Sr. Program Manager - Patient Experience
Natera’s mission is to transform the diagnosis and management of genetic diseases by making personalized genetic testing and diagnostics the standard of care. We focus on reproductive health, cancer, and organ transplantation, providing innovative solutions that empower healthcare providers and patients.
The Patient Experience (PX) team ensures that every patient receives the highest level of care throughout their journey with Natera. Our team supports patients at every step—from cost estimates and blood sample collection to test results review—leveraging cutting-edge patient support technologies. We are constantly identifying opportunities to enhance the patient experience through data-driven insights and process improvements.
The PX team's success is heavily reliant on our commitment to consistently enhance our internal processes. The Sr. Program Manager identifies areas for improvement and works with stakeholders to implement and refine solutions, refusing to settle for the status quo. These solutions can vary from straightforward process adjustments to collaborating with development teams on more intricate technological solutions, such as Artificial Intelligence (AI).
As a successful candidate, you are obsessed with the experience of our patients, phlebotomists and support teams. You learn complex concepts quickly; earn the trust of stakeholders across various disciplines; are super-organized with a strong bias for action; are eager to find ways to reduce patient effort; and love working with global teams.
Key Responsibilities
- Oversee the end-to-end delivery of the Phlebotomy and Patient Coordinator improvement programs, from identifying opportunities to deploying solutions
- Drive alignment, foster discussion, and ensure success of key initiatives and objectives across stakeholders
- Manage stakeholder expectations. Define goals and objectives that meet their needs
- Lead continuous improvement initiatives to identify opportunities
- Create a pipeline of opportunities and work with operations, product and engineering organizations to define a solutions roadmap
- Proactively dive deep into available data to unlock insights and monitor health of initiatives
- Monitor the roadmap progress and drive accountability amongst stakeholders, and identify potential risk areas, dependencies, and technical blockers, and drive mitigations and solutions
- Effectively communicate program status, risks, and issues to stakeholders, including executive leadership team (ELT)
- Use data and metrics to identify areas for improvement and drive program optimization
- Own budgeting process
Basic Qualifications
- Bachelor’s degree or equivalent experience
- 3+ years of program / project management experience
- Proficient knowledge of and experience in Project Management principles
- High level understanding of AI solutions and capabilities
- Proven success in building and improving global operations processes
- Ability to juggle multiple projects and workstreams
- Ability to lead and motivate teams, and to influence stakeholders
- Excellent problem-solving skills.
- Excellent oral and written communication skills.
- Strong organizational and people skills, successful track record of coordinating between multiple project stakeholders including business and operations teams, product managers, and software development teams.
- Ability to deal well with ambiguous/undefined problems; think abstractly; learn, adapt and innovate.
- Ability to work autonomously and drive buy in for program objectives
- Ability to analyze data and identify trends and insights
- Comfortable working across multiple time-zones
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
