Manager, Client Experience

Personalis, Inc•Fremont, CA

5h•Hybrid

About The Position

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. 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.

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.

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.