Inside Sales Manager

Natera

Leading the Patient Experience team at Natera to deliver exceptional service across channels. Focus on operational excellence, process improvement, and patient advocacy.

Posted 7/14/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing patient experience teams, with a focus on improving patient satisfaction and operational efficiency. Proficient in performance management, team development, and adherence to healthcare regulations.

Highest-signal resume keywords

People ManagementCustomer Service ExperienceHealthcare KnowledgeHIPAA ComplianceCRM Platform Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementData AnalysisProcess ImprovementTeam DevelopmentPatient Satisfaction Strategies

Soft Skills

Excellent CommunicationLeadershipProblem-SolvingTeam BuildingAdaptability

Tools & Technologies

Microsoft Office SuiteSalesforceCall Center Technologies

Industry Keywords

Patient ExperienceCustomer SuccessHealthcareBiotechnologyGenetics

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

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!