Manager of Client Experience, Personalis
$93.5-121k
+ Annual performance-based bonus (or a sales incentive plan) & Long-term incentive units (equity)
Onsite on Mondays and Tuesdays
2 days a week in office (Fremont, CA)
Platform personalising cancer testing
Be an early applicant
Platform personalising cancer testing
201-500 employees
Be an early applicant
$93.5-121k
+ Annual performance-based bonus (or a sales incentive plan) & Long-term incentive units (equity)
Onsite on Mondays and Tuesdays
2 days a week in office (Fremont, CA)
201-500 employees
Company mission
To transform the development of next-generation therapies by providing more comprehensive molecular data about each patient’s cancer and immune response.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
Personalis is developing biopharmaceuticals for cancer immunotherapies, enabling the next generation of precision cancer therapies and diagnostics.
A leader in advanced cancer genomics, Personalis is evolving its understanding of cancer through the 'Personalis NeXT Platform®'. This provides biopharmaceutical customers and clinicians with information on approximately 20,000 human genes and the immune systems all from a single sample.
Through multiple funding rounds, including investors such as Stanford University, Lightspeed Venture Partners, Abingworth, and Merck, Personalis has obtained capital to grow its products and advance its knowledge in developing the next generation of cancer diagnostics.
Steph
Company Specialist at Welcome to the Jungle
Insights
-13% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2015
$33m
SERIES C
Oct 2013
$22m
SERIES B
Total funding: $75m
Company benefits
- Medical insurance
- 401(k)
- Commuter benefits
Company HQ
Fremont, CA
Leadership
Atul Butte
(Founder)Previously worked at Stanford University, School of Medicine as a Professor of Pediatrics and as a Chief, Division of Systems Medicine in the Department of Pediatrics.
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