Patient Experience Manager

The Patient Experience Manager is responsible for leading and scaling Natera's customer service function with a focus on delivering an exceptional patient experience across all service channels. This role owns the overall performance, development, and strategic direction of the Patient Experience team, ensuring patients receive timely, accurate, and compassionate support at every touchpoint. The Patient Experience Manager partners closely with cross-functional leadership to drive operational excellence, process improvement, and a culture of accountability and patient advocacy.

Primary Responsibilities

• Lead, develop, and manage a team of Patient Experience Supervisors and Patient Success Specialists across phone, live chat, and email channels.
• Own full people management responsibilities including hiring, onboarding, performance management, disciplinary action, and career development for direct and indirect reports.
• Set clear team goals and performance expectations aligned to departmental KPIs, holding the team accountable to consistent execution.
• Develop and implement strategies to improve patient satisfaction, team efficiency, and service quality across all channels.
• Oversee QA programs for inbound and outbound calls, live chats, emails, and faxes, ensuring feedback loops are timely and actionable.
• Serve as the escalation point for complex or unresolved patient concerns, partnering with internal teams to drive resolution.
• Partner cross-functionally with clinical, operations, billing, and product teams to resolve systemic patient issues and share insights that improve the overall patient journey.
• Lead process improvement initiatives that enhance the patient experience and increase team productivity.
• Oversee staffing and scheduling strategy, ensuring adequate coverage across all shifts and service channels.
• Own department orientation and training programs for new hires, ensuring role readiness before live patient interaction.
• Ensure ongoing development opportunities are available for tenured staff, including performance coaching and career pathing conversations.
• Conduct regular one-on-ones, team meetings, and skip-level check-ins to maintain visibility into team health and individual performance.
• Ensure meeting notes and action items are documented and distributed within 24 hours.
• Monitor and enforce adherence to Policies and Procedures, auditing as necessary and addressing gaps proactively.
• Own departmental reporting, ensuring all required projects and reports are completed accurately and on time.
• Promote a positive, inclusive, and high-performing team culture through consistent role modeling, fairness, and transparency.
• This role regularly works with PHI in paper and electronic form and has access to various technologies to access PHI in order to perform the job.
• The employee must complete HIPAA/PHI privacy training, General Policies and Procedure Compliance training, and security training as soon as possible but not later than the first 30 days of hire.
• Must maintain a current status on Natera training requirements.

Qualifications

• Bachelor's degree or equivalent work experience.
• Minimum of 5 years of customer service experience, with at least 2 years in a people management role overseeing supervisors or team leads.
• Demonstrated experience building and scaling customer service teams in a high-volume environment.
• Experience in healthcare, biotechnology, or genetics strongly preferred.
• Knowledge of HIPAA regulations and experience handling PHI required.
• Strong proficiency with Microsoft Office Suite (Excel, Word, Outlook).
• Experience with CRM platforms (e.g., Salesforce) and call center technologies.
• Excellent verbal and written communication skills.
• Strong analytical skills with the ability to interpret performance data and translate findings into actionable plans.
• Proven ability to manage competing priorities and lead through ambiguity in a fast-paced environment.

Knowledge, Skills, and Abilities

• Demonstrated leadership ability with a track record of developing high-performing teams.
• Strategic thinker who can balance day-to-day operational demands with longer-term team and process development.
• Strong problem-solving and conflict resolution skills, including the ability to navigate sensitive patient and employee situations.
• Patient-first mindset with a genuine commitment to delivering an exceptional experience at every interaction.
• Excellent organizational skills and attention to detail.
• Ability to communicate effectively across all levels of the organization, from frontline staff to senior leadership.
• Comfortable presenting performance data, team updates, and recommendations to management.
• Ability to resolve patient and employee issues effectively and efficiently.

Additional Preferred Qualifications

• Bilingual skills (English/Spanish) are a plus.
• Experience with workforce management, scheduling tools, and performance management platforms.
• Familiarity with process improvement methodologies (e.g., Lean, Six Sigma) is a plus.