Customer Experience Associate

Summary

Join Natera's Organ Health division as a Customer Experience Associate, supporting internal and external customers through various communication channels. You will handle inbound calls, emails, and ticketing requests, investigating delays in test results and answering customer inquiries. Responsibilities include setting up new accounts, placing orders, troubleshooting system issues, and communicating test statuses. You will also assist with mentoring new employees and maintain compliance with HIPAA regulations. This role requires strong customer service skills, experience with various communication platforms, 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 prior customer service experience
• Ability to learn and work in a fully remote environment
• 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
• Employees 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 will have access to various technologies that provide access to PHI (paper and electronic) in order to perform the job
• Must maintain a current status on Natera training requirements

Responsibilities

• Communicate directly with internal and external customers via telephone and electronic channels in order to obtain missing information needed for the processing of submitted test samples
• 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
• Supports Sales team with processing the following account requests: Account Set Up and changes
• Placing kit/supply orders
• Processing orders for pre-filled requisitions
• 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 customer accounts, document all customer interactions, communications, actions taken, and follow ups
• Communicate and educate customers on the specifics of each genetic test performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers
• Assists with mentoring and training new employees
• Other duties may be assigned to meet business needs

Preferred Qualifications

• Two or four-year undergraduate degree or certification preferred
• Multi-lingual skills are a strong plus
• Experience with Salesforce CRM platform, LIMS, Twilio or other virtual telephony/communication platform
• Data gathering, sorting, maintenance, and analysis

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
• A generous employee referral program