Patient Exp QC Analyst

POSITION SUMMARY:

The Patient Experience QC Analyst provides cross-functional program leadership to launch new processes or improve existing ones. They achieve this through the application of project management tools to drive high-level collaboration and coordination with various business functions, perform root cause analysis, track progress, and provide detailed status and data reports to management. Their function is essential to ensuring teams define and achieve the objectives and goals required to complete projects on time. Assist with monitoring all verbal and written communications to maintain excellence in accuracy, professionalism, attention to detail, and adherence to processes within the Patient Experience team. Knowledge of all general products/processes and patient process exceptions.  

 

PRIMARY RESPONSIBILITIES:

• Drive high-level collaboration and coordination with various business functions (working with programmers, engineers, and management heads to improve processes.

• Assist in tracking overall team progress and provide detailed management status reports, including KPIs or high-level data analysis. 

• Participate in CAPA reviews to determine opportunities for individual and team training to maintain adherence to processes and policy. 

• Perform particular project tasks and assist other patient-focused teams on quality, improvement, tracking, and performance as needed. 

• Generate the necessary documentation, such as SOPs and protocols. 

• Work with management and Data Analyst to locate and define new process improvement opportunities. 

• Audit call and email communications for agents and processes, complete QA feedback summary to review with management, training department, and Patient Experience agent.

• Follow protocol on how to deliver feedback to Patient Experience agents and management. 

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 in MS Excel and ability to navigate analytic dashboards (ex., QlikSense, Qlikview)

• Excellent cross-functional communication and organization

• Ability to gather data through creative approaches to research

• Very strong interpersonal and listening skills

• Hypothesis-driven

• Passion for driving a positive patient experience

• Ability to close deals in a timely manner, resulting in significant revenue growth.

• Superior problem-solving skills

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$62,800—$78,500 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 …