Senior Manager, Patient Experience

The Senior Manager, Patient Experience at Natera is mainly responsible for analyzing and enhancing the patient experience throughout the billing process. This includes understanding the patient journey, identifying gaps in satisfaction, and implementing effective process improvements. Collaborating with operational teams and presenting updates to senior leadership are also crucial aspects of this role.

To qualify for the Senior Manager, Patient Experience position at Natera, candidates need a bachelor's degree and a minimum of five years of relevant professional experience. Previous work in product management, consulting, strategy, or customer success with a focus on healthcare, particularly in biotech or diagnostics, is highly valued.

Strong analytical skills, project management abilities, and strategic thinking are key for a Senior Manager, Patient Experience at Natera. The ideal candidate will also have relentless problem-solving capabilities, a focus on quality experience, and a willingness to engage and understand the patient experience firsthand.

The Senior Manager, Patient Experience will have the opportunity to identify and address significant gaps in the patient experience effectively. By implementing process enhancements in coordination with various teams, they can contribute to a truly innovative approach to patient satisfaction as Natera’s test volume grows.

Natera supports the Senior Manager, Patient Experience role through a culture of collaboration and innovation, providing access to leadership and resources necessary to drive improvements. Additionally, the company's emphasis on professional growth ensures that employees are challenged and stretched, enabling fast-paced career development.

When prioritizing projects, it's important to identify the initiatives that will have the most significant impact on patient experiences while considering timelines and resource availability. Utilizing frameworks like the Eisenhower Matrix can help, focusing on what's urgent and what aligns best with Natera's strategic goals.

Absolutely! In a previous role, I implemented a new streamlined communication process that kept patients informed pre- and post-tests. As a result, we saw a notable increase in satisfaction scores due to reduced confusion and improved clarity, which is crucial for patient trust.

I incorporate various methods like patient surveys, Net Promoter Scores, and direct feedback mechanisms, utilizing tools to analyze and synthesize data. This approach allows us to gather comprehensive insights into patient experiences and adjust strategies in real-time.

I believe in open communication and involving team members in the change process. By addressing their concerns and showing them how the new processes improve the patient experience, I can help create buy-in. Listening and collaborating goes a long way in fostering a positive attitude towards change.

In my experience, collaborating with cross-functional teams is essential. I’ve worked closely with operations, product management, and customer service to align on goals. Their insights are invaluable, and I've learned that fostering strong relationships leads to successful outcomes in enhancing the patient experience.

One challenge could be keeping pace with the rapidly growing test volume while maintaining a high-quality experience. To address this, I would focus on scalable solutions and continuous feedback loops to quickly identify and resolve any obstacles affecting patient satisfaction.

My approach to problem-solving in patient experience is data-driven. I analyze all available information and, when possible, involve patients in discussions to understand their perspectives. This helps me identify root causes and generate effective solutions tailored to enhance their experiences.

I have worked closely with insurance billing departments to ensure patients understand their financial responsibilities ahead of testing. This proactive communication has proven vital in alleviating confusion and dissatisfaction related to billing, and I aim to further enhance these processes at Natera.

Implementing personalized communication strategies based on patient feedback is key. Additionally, I would advocate for training initiatives for staff that focus on empathetic communication and problem resolution to further elevate the patient experience.

I admire Natera’s commitment to innovation and improving patient outcomes through genetic testing. I believe my skills and experiences align perfectly with the company’s mission, and I am excited about the prospect of making a meaningful impact in patient care and satisfaction.