Customer Experience Associate

Summary

Join Natera as a Customer Experience Associate - Oncology and provide exceptional service to medical professionals, patients, and internal/external teams. This fully remote position involves handling inbound calls, managing work queues, and resolving customer issues. You will need a two-year degree or equivalent customer service experience and must complete specific training. The role requires strong communication, problem-solving, and organizational skills. Natera offers competitive benefits, including comprehensive medical, dental, vision, life, and disability plans, as well as free testing for employees and their families. This is a great opportunity to grow your career within a rapidly expanding diagnostics company.

Requirements

• Two year degree and/or 3 years minimum customer service experience, undergraduate degree desired
• Complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire
• Pass post offer criminal background check
• Excellence in de-escalating customer behavior
• Problem analysis and problem solving skills
• Adaptability to change and self-starter
• Knowledge of customer service principles and practices
• Experience in both phone and written customer support
• Knowledge of administrative procedures and protocols
• Knowledge of numeric, oral, and written language applications
• Intermediate knowledge in Microsoft office apps and typing with excellence in spelling and grammar
• Excellence in attention to detail and organization skills
• Ability to maintain professionalism at all times

Responsibilities

• Develop knowledge and skills through formal training and apply it to complete multiple tasks
• Respond promptly to internal and external customer inquiries
• Answer all incoming calls promptly and professionally with an emphasis on providing an exceptional customer experience
• Document all information thoroughly and accurately
• Deals directly with internal and external customers via telephone and electronic channels to research and resolve issues. Communicates clearly and logically a resolution to the customer's question(s)
• Supports Territory Managers team to assist in improving test TAT
• Supports and processes cases with exception processes
• Familiarity with all oncology tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers
• Works on moderately difficult, special projects that requires judgment in resolving issues and other duties as assigned to meet business needs
• Maintain a current status on Natera training requirements

Preferred Qualifications

• Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud based call center functionalities
• Problem analysis and problem solving
• Data collection and maintenance
• Bi-lingual a plus

Benefits

• Competitive Benefits. Healthy catered lunches, Premium snacks and beverages, Onsite gym with cardio and weight-training equipment, Game room with satellite TV, Onsite dry cleaning and alteration service with pick-up and delivery, Employee-organized sport leagues, Happy hours and BBQs, Generous Employee Referral program
• 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