Customer Experience Assoc

POSITION SUMMARY:

The Customer Experience Associate reports to the Customer Experience Supervisor and plays a vital role in delivering an exceptional experience to Natera’s diverse customer base. This includes internal and external, domestic and international partners such as medical professionals, patients, laboratory personnel, channel partners, supply chain teams, and sales.

In this fast-paced, mission-driven role, you’ll serve as a key point of contact—helping ensure timely, accurate, and compassionate support across a wide range of interactions. If you thrive in a dynamic environment and enjoy solving problems that make a real impact on patient care, this is the role for you.

Schedule: This position follows a consistent shift of 10:00 AM – 7:00 PM CST / 8:00 AM – 5:00 PM PST, offering a predictable workday aligned with key business operations.

PRIMARY RESPONSIBILITIES:

• Serve as a primary point of contact for internal and external customers via phone and electronic channels to obtain critical information required for processing submitted test samples, including:
  • Patient contact and health information
  • Physician and clinic details
  • Billing and insurance information
  • Requested tests for processing
• Provide timely and accurate communication to customers by:
  • Sharing test status updates in accordance with established protocols
  • Resending or coordinating the reissue of test results
  • Scheduling mobile phlebotomy appointments
  • Supporting and triaging technical issues
  • Routing clinical inquiries to Genetic Counseling teams
• Partner closely with the Sales team to support account-related activities, including:
  • New account setup and updates
  • Kit and supply order placement
  • Processing pre-filled requisition orders
  • Tracking and managing order status
• Respond promptly and professionally to inquiries related to missing or delayed samples, test results, and other service concerns
• Gather, assess, and document all relevant information to effectively resolve customer inquiries and complaints
• Perform customer verification processes and ensure data accuracy
• Escalate complex or unresolved issues appropriately to ensure timely resolution
• Maintain detailed and accurate records of all customer interactions, actions taken, and follow-ups
• Develop and maintain working knowledge of all Natera genetic tests, including sample requirements, turnaround times, and documentation standards
• Support onboarding, mentoring, and training of new team members
• Ensure strict adherence to HIPAA policies and Natera’s privacy standards when handling sensitive patient information (PHI)
• Stay current with all required training and compliance standards
• Take on additional responsibilities as needed to support evolving business needs

QUALIFICATIONS:

• High School diploma or equivalent required
• Associate’s or Bachelor’s degree preferred
• Minimum of 2 years of customer service experience
• Multilingual skills are a strong plus

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong understanding of customer service principles and best practices
• Ability to assess situations, problem-solve, and escalate when necessary within defined protocols
• Adaptability and resilience in a constantly evolving environment
• Experience providing support via both phone and written communication channels
• Solid administrative and organizational skills
• Strong verbal, written, and numerical communication abilities
• Intermediate proficiency with Microsoft Office and Google Workspace (Drive, Gmail, Docs, Sheets)
• Exceptional attention to detail and time management
• Professional, empathetic, and customer-focused communication style

PREFERRED SKILLS & EXPERIENCE:

• Experience with Salesforce CRM, LIMS, Twilio, or similar communication platforms
• Strong data management skills, including data gathering, organization, 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