organ Health. This role reports to the Director, Patient Experience and is an individual contributor role.

Primary Responsibilities:

• Deeply understand and help to quantify the patient experience at every step of the billing process, from pre-test billing education through billing and payment.

• Identify the most significant gaps in the current experience and opportunities to improve patient satisfaction and process efficiency and effectiveness.

• Implement process improvements in collaboration with call center operations teams and product management teams, and monitor performance to address most significant gaps in the patient experience.

• Collaborate with various teams to:

  • Solve the biggest pain points with the current patient experience.

  • Pursue opportunities and implement solutions to better serve patients and differentiate the company via a best-in-class patient experience.

  • Enable cost-effective, scalable patient operations as Natera’s test volume continues to grow rapidly.

• Present strategies and updates (including metrics) on projects to senior leadership and cross-functional partners to gain buy-in and demonstrate progress towards goals.

Qualifications:

• Bachelor’s degree required

• Minimum of 5 years of professional experience 

• Experience in product management, consulting, strategy, digital health, or customer success/operations leadership is highly valued

• Prior experience in healthcare, preferably in biotech or diagnostics, with physicians, patients and payers as key stakeholders and/or customers is highly valued.  

• Prior experience with insurance billing is a plus.

• Proximity to Bay Area or Austin, TX valued but not required.

Knowledge, Skills, and Abilities:

• Strong analytical capabilities and ability to synthesize data into actionable insights.

• Relentless problem-solver with a consistent focus on delivering the highest quality experience.

• Excellent project manager and strategic thinker.

• Willingness to roll up sleeves, gain first-hand insights, and lead from the front while partnering well with others to solve problems.

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.San Carlos, CA $111,600—$139,500 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 include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!

For more information, visit www.natera.com.

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspe