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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing a customer service team, ensuring high performance through effective training, coaching, and adherence to policies. Proficient in utilizing CRM software and Microsoft Office Suite to enhance operational efficiency and improve patient experience.
Highest-signal resume keywords
Customer Service ManagementTeam LeadershipPerformance ManagementCRM Software ProficiencyHealthcare Industry Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service ExperiencePerformance ManagementConflict ResolutionProblem-SolvingMicrosoft Office SuiteCRM SoftwareCall Center OperationsTraining and DevelopmentHIPAA KnowledgeBilingual Skills
Soft Skills
Verbal CommunicationWritten CommunicationTeam DevelopmentTime ManagementInterpersonal Skills
Tools & Technologies
SalesforceMicrosoft ExcelMicrosoft WordMicrosoft Outlook
Industry Keywords
HealthcareBiotechnologyGeneticsPHI HandlingPolicies and Procedures
About the role
Key responsibilities & impact- Manage a team dedicated to executing Natera’s customer service.
- 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.
- Handles the supply orders for the department.
- 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.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
- Free testing for Natera employees and their immediate families.
- Fertility care benefits.
- Pregnancy and baby bonding leave.
- 401k benefits.
- Commuter benefits.
- Generous employee referral program.