Inside Sales Manager

🔥 10 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⬇️ Inside Sales

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Natera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2004

🧬 Biotechnology

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Biotechnology • Healthcare Insurance • Pharmaceuticals

Natera is a global leader in cell-free DNA testing technology, specializing in non-invasive genetic testing and diagnostics. The company's innovative solutions focus on areas such as prenatal screening, cancer detection, and organ transplant monitoring. By using advanced bioinformatics and DNA analysis, Natera provides healthcare professionals and patients with critical information to make more informed medical decisions.

📋 Description

• Lead, develop, and manage a team of Patient Experience Supervisors and Patient Success Specialists across phone, live chat, and email channels. • Own full people management responsibilities including hiring, onboarding, performance management, disciplinary action, and career development for direct and indirect reports. • Set clear team goals and performance expectations aligned to departmental KPIs, holding the team accountable to consistent execution. • Develop and implement strategies to improve patient satisfaction, team efficiency, and service quality across all channels. • Oversee QA programs for inbound and outbound calls, live chats, emails, and faxes, ensuring feedback loops are timely and actionable. • Serve as the escalation point for complex or unresolved patient concerns, partnering with internal teams to drive resolution. • Partner cross-functionally with clinical, operations, billing, and product teams to resolve systemic patient issues and share insights that improve the overall patient journey. • Lead process improvement initiatives that enhance the patient experience and increase team productivity. • Oversee staffing and scheduling strategy, ensuring adequate coverage across all shifts and service channels. • Own department orientation and training programs for new hires, ensuring role readiness before live patient interaction. • Ensure ongoing development opportunities are available for tenured staff, including performance coaching and career pathing conversations. • Conduct regular one-on-ones, team meetings, and skip-level check-ins to maintain visibility into team health and individual performance. • Ensure meeting notes and action items are documented and distributed within 24 hours. • Monitor and enforce adherence to Policies and Procedures, auditing as necessary and addressing gaps proactively. • Own departmental reporting, ensuring all required projects and reports are completed accurately and on time. • Promote a positive, inclusive, and high-performing team culture through consistent role modeling, fairness, and transparency.

🎯 Requirements

• Bachelor's degree or equivalent work experience. • Minimum of 5 years of customer service experience, with at least 2 years in a people management role overseeing supervisors or team leads. • Demonstrated experience building and scaling customer service teams in a high-volume environment. • Experience in healthcare, biotechnology, or genetics strongly preferred. • Knowledge of HIPAA regulations and experience handling PHI required. • Strong proficiency with Microsoft Office Suite (Excel, Word, Outlook). • Experience with CRM platforms (e.g., Salesforce) and call center technologies. • Excellent verbal and written communication skills. • Strong analytical skills with the ability to interpret performance data and translate findings into actionable plans. • Proven ability to manage competing priorities and lead through ambiguity in a fast-paced environment.

🏖️ 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!