Customer Experience Associate

Summary

Join Natera's Women's Health division as a Customer Experience Associate and support internal and external customers across various support functions. You will communicate via phone, email, and fax, addressing missing information, identifying issue root causes, and responding to inquiries about test turnaround time and portal access. This role involves direct customer interaction, managing accounts, and documenting communications. Familiarity with Natera's genetic tests and HIPAA compliance is crucial. The position requires at least 2 years of customer service experience and proficiency in Microsoft Office and Google Suite. Natera offers competitive benefits, including comprehensive medical, dental, vision, life, and disability plans, as well as free testing for employees and their families.

Requirements

• High School degree or equivalent required
• At least 2 years of customer service experience
• 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
• Familiarity with all genetic tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers
• Employee 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 have an access to various technologies to access PHI (paper and electronic) in order to perform the job

Responsibilities

• Deal directly with internal and external customers via telephone and electronic channels to obtain missing information needed for processing of submitted test samples based on assigned region
• Obtain necessary information including Patient contact and health information, Physician and Clinic information, Billing information or medical insurance information, and 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
• Support Sales team processing the following account requests: Account Set Up and changes, Placing kit/supply orders, Processing orders for pre-filled requisitions, and 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 customers' accounts, document all customer interactions, communications, actions taken, and follow ups
• Assists with mentoring and training new employees
• Other duties may be assigned to meet business needs
• Maintain a current status on Natera training requirements

Preferred Qualifications

• Two- or Four-year undergraduate degree or certification
• Experience with Salesforce CRM platform, LIMS, Twilio or other virtual telephony/communication platform
• Data gathering, sorting, maintenance, and analysis
• Ability to learn and work in a 100% remote setting

Benefits

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• Natera employees and their immediate families receive free testing in addition to fertility care benefits
• Pregnancy and baby bonding leave
• 401k benefits
• Commuter benefits
• Generous employee referral program