Regional Customer Support Specialist

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

📋 Description

• Assist Natera’s division by providing support to medical professionals, patients, and various internal and external teams.

• Collaborate with customers and sales representatives to ensure a seamless ordering process and prompt reporting of results.

• Address internal and external customer inquiries swiftly.

• Act as the primary contact for accounts and Sales.

• Record interactions, communications, actions taken, and follow-ups diligently.

• Establish strong relationships with accounts, patients, and Sales to resolve any missing information and adhere to turnaround times.

• Notify stakeholders of delays and cancellations and assist with sample redraws.

• Investigate and resolve escalated issues through both telephone and electronic channels.

• Clearly and logically communicate root causes and solutions.

• Stay knowledgeable about Natera oncology tests, sample requirements, turnaround times, patient health information, request forms, and waivers.

• Complete special projects and other assignments as required.

• Manage protected health information in both paper and electronic formats.

• Keep current with Natera training requirements.

⛳️ Requirements

• An associate degree and/or 2-5 years of relevant experience.

• A bachelor’s degree is preferred.

• Engagement in advanced professional development education.

• Completion of HIPAA/PHI privacy, general policies and procedures compliance, and security training within the first 30 days of employment.

• A skilled specialist capable of executing tasks resourcefully and efficiently.

• Proven excellence in de-escalating customer behavior.

• Strong organizational skills with the ability to manage multiple client needs and internal stakeholders.

• Proficient in problem analysis and problem-solving skills.

• Understanding of customer service principles and practices.

• Experience in providing customer support via both phone and written communication.

• Familiarity with administrative procedures and protocols.

• Knowledge of numeric, oral, and written language applications.

• Intermediate proficiency in GSuite applications, typing, spelling, and grammar.

• Attention to detail and strong critical thinking abilities.

• Capability to maintain professionalism in highly escalated situations.

• Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities is preferred.

• Proficient in data collection and maintenance.

• Bilingual candidates are a plus.

🏝️ Benefits

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

• Complimentary testing for Natera employees and their immediate family members.

• Fertility care benefits.

• Leave for pregnancy and baby bonding.

• 401(k) benefits.

• Commuter benefits.

• Employee referral program.