Job Summary:
The Program Manager, Patient Success, leads the design, implementation, and continuous improvement of strategic initiatives within Natera’s call center operations. This role champions a patient-centric approach, aligning cross-functional teams—including Revenue Cycle, Digital Experience, Operations, Product, IT, and Clinical Support—to deliver consistent, timely, and compassionate service across all patient interaction campaigns. This is a leadership-level role responsible for both voice and data integration campaigns, ensuring that each is strategically aligned with the organization’s goals.
Key Responsibilities:
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Define strategic campaign objectives and key performance indicators (KPIs).
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Lead cross-functional coordination across Clinical, Operations, Product, and IT teams.
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Oversee the implementation of patient support programs, training, and QA processes.
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Serve as the centralized point of contact for campaign support teams and stakeholders.
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Develop and track program budgets, resource forecasts, and key performance indicators (KPIs).
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Drive process improvements, conduct root cause analyses, and implement scalable solutions to enhance operational efficiency.
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Analyze patient feedback to enhance engagement and service quality.
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Collaborate with SMEs and internal stakeholders to optimize documentation, training, and workflows.
Qualifications:
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Bachelor’s degree required; MBA or relevant Master’s preferred.
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5+ years of experience in program management, strategic operations, or healthcare service delivery.
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Proven experience managing patient interaction or support programs.
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Strong analytical, communication, and stakeholder management skills.
Deep understanding of call center metrics, patient journey mapping, and healthcare compliance (e.g., HIPAA).
Preferred Attributes:
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Ability to lead with empathy and drive performance in high-growth environments.
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Experience with Salesforce, patient communication platforms, and healthcare billing systems.
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Ability to influence senior stakeholders and lead cross-functional projects independently.
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