Customer Experience Associate

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

📋 Description

• Report to the Customer Experience Supervisor.

• Provide assistance to both internal and external customers, including medical professionals, patients, laboratory staff, channel partners, supply chain teams, and sales representatives, both domestically and internationally.

• Reach out to customers via phone and electronic methods to gather any missing details related to patients, physicians, clinics, billing, insurance, and test information for submitted samples.

• Communicate the status of tests in accordance with established protocols.

• Reissue or request the re-sending of test results that have been previously issued.

• Coordinate mobile phlebotomy requests.

• Assist in resolving and managing technical issues faced by customers.

• Triage and schedule clinical inquiries for the Genetic Counseling team.

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

• Address customer inquiries and complaints related to missing or delayed test samples, result reports, and other associated matters.

• Gather and assess information to effectively manage inquiries and complaints.

• Conduct customer verification processes.

• Direct or escalate requests and issues that cannot be resolved.

• Oversee customer accounts and document interactions, communications, actions, and follow-ups.

• Keep updated on Natera genetic tests, sample requirements, turnaround times, patient health information, request forms, and waivers.

• Assist in mentoring and training new team members.

• Safeguard and manage patient health information in both paper and electronic formats.

• Complete all mandatory training required by Natera.

⛳️ Requirements

• High School diploma or equivalent is required.

• A minimum of 2 years of prior experience in customer service is necessary.

• Familiarity with customer service principles and practices is essential.

• Ability to analyze, escalate, or resolve customer inquiries following established protocols.

• Proficient in both phone and written customer support.

• Knowledge of administrative processes and protocols is required.

• Understanding of numeric, verbal, and written language applications is needed.

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

• Strong attention to detail and excellent organizational skills are necessary.

• Ability to maintain professionalism in customer communications.

• Must stay current with Natera training requirements.

• Working knowledge of HIPAA policies and procedures along with compliance to Natera's patient privacy policies is required.

• Preferred: an undergraduate degree or certification (two- or four-year).

• Preferred: experience using Salesforce CRM, LIMS, Twilio, or other virtual telephony/communication platforms.

• Preferred: skills in data gathering, organization, maintenance, and analysis.

• Multilingual abilities are a significant plus.

🏝️ Benefits

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

• Complimentary testing for employees and their immediate family members.

• Fertility care benefits available.

• Leave for pregnancy and baby bonding.

• 401k benefits offered.

• Commuter benefits included.

• Employee referral program established.

• We are an Equal Opportunity Employer committed to an inclusive workplace environment.