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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.
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
Requirements
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
Benefits
Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
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.
