Regional Customer Support Specialist

Summary

Join Natera's Oncology division as a Regional Customer Support Specialist (Territory Manager) and provide exceptional service to medical professionals, patients, and internal/external teams. This role focuses on ensuring smooth order processing and timely result reporting. You will work independently, manage multiple tasks, and use critical thinking to resolve issues. Responsibilities include promptly responding to customer inquiries, serving as the lead contact for accounts, building rapport to resolve missing information, communicating delays, and resolving escalated issues. The position requires a two-year degree or equivalent experience and strong customer service, problem-solving, and communication skills. Familiarity with Natera's oncology tests and HIPAA/PHI privacy is essential. Natera offers competitive benefits, including comprehensive medical, dental, vision, life, and disability plans, as well as free testing for employees and their families.

Requirements

• Two year degree and/or 2-5 years of related experience, undergraduate degree preferred
• Skilled specialist, completes tasks in a resourceful and efficient manner
• Advanced professional growth education
• 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
• Excellent in deescalating customer behavior
• Excellent organizational skills and ability to balance multiple client needs and internal stakeholders
• Strong 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 GSuite applications and typing with excellence in spelling and grammar
• Ability to maintain professionalism during highly escalated situations

Responsibilities

• Respond promptly to internal and external customer inquiries
• Serve as the lead contact for accounts and Sales and document all interactions, communications, actions taken, and follow ups
• Build rapport with accounts, patients and Sales to resolve missing information in a timely manner, ensuring TAT is met
• Communicate delays and cancellations to customers and help facilitate redraw of samples as needed
• Deals directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate clearly and logically root cause of issue and resolution
• 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
• Special projects and other duties may be 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
• Bilingual is a plus

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