Patient Exp QC Analyst

<h3 style="color: !important;"><span style="color: #222222;"><strong>Patient Experience QC Analyst</strong></span></h3> <p style="color: !important; font-size: small !important;"><span style="color: #222222;"><strong><span style="font-size: small;">Position Summary:</span></strong><span style="font-size: small;"><br>The Patient Experience QC Analyst provides cross-functional program leadership to launch new processes and improve existing ones. They use project management tools to drive collaboration across departments, conduct root cause analyses, track progress, and provide detailed reports to management. This role ensures the team meets project objectives on time while maintaining accuracy, professionalism, and adherence to established processes within the Patient Experience team.</span></span></p> <p style="color: !important; font-size: small !important;"><span style="color: #222222;"><strong><span style="font-size: small;">Primary Responsibilities:</span></strong></span></p> <ul> <li><span style="color: #222222;"><span style="font-size: small;">Drive collaboration and coordination with cross-functional teams, including programmers, engineers, and management.</span></span></li> <li><span style="color: #222222;"><span style="font-size: small;">Track team progress and deliver detailed status reports, including KPIs and performance data.</span></span></li> <li><span style="color: #222222;"><span style="font-size: small;">Participate in CAPA reviews to identify training and process improvement opportunities.</span></span></li> <li><span style="color: #222222;"><span style="font-size: small;">Support patient-focused teams with quality improvement, tracking, and performance projects.</span></span></li> <li><span style="color: #222222;"><span style="font-size: small;">Create and maintain documentation such as SOPs and protocols.</span></span></li> <li><span style="color: #222222;"><span style="font-size: small;">Partner with management and data analysts to identify new process improvement opportunities.</span></span></li> <li><span style="color: #222222;"><span style="font-size: small;">Audit call and email communications to assess quality and accuracy; compile QA feedback summaries for management and training teams.</span></span></li> <li><span style="color: #222222;"><span style="font-size: small;">Follow established protocols when delivering feedback to Patient Experience agents and leadership.</span></span></li> </ul> <p style="color: !important; font-size: small !important;"><span style="color: #222222;"><strong><span style="font-size: small;">Qualifications:</span></strong></span></p> <ul> <li><span style="color: #222222;"><span style="font-size: small;">Bachelor’s degree or equivalent required</span></span></li> <li><span style="color: #222222;"><span style="font-size: small;">2+ years of call center QC experience</span></span></li> <li><span style="color: #222222;"><span style="font-size: small;">5+ years of additional professional experience</span></span></li> </ul> <p style="color: !important; font-size: small !important;"><span style="color: #222222;"><strong><span style="font-size: small;">Knowledge, Skills, and Abilities:</span></strong></span></p> <ul> <li><span style="color: #222222;"><span style="font-size: small;">Strong analytical skills with proficiency in MS Excel and data dashboards (e.g., QlikSense, QlikView)</span></span></li> <li><span style="color: #222222;"><span style="font-size: small;">Excellent communication, organization, and cross-functional collaboration</span></span></li> <li><span style="color: #222222;"><span style="font-size: small;">Creative data-gathering and research skills</span></span></li> <li><span style="color: #222222;"><span style="font-size: small;">Strong interpersonal and listening skills</span></span></li> <li><span style="color: #222222;"><span style="font-size: small;">Hypothesis-driven mindset and passion for improving patient experience</span></span></li> <li><span style="color: #222222;"><span style="font-size: small;">Strong problem-solving skills and ability to deliver timely results</span></span></li> </ul> <p>&nbsp;</p><div class="content-pay-transparency"><div class="pay-input"><div class="description">The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years &amp; depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.</div><div class="title">Remote USA</div><div class="pay-range"><span>$62,800</span><span class="divider">&mdash;</span><span>$78,500 USD</span></div></div></div><div class="content-conclusion"><p><strong>OUR OPPORTUNITY</strong></p> <p>Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.</p> <p>The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.</p> <p><strong>WHAT WE OFFER</strong></p> <p>Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!</p> <p>For more information, visit <a href="http://www.natera.com/" data-cke-saved-href="http://www.natera.com/">www.natera.com</a>.</p> <p>Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.</p> <p>All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.</p> <p><em>If you are based in California, we encourage you to read this important information for California residents.&nbsp;</em></p> <p>Link: <a href="https://www.natera.com/notice-of-data-collection-california-residents" target="_blank">https://www.natera.com/notice-of-data-collection-california-residents/</a></p> <p>Please be advised that Natera will reach out to candidates with a @<a href="http://natera.com/" target="_blank" data-saferedirecturl="https://www.google.com/url?q=http://natera.com&amp;source=gmail&amp;ust=1657718972773000&amp;usg=AOvVaw3zRwaIiu7070kJKNG4hjRm">natera.com</a>&nbsp;email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.</p> <p>For more information:<br>- <a href="https://www.bbb.org/article/tips/12261-bbb-tip-employment-scams" target="_blank">BBB announcement on job scams</a>&nbsp;<br>- <a href="https://www.fbi.gov/investigate/cyber" target="_blank">FBI Cyber Crime resource page</a>&nbsp;</p></div>

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