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 ensu...