Personalis, Inc. · 13 hours ago
Manager, Client Experience
Fremont, CA
Full-time
Hybrid
Mid, Senior Level
$125K/yr - $155K/yr
4+ years expPersonalis, Inc. is transforming cancer management through personalized testing and advanced insights. The Manager, Client Experience oversees clinical diagnostic communications and physician support, developing policies and supervising a team to ensure compliance and service quality.
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
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
Preferred
Bachelor of Science or a related healthcare field preferred
Familiarity with laboratory regulations (CLIA/CAP) and sample handling protocols is highly preferred
Benefits
Medical
Dental
Vision
401(k) match
ESPP
Tuition reimbursement
Sick/vacation time
Commuter benefits/ EV charging stations
Onsite gym
Wellness benefits
Company
Personalis, Inc.
At Personalis, we are transforming the active management of cancer through breakthrough personalized testing.
201-500 employees
Funding
Current Stage
Public CompanyTotal Funding
$311.25MKey Investors
MerckTempusLightspeed Venture Partners
2024-12-19Post Ipo Equity· $50M
2024-08-16Post Ipo Equity· $36.15M
2021-01-27Post Ipo Equity· $150.1M
Leadership Team
Aaron Tachibana
Chief Financial Officer
Christian Haudenschild
Senior Vice President
Recent News
2026-01-09
2026-01-09
Company data provided by crunchbase