Manager, Client Experience

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.

Days onsite: Monday and Tuesday

Summary:

The Manager, Client Experience oversees all aspects of clinical diagnostic communications and physician support for the Personalis molecular laboratory. This pivotal role is responsible for developing and implementing support policies, supervising a growing team of specialists, and ensuring all inquiries are adjudicated in a compliant, timely manner.

As a bridge between Laboratory Operations, Billing, Finance, and Business Development, the Manager ensures seamless and superior service quality. This role is a "player-coach" position, requiring a leader who is equally comfortable performing day-to-day support operations and driving high-level departmental strategy in a fast-paced, high-growth environment.

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.

Requirements:

• Bachelor’s degree required (Bachelor of Science or a related healthcare field preferred).
• 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.
• Familiarity with laboratory regulations (CLIA/CAP) and sample handling protocols is highly preferred.
• 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.

The hiring range for this position is $93,500 to $121,000 per year, 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.

Protecting Our Candidates: At Personalis, we value your security. Please note that all official correspondence from our team will come exclusively from @personalis.com email addresses. We will never ask for personal financial information or conduct interviews over text or chat platforms. If you receive a suspicious request, it is likely a scam. We are committed to a safe recruitment experience and actively work with authorities to investigate and prosecute cyber crimes targeting our community.

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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