Customer Experience Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Report to the Customer Experience Supervisor and provide assistance to both internal and external customers, both domestically and internationally.

• Gather any missing information related to patients, physicians, clinics, billing, insurance, and tests for submitted samples.

• Communicate the status of tests and resend or request the resending of issued test results.

• Schedule requests for mobile phlebotomy services.

• Assist with and prioritize customer technical issues.

• Triage or arrange clinical inquiries for the Genetic Counseling team.

• Aid the Sales team in account setup, account modifications, kit and supply orders, pre-filled requisition orders, and tracking orders.

• Address customer inquiries and complaints regarding missing or delayed samples, results reports, and other related issues.

• Assess information, conduct customer verifications, and direct or escalate unresolved matters.

• Manage customer accounts and document interactions, actions taken, and follow-ups.

• Keep abreast of Natera genetic tests, sample requirements, turnaround times, patient health information, forms, and waivers.

• Assist in mentoring and training new team members.

• Handle and safeguard PHI in both paper and electronic formats in accordance with HIPAA regulations.

• Stay updated on current Natera training requirements.

⛳️ Requirements

• High School diploma or equivalent is required.

• A minimum of 2 years of prior customer service experience.

• Understanding of customer service principles and practices.

• Capability to analyze, escalate, or resolve customer inquiries within established protocols.

• Experience in providing both phone and written customer support.

• Familiarity with administrative procedures and protocols.

• Proficient in numeric, verbal, and written language applications.

• Intermediate proficiency in Microsoft Office and Google Suite applications (Drive, Gmail, Google Docs, Google Sheets).

• Strong attention to detail and organizational skills.

• Ability to maintain professionalism when dealing with customers.

• Multi-lingual abilities are a significant advantage.

• Preferably experienced with Salesforce CRM platform, LIMS, Twilio, or other virtual telephony/communication platforms.

• Experience in data gathering, sorting, maintenance, and analysis is preferred.

• Must keep current with Natera training requirements.

• Must adhere to Natera policies regarding the handling and protection of patient privacy.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, and disability insurance plans for eligible employees and their dependents.

• Free testing for employees and their immediate family members.

• Fertility care benefits.

• Pregnancy and bonding leave for new parents.

• 401k benefits.

• Commuter benefits.

• Employee referral program.