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Customer Experience Assoc

8 hours, 39 minutes ago
United States
Full-time
Junior
Customer Success
Customer and Technical Support
CRM HIPAA Salesforce Twilio
Apply Now
Natera

Natera

Natera specializes in cell-free DNA testing, providing advanced genetic testing services for oncology, women's health, and organ health to help families diagnose and manage genetic diseases.

Pharmaceuticals
1K-5K
Founded 2004
View All Jobs 80

Description

  • Collect missing information needed to process submitted test samples, including patient, physician, clinic, billing, insurance, and test details.
  • Communicate test status to customers and resend or request the resending of issued test results.
  • Schedule mobile phlebotomy requests and triage customer technical issues.
  • Route and schedule clinical inquiries for Genetic Counseling staff as needed.
  • Support the Sales team with account setup and changes, kit and supply orders, pre-filled requisition orders, and order tracking.
  • Respond promptly to customer inquiries and complaints about missing or delayed samples, results reports, and other issues.
  • Evaluate relevant information to resolve inquiries, escalate unresolvable issues, and document all customer interactions and follow-ups.
  • Perform customer verifications and manage customer accounts according to established protocols.
  • Maintain working knowledge of Natera genetic tests, required samples, turnaround times, patient health information, request forms, and waivers.
  • Assist with mentoring and training new employees and complete required Natera training on an ongoing basis.

Requirements

  • High school diploma or equivalent required.
  • Two- or four-year undergraduate degree or certification preferred.
  • At least 2 years of prior customer service experience.
  • Multi-lingual skills are a strong plus.
  • Knowledge of customer service principles, administrative procedures, and established support protocols.
  • Ability to analyze, escalate, or resolve customer questions within set guidelines.
  • Experience supporting customers by phone and in writing.
  • Intermediate proficiency with Microsoft Office and Google Suite apps, including Drive, Gmail, Docs, and Sheets.
  • Strong attention to detail, organization skills, and professional communication abilities.
  • Experience with Salesforce CRM, LIMS, Twilio, or similar virtual telephony platforms preferred.
  • Experience with data gathering, sorting, maintenance, and analysis preferred.
  • Working knowledge of HIPAA policies and procedures and ability to handle protected health information appropriately.

Benefits

  • Pay range of $19 to $22 USD per hour for Remote USA.
  • Comprehensive medical, dental, vision, life, and disability coverage for eligible employees and dependents.
  • Free testing for employees and their immediate families.
  • Fertility care benefits.
  • Pregnancy and baby bonding leave.
  • 401(k) benefits.
  • Commuter benefits.
  • Employee referral program.

Interested in this position?

Apply directly on the company website

Apply Now

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