Patient Experience QC Specialist

Patient Experience QC Analyst

Position Summary:
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.

Primary Responsibilities:

• Drive collaboration and coordination with cross-functional teams, including programmers, engineers, and management.
• Track team progress and deliver detailed status reports, including KPIs and performance data.
• Participate in CAPA reviews to identify training and process improvement opportunities.
• Support patient-focused teams with quality improvement, tracking, and performance projects.
• Create and maintain documentation such as SOPs and protocols.
• Partner with management and data analysts to identify new process improvement opportunities.
• Audit call and email communications to assess quality and accuracy; compile QA feedback summaries for management and training teams.
• Follow established protocols when delivering feedback to Patient Experience agents and leadership.

Qualifications:

• Bachelor’s degree or equivalent required
• 2+ years of call center QC experience
• 5+ years of additional professional experience

Knowledge, Skills, and Abilities:

• Strong analytical skills with proficiency in MS Excel and data dashboards (e.g., QlikSense, QlikView)
• Excellent communication, organization, and cross-functional collaboration
• Creative data-gathering and research skills
• Strong interpersonal and listening skills
• Hypothesis-driven mindset and passion for improving patient experience
• Strong problem-solving skills and ability to deliver timely results

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 & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.Remote USA$25—$28.85 USD

OUR OPPORTUNITY

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.

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.

WHAT WE OFFER

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!

For more information, visit www.natera.com.

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.

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.

If you are based in California, we encourage you to read this important information for California residents. 

Link: https://www.natera.com/notice-of-data-collection-california-residents/

Please be advised that Natera will reach out to candidates with a @natera.com 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.

For more information:
- BBB announcement on job scams 
- FBI Cyber Crime resource page