Patient Exp 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

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.