Manager, Customer & Patient Experience (Remote)

Job Description

Posted on: 
October 20, 2023

As a leader within the CPX team you will also drive process improvement initiatives to bolster Freenome’s CPX processes and technology with an emphasis on live client service based on lessons learned from customer interactions. The ideal candidate is passionate about delivering a seamless customer experience and having a significant impact on the growth of an organization dedicated to changing the entire landscape of cancer.


  • Support the onboarding process for new customers to begin using Freenome’s tools and products
  • Provide live support to customers answering questions and resolving issues as they use Freenome’s tools and products
  • Partner with internal teams such as the Laboratory and Engineering to proactively work with customers to answer questions and resolve issues identified by Freenome disrupting optimal product workflow
  • Design and refine processes and business requirements necessary to provide superior client service as the team scales
  • Continuously research industry trends, making recommendations to refine our technology platforms to better meet customer needs
  • Connect customer insights and data-driven metrics to measure effectiveness of client onboarding refinements
  • Ensure all strategies, plans, and tactics are aligned with legal and compliance requirements

Job Requirements

  • Bachelor's degree
  • 5+ years of progressive experience working with client services and supporting customer onboarding for a clinical diagnostics or reference lab company
  • 2+ years of experience in a leadership role focused on live client service in the clinical diagnostics, specialty lab, or reference lab space  
  • Excellent project management and demonstrated client relationship management experience
  • Proactive management of situations, skillful communications, especially being able to listen well and dig deeper into the problems
  • Prior people management experience for teams of 1-3+
  • Experience with various laboratory information systems (LIS), health information systems (HIS), Physician offices, and EHR vendors to provide interoperability solutions to healthcare providers
  • Experience with client service technology including CRM, customer chat solutions, and call center solutions
  • Proactively identifies and solves complex problems with a solutions-orientation
  • Highly collaborative with excellent interpersonal skills fostering strong relationships across the organization
  • Possess an entrepreneurial, determined, and tenacious approach to impacting patients and business

Nice to haves:

  • HL7 knowledge
  • Salesforce administration experience
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