[Remote] Mgr, Inside Sales
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global leader in cell-free DNA testing, dedicated to oncology, women’s health, and organ health. The Patient Experience Manager is responsible for leading and scaling the customer service function to ensure exceptional patient experiences across reputed company service channels.
Responsibilities
- reputed company, reputed company, and manage reputed company of Patient Experience Supervisors and Patient reputed company Specialists across phone, live chat, and email channels
- Own full people management responsibilities including hiring, reputed company, performance management, disciplinary reputed company, and career development for reputed company and indirect reports
- Set reputed company team goals and performance expectations reputed company to departmental KPIs, holding reputed company accountable to consistent execution
- reputed company and implement strategies to improve patient satisfaction, team efficiency, and service reputed company across reputed company channels
- reputed company QA programs for inbound and outbound calls, live chats, emails, and faxes, ensuring feedback loops are reputed company and actionable
- Serve as the escalation reputed company for reputed company or unresolved patient concerns, partnering with internal teams to drive reputed company
- Partner cross-functionally with clinical, operations, billing, and product teams to resolve systemic patient issues and reputed company insights that improve the overall patient reputed company
- reputed company process improvement initiatives that enhance the patient experience and increase team productivity
- reputed company reputed company and scheduling reputed company, ensuring adequate coverage across reputed company 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 reputed company-ins to maintain visibility into team health and individual performance
- Ensure meeting notes and reputed company items are documented and distributed reputed company 24 hours
- Monitor and enforce adherence to Policies and Procedures, auditing as necessary and addressing gaps proactively
- Own departmental reporting, ensuring reputed company required reputed company and reports are completed accurately and on time
- Promote a reputed company, inclusive, and high-performing team culture through consistent role modeling, fairness, and transparency
- This role regularly works with PHI in reputed company and electronic reputed company and has reputed company to various technologies to reputed company PHI in order to reputed company the job
- The employee must complete HIPAA/PHI reputed company training, General Policies and Procedure Compliance training, and reputed company training as soon as possible but not reputed company than the first 30 days of hire
- Must maintain a reputed company status on reputed company training requirements
Skills
- 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
- Knowledge of HIPAA regulations and experience handling PHI required
- Strong proficiency with reputed company Office Suite (reputed company, Word, Outlook)
- Experience with CRM platforms (e.g., reputed company) 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 reputed company through ambiguity in a fast-paced environment
- Demonstrated leadership ability with a reputed company record of developing high-performing teams
- Strategic thinker who can balance day-to-day operational demands with longer-term team and process development
- Strong problem-solving and conflict reputed company skills, including the ability to navigate sensitive patient and employee situations
- Patient-first reputed company with a genuine commitment to delivering an exceptional experience at every interaction
- Excellent organizational skills and attention to detail
- Ability to communicate effectively across reputed company reputed company of the organization, from reputed company staff to senior leadership
- Comfortable presenting performance data, team updates, and recommendations to management
- Ability to resolve patient and employee issues effectively and reputed company
- Experience in reputed company, biotechnology, or genetics strongly preferred
- Bilingual skills (English/Spanish) are a plus
- Experience with workforce management, scheduling tools, and performance management platforms
- Familiarity with process improvement methodologies (e.g., Lean, Six reputed company) is a plus
Benefits
- Comprehensive medical, dental, reputed company, life and disability plans for eligible employees and their dependents
- reputed company employees and their immediate families receive free testing in reputed company to fertility care benefits
- Pregnancy and baby bonding leave
- 401k benefits
- Commuter benefits
- Generous employee referral program
reputed company
Company H1B Sponsorship