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Supervisor, Customer Experience - Internal Applicants Only

Fremont, CA

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:

Reporting to the VP of Customer Experience, the Supervisor of Client Experience is responsible for overseeing the daily operations of clinical diagnostic client and physician communications and support for the Personalis molecular laboratory. This role ensures that customer service standards are met by recommending, developing, and implementing support policies and procedures. The supervisor will train and oversee a growing team of client experience associates and ensure all support requests are handled efficiently and in compliance. Collaborating closely with laboratory billing, laboratory operations, sample management, finance, and business development teams, this role provides accurate reporting and promotes smooth laboratory operations. The ideal candidate will be adept at managing daily operational support while supervising and mentoring team members.

Days onsite: Monday and Tuesday

Responsibilities:

  • Provide oversight for all aspects of the physician and client support process, ensuring compliance, timely responses to inquiries, and successful project completion.
  • Understand and uphold approved corporate policies and procedures related to business operations, philosophies, and conduct.
  • Execute departmental procedures and processes effectively.
  • Supervise and mentor members of the Client Experience department, fostering a collaborative and high-performing team.
  • Ensure the Client Experience team is appropriately trained and that training materials are current and comprehensive.
  • Represent the Client Experience team in cross-functional operations meetings.
  • Collaborate closely with BSM leadership to promptly address sample receipt issues.
  • Analyze and follow up on client and physician issues, ensuring each issue is resolved to completion.
  • Report trends related to errors and denials to relevant stakeholders.
  • Communicate effectively with internal and external parties to resolve complex problems.
  • Provide support to the sales/Business Development team.
  • Work closely with the billing team to support billing operations.
  • Collaborate with Lab Operations and primary accessioning to ensure smooth workflows.
  • Work in conjunction with Genetic Counselors to track report progress, and prioritize based on turnaround time.
  • Monitor and manage complaint escalations efficiently.

Requirements:

  • Bachelor of Science or related degree preferred.
  • 4+ years of experience in a supporting role within molecular diagnostics.
  • Experience in a laboratory setting preferred, with direct contact with physicians a significant plus.

Required Skills:

  • Excellent verbal and written communication skills.
  • A high level of comfort with mathematical concepts, numbers, and data analysis.
  • Strong attention to detail and accuracy of information.
  • Thorough understanding of laboratory sample handling and relevant regulations.
  • Exceptional interpersonal skills for coaching staff and collaborating with co-workers.
  • Strong organizational skills, including effective time management, ability to meet deadlines, maintaining 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.
  • Strong conceptual skills to identify and resolve problems, identify and act upon opportunities, understand and utilize data/technology, multi-task effectively, and negotiate with others.
  • Proficiency in general software applications, including Microsoft products, and an aptitude for learning other software of various types.

 

The hiring range for this position is $39 to $50 per hour, 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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