Apply on Employer Site

Personalis, Inc. · 1 day ago

Manager, Client Experience

Fremont, CA

Full-time

Hybrid

Mid, Senior Level

$94K/yr - $121K/yr

4+ years exp

Personalis is transforming the active management of cancer through breakthrough personalized testing. The Manager, Client Experience oversees all aspects of clinical diagnostic communications and physician support for the Personalis molecular laboratory, developing support policies and supervising a team of specialists.

BiotechnologyGeneticsHealth CareHealth Diagnostics

Responsibilities

Recruit, onboard, and supervise the Client Experience team; maintain up-to-date training materials to ensure the team remains expert in evolving protocols

Design and implement departmental procedures that improve efficiency, compliance, and the overall physician experience

Produce periodic and ad-hoc reports on inquiry trends, error rates, and denials to inform staffing and management decisions

Oversee secondary accessioning tasks, ensuring Test Request Form (TRF) data is thorough and accurately entered into the LIMS

Perform rigorous QC checks on incoming documentation and conduct regular audits to track and resolve systemic errors

Analyze and resolve complex client and physician issues, following each through to completion while identifying root causes

Oversee logistics for sample collection kits and the intake of incoming samples/blocks

Partner with Genetic Counselors to track report progress and prioritize cases based on Turnaround Time (TAT)

Act as a key resource for the Business Development and Sales teams to facilitate client success

Interface with Billing to resolve reimbursement hurdles and Laboratory Operations to streamline sample processing

Administer access and provide technical support for the Physician Portal

Qualification

Client services experienceLaboratory regulations knowledgeTeam managementData analysis proficiencyMicrosoft Office SuiteExceptional verbal skillsQuality-first mindsetManage prioritiesExceptional written skills

Required

Bachelor's degree required

4+ years of experience in client services or clinical operations within the healthcare/biotech industry

Proven experience managing and coaching teams in a high-volume environment

Exceptional verbal and written skills; ability to navigate sensitive conversations with patients, physicians, and internal stakeholders

Advanced data proficiency; comfortable analyzing billing metrics, staffing ratios, and workflow bottlenecks

A 'quality-first' mindset with an obsession for accuracy in medical data and documentation

Proficiency in Microsoft Office Suite (Excel) and experience with LIMS or CRM software

Ability to manage competing priorities in a deadline-driven environment; willingness to work extended hours when necessary to meet critical objectives