Customer Experience Associate - Organ Health

POSITION SUMMARY:

The Customer Experience Associate will report to the Customer Experience Supervisor, and will provide support within Natera’s Organ Health division. The Customer Experience Associate will work directly with Natera’s internal, external, domestic and international customers, consisting of medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales representatives, by assisting with a wide range of support functions and interactions. The Customer Experience Associate will be responsible for receiving inbound calls, responding to emails and electronic faxes, and managing a ticketing queue for support requests. They will also be responsible for investigating any delays in test results, answering customer inquiries, setting up new accounts, placing kit orders and assisting with troubleshooting system issues. 

PRIMARY RESPONSIBILITIES:

• Communicating directly with internal and external customers via telephone and electronic channels in order to obtain missing information needed for the processing of submitted test samples. This necessary information includes:
  • Patient contact and health information
  • Physician and Clinic information
  • Billing information or medical insurance information
  • Requested tests to be processed
• Communicate test status per protocol to respective customers
• Resend and/or request the resending of issued test results
• Schedule requests for mobile phlebotomy
• Support and/or triage respective customer technical issues
• Triage and/or schedule clinical inquiries to/for Genetic Counseling staff 
• Supports Sales team with processing the following account requests:
  • Account Set Up and changes
  • Placing kit/supply orders
  • Processing orders for pre-filled requisitions
  • Tracking orders

• Respond promptly to internal and external customer inquiries and complaints regarding missing and delayed test samples, results reports, and other relevant inquiries
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Perform customer verifications
• Direct or escalate requests and unresolvable issues as needed
• Manage customer accounts, document all customer interactions, communications, actions taken, and follow ups
• Communicate and educate customers on the specifics of each genetic test performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers.
• Assists with mentoring and training new employees
• Other duties may be assigned to meet business needs
• Employees will have working knowledge of HIPAA policy and procedures and must comply with Natera policies in handling and protecting patient privacy.
• This role works with PHI on a regular basis both in paper and electronic form and will have access to various technologies that provide access to PHI (paper and electronic) in order to perform the job
• Must maintain a current status on Natera training requirements.
  
  

QUALIFICATIONS:

• High School degree or equivalent required
• Two or four-year undergraduate degree or certification preferred
• At least 2 years prior customer service experience
• Multi-lingual skills are a strong plus
• Ability to learn and work in a fully remote environment
  
  

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of customer service principles and practices
  
  
• Ability to analyze, escalate, or resolve customer questions within established protocols
  
  
• Must be adaptable. Show perseverance and engagement through regular change.
  
  
• Experienced with both phone and written customer support
  
  
• Knowledge of administrative procedures and protocols
  
  
• Knowledge of numeric, verbal, and written language applications
  
  
• Intermediate proficiency with Microsoft Office and Google Suite apps (drive, Gmail, g-docs, g-sheets)
  
  
• Excellence in attention to detail and organization skills
  
  
• Ability to maintain professionalism when communicating with customers 

Preferred Skills and Experience

• Experience with Salesforce CRM platform, LIMS, Twilio or other virtual telephony/communication platform
  
  
• Data gathering, sorting, maintenance, and analysis

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

WHAT WE OFFER

Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!

For more information, visit www.natera.com.

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.

All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.

If you are based in California, we encourage you to read this important information for California residents. 

Link: https://www.natera.com/notice-of-data-collection-california-residents/

Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.

For more information:
- BBB announcement on job scams 
- FBI Cyber Crime resource page