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Natera

Founded in 2004 and led by CEO Steve Chapman, Natera is a company in the biotechnology market that offers genetic testing and diagnostics on a global scale. Ope

Inside Sales Supervisor

Location

United States

Posted

6 days ago

Salary

0

Seniority

Senior

Bachelor Degree3 yrs expEnglish

Job Description

Inside Sales Supervisor

Natera

• Manage a team dedicated to executing Natera’s customer service. • Supervise a team of Patient Success Specialist. • Assist patients with test status updates, patient portal login issues, questions about testing services, and coordinating redraws for blood samples. • Manage inbound calls and live chats to deliver timely and effective assistance. • Collaborate with cross-functional teams to resolve patient inquiries and concerns effectively. • Contribute to process improvement initiatives to enhance the patient experience. • Daily supervision of staff to include all department sub-teams. • Assists with feedback on hiring, discipline, and performance evaluations. • Ensures the team exceeds all performance KPIs and metrics. • Responsible for monitoring and QA of inbound and outbound calls and providing feedback. • Responsible for monitoring and QA of emails and faxes. • Oversees the process of providing coverage for employee vacation and sick calls. • Provides backup for scheduling as needed. • Provides department orientation for all direct reports and coordinates training per job description. • Assures that ongoing training is provided for established employees. • Liaison with internal departments to promote ongoing communication and ensure accuracy. • Acts as the first level of escalation to patient concerns and complaints. Assists staff with enforcing policy. • Assists management with regular meetings for all staff and ensures meeting minutes are completed within 24 hours. • Handles the supply orders for the department. • Monitors and validates adherence to Policies and Procedures, auditing as necessary. Monitors and evaluates employee productivity and performance to goal. • Assists with the completion of all required projects and reports in a timely fashion on a daily, weekly, or monthly basis per the direction of management. • Develops, monitors, coaches, and manages staff, ensuring the development of employees through orientation, training, establishing objectives, communicating rules, and constructive discipline. • Promotes a positive working environment through role modeling, team development, respect, fairness, and consistency.

Job Requirements

  • Education: Bachelor’s degree or equivalent work experience.
  • Experience: Minimum of 3 years of customer service experience, with at least 1 year in a supervisory or leadership role.
  • Skills: Strong proficiency with Microsoft Office Suite (Excel, Word, Outlook).
  • Experience with CRM software (e.g., Salesforce).
  • Excellent verbal and written communication skills.
  • Strong problem-solving and conflict resolution skills.
  • Ability to manage a high-volume workload and prioritize effectively.
  • Industry Knowledge: Experience in healthcare, biotechnology, or genetics is preferred. Knowledge of HIPAA regulations and handling PHI is a plus.
  • Leadership Qualities: Ability to inspire and develop a team, provide constructive feedback, and manage team dynamics in a fast-paced environment.
  • Strong communication skills, both verbal and written.
  • Strong computer skills.
  • Additional Preferred Skills: Bilingual skills (English/Spanish) are a plus.
  • Experience with performance management and coaching tools.
  • Familiarity with call center operations and technologies.

Benefits

  • Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
  • Free testing for Natera employees and their immediate families.
  • Fertility care benefits.
  • Pregnancy and baby bonding leave.
  • 401k benefits.
  • Commuter benefits.
  • Generous employee referral program.

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