Supv, Inside Sales

POSITION SUMMARY:

Manage a team dedicated to executing Natera’s customer service. This essential function will lead our efforts to resolve patient issues and provide support from internal Natera team members Team.

PRIMARY 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.

QUALIFICATIONS:

• Education: Bachelor’s degree or equivalent work experience.
• Experience: Minimum of 3 years of customer service experience, with at least 1 year in a supervisory or leadership role.
• Skills:
  • 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.
• Industry Knowledge: Experience in healthcare, biotechnology, or genetics is preferred. Knowledge of HIPAA regulations and handling PHI is a plus.
• Leadership Qualities: Ability to inspire and develop a team, provide constructive feedback, and manage team dynamics in a fast-paced environment.
• Strong communication skills, both verbal and written
• Strong computer skills
• Additional Preferred Skills:
  • Bilingual skills (English/Spanish) are a plus.
  • Experience with performance management and coaching tools.
  • Familiarity with call center operations and technologies.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Duties are typically performed in an office setting. This position requires using a computer keyboard, communicating over the telephone, and reading printed material. Sometimes, duties may require working outside regular hours (evenings and weekends).