Manager, Client Experience

At Personalis, we are transforming the active management of cancer through breakthrough personalized testing. We aim to drive a new paradigm for cancer management, guiding care from biopsy through the life of the patient. Our highly sensitive assays combine tumor-and-normal profiling with proprietary algorithms to deliver advanced insights even as cancer evolves over time. Our products are designed to detect minimal residual disease (MRD) and recurrence at the earliest timepoints, enable selection of targeted therapies based on ultra-comprehensive genomic profiling, and enhance biomarker strategy for drug development. Personalis is based in Fremont, California.

Summary:

The Manager, Client Experience is responsible for all aspects of clinical diagnostic client and physician communications and support for the Personalis molecular laboratory, including developing and implementing support policies and procedures, training and supervising a growing team of client experience specialists, and ensuring that requests for support are filed and adjudicated in a compliant and timely manner. This role will interface with the laboratory billing, laboratory operations, sample management, finance and business development teams to provide accurate reporting and facilitate efficient laboratory operations. The Client Experience Manager must be comfortable performing day-to-day support operations as well as supervising team members. This is an exciting opportunity to build a critical department within a rapidly growing, industry leading healthcare company.

Days onsite: Monday and Tuesday

Responsibilities:

• Oversight of all aspects of the physician and client support process to ensure compliance, timely response to inquiries, and successful completion of projects.
• Understand and support approved corporate policies and procedures relating to business procedures, philosophies and conduct.
• Develop, implement, and execute departmental procedures and processes.
• Hire and supervise members of the Client Experience department.
• Ensure that the Client Experience team is appropriately trained and that training materials are current.
• Produce period end and ad hoc reports regarding inquiries and related activity. 
• Analyze and follow up on client and physician issues, following each issue to its completion. Report trends related to errors and denials.
• Communicate with internal and external parties to resolve complex problems.
• Represent the department in meetings on a variety of topics with co-workers and/or outsiders; maintain adequate documentation of these meetings and ensure that findings are shared appropriately.
• Maintain statistical reports for use in staffing and management decisions; perform quality assurance audits; track and resolve errors.
• Perform Secondary accessioning tasks, inputting data from TRFs (test request forms) into our LIMS (Laboratory Information Management) and other systems.
• Perform quality control checks on incoming TRFs.
• Ensure data in LIMS is accurate and up to date.
• Communication with physician’s offices as needed.
• Communication with patients to answer questions. Field phone calls that come in associated with testing.
• Support the sales / Business Development team.
• Handle logistics issues around sample collection kits and incoming samples/blocks.
• Work closely with the billing team to support billing operations.
• Work closely with Lab Operations and primary accessioning.
• Work closely with Genetic Counselors to track progress of reports, prioritize based on turnaround time.
• Monitor complaints about anything as simple as turnaround time, or more complicated complaints regarding results.
• Help manage access to the Physician Portal for associated physicians.
• Perform other duties or projects as assigned.

Requirements:

• Bachelor of Science or related degree preferred.
• 4+ years of experience in a related area.
• Previous Management experience required.
• Experience in laboratory setting preferred, with direct contact with physicians a plus.

Required Skills:

• Excellent verbal and written communication skills.
• A high level of comfort with math/numbers/data.
• Strong attention to detail and accuracy of information.
• Understanding of laboratory sample handling and regulations.
• Interpersonal skills for coaching staff and co-workers.
• Strong organizational skills, including time management, ability to meet deadlines, ensuring an orderly workplace, project management and priority setting. 
• Advanced analytical skills related to billing processes, staffing and work assignments across departments, problem-solving, and progressing toward objectives.
• Conceptual skills to identify and resolve problems, identify and act upon opportunities, understand and use data/technology, multi-task, and negotiate with others.
• General software skills, including Microsoft products and an aptitude for learning other products of various types. 
• Extra hours will be required from time to time to meet critical deadlines and department objectives.

The hiring range for this position is $93,500 to $121,000 per year, which may factor in various geographic regions. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. Our full-time regular positions also include an annual performance-based bonus (or a sales incentive plan) and long-term incentive units (equity) provided as part of our compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the level and position offered.

Personalis is an equal opportunity employer and is committed to the full inclusion of all individuals. As part of this commitment, Personalis will ensure that persons with disabilities are provided with reasonable accommodations. If you need an accommodation to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your recruiter know, if/when they contacts you.

Personalis is an Equal Opportunity Employer/Minorities/Females/Veterans/Disabilities. Personalis offers a competitive compensation package and benefits including medical, dental, vision, 401(k) match, ESPP, tuition reimbursement, sick/vacation time, commuter benefits/ EV charging stations, onsite gym, and wellness benefits. (For US only, benefits in other countries may vary.) 

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