Multiple Primaries Coordinator

Summary

Join Natera as a Multiple Primaries Coordinator (MPC) and play a crucial role in overseeing the day-to-day operations of the multiple primary project. This senior-level support position involves coordinating care teams for patients, acting as a liaison between Natera, patients, and healthcare professionals, and ensuring timely and accurate sample processing. You will also develop and implement processes, author standard operating procedures, and contribute to improving internal and external customer experiences.

Requirements

• Familiarity with all oncology tests performed by Natera
• Root cause analysis and problem solving skills
• Ability to aid in training and provide mentoring in a professional manner
• Excellent oral and written communication skills
• Knowledge of administrative procedures and protocols
• Excellent organizational skills and ability to balance multiple client needs and internal stakeholders
• Understands the importance and sensitivity working with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) in order to perform the job ensuring PHI is never compromised
• Four year degree preferred, two-year degree required
• 3 - 5 years of related laboratory or medical facility customer experience
• Understanding of HIPAA
• Intermediate Microsoft office and Google Suite skills
• Ability to maintain professionalism during highly escalated situations

Responsibilities

• Monitors daily operations and resolves sample processing issues to ensure timely and accuracy of information in order to maintain SLA for results
• Performs complex assignments related to the Multiple Primary project that require a high degree of initiative to resolve
• Serve as the primary contact for Multiple Primary orders and document all interactions, communications, actions taken, and follow ups
• Communication to patients/clients/field teams on test requirements such as samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers
• 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 customers question(s)
• As a highly skilled specialist, the MPC will contribute to the development and improvement of concepts, processes, and training along with providing opportunities for improving our internal (team) and external customer experiences
• Will work with MP cross functional team to deliver solutions for improved efficiency

Preferred Qualifications

• Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud based call center functionalities
• Data collection and maintenance
• Medical Terminology
• Anatomic or Molecular Pathology Experience
• Bilingual is a plus

Benefits

• Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits
• Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more
• We also offer a generous employee referral program!