Patient Success Training Specialist

POSITION SUMMARY: 

We are seeking an experienced Patient Success Training Specialist to design, implement, and manage training initiatives that support the success of our Patient Success team. This role is pivotal in ensuring team members have the knowledge, tools, and skills to deliver an exceptional patient experience. The Training Specialist will focus on identifying training needs, developing programs, and measuring the impact of these initiatives to foster a culture of continuous improvement and professional development.

This position emphasizes collaboration with leadership and cross-functional teams to align training efforts with business objectives, improve productivity, and enhance overall team performance.

PRIMARY RESPONSIBILITIES:

• Collaborate with supervisors, leadership, and team members to identify training gaps and requirements for new hires and existing employees.

• Use data and performance reviews to report back to management of training programs that address individual and team development areas.

• Deliver engaging, comprehensive training programs, including onboarding, policy updates, and role-specific development.

• Employ various training methods, including e-learning, workshops, one-on-one coaching, and simulations.

• Oversee assigned training activities, track completion rates, and ensure programs meet quality and compliance standards.

• Develop and maintain Standard Operating Procedures (SOPs) and training documentation.

• Report on training effectiveness through key performance indicators (KPIs), feedback surveys, and performance data.

• Conduct quality verbal and written communications reviews, providing detailed feedback to improve accuracy, professionalism, and adherence to processes.

• Stay updated on industry best practices, training trends, and emerging technologies to enhance the training strategy.

• Actively participate in process improvement initiatives to align training efforts with organizational goals.

• Partner with leadership and other departments to ensure training aligns with patient success strategies and initiatives.

• Share training outcomes and progress with stakeholders through detailed reports and presentations.

• Resolve any specific problems and tailor training programs as necessary

• Maintain a keen understanding of training trends, developments, and best practices

• Maintain and communicate training key performance indicators (KPIs) to leadership

QUALIFICATIONS:

• Bachelor’s degree in education or related field is preferred

• Bilingual - English and Spanish

• 3+ years of experience leading training programs

• Track record in designing and executing successful training programs

• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations, etc.)

• Excellent communication and leadership skills

• Strong writing and record-keeping ability for reports and training manuals

• Good computer and database skills

• Background in medical billing preferred

KNOWLEDGE, SKILLS, AND ABILITIES:

• Hypothesis-driven

• Passion for driving a positive patient experience

• Superior problem-solving skills

• Close attention to detail 

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

• Ability to work on multiple tasks and prioritize work

• Must be willing to work extended hours as necessary

• Ability to work cross-functionally as a team

PHYSICAL DEMANDS & WORK ENVIRONMENT:

This position requires the ability to use a computer keyboard, interact with service providers, and communicate over the telephone and videoconferencing. The ideal candidate will also be expected to work outside normal business hours, including weekends, if deemed necessary.

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

WHAT WE OFFER

Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, 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. We also offer a generous employee referral program!

For more information, visit www.natera.com.

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.

All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.

If you are based in California, we encourage you to read this important information for California residents. 

Link: https://www.natera.com/notice-of-data-collection-california-residents/

Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.

For more information:
- BBB announcement on job scams 
- FBI Cyber Crime resource page