Customer Experience Associate (Temporary)

Natera; Deutschland; Vor Ort; EUR 32.000 - 42.000; Vollzeit

Zusammenfassung

Natera is seeking a customer service specialist in Germany to support test processing via phone and digital channels, gathering health and billing information, and coordinating test status with internal teams. You will handle entitlements, scheduling, and case documentation while upholding HIPAA privacy standards.

Ideal candidates have 2+ years in customer service, multilingual abilities, and familiarity with Salesforce or other CRMs.

Qualifikationen

• High School diploma or equivalent required; two- or four-year undergraduate degree or certification preferred.
• At least 2 years of prior customer service experience.
• Multilingual skills are a strong plus.
• Experience with Salesforce CRM, LIMS, Twilio, or other virtual communication platforms is preferred.

Aufgaben

• Partner with internal and external customers via phone and digital channels to secure missing information required for processing submitted test samples
• Gather necessary patient contact, health, physician, clinic, billing, and medical insurance information
• Communicate test status, resend test results, and schedule requests for mobile phlebotomy
• Triage customer technical issues and clinical inquiries to Genetic Counseling staff
• Own account requests for the Sales team, driving fast and accurate account setups, kit and supply orders, medical order processing, and order tracking
• Resolve customer inquiries and escalations regarding missing or delayed test samples and result reports
• Perform customer verifications and obtain all relevant information to evaluate and handle complaints
• Escalate unresolvable issues clearly and maintain momentum in the resolution process
• Manage customer accounts by documenting all interactions, communications, actions taken, and follow-ups
• Maintain working knowledge of all Natera genetic tests, required samples, turnaround times, required patient health information, request forms, and waivers
• Partner with new employees to provide training and onboarding support
• Maintain compliance with HIPAA policies and Natera procedures regarding patient privacy and Protected Health Information (PHI)
• Complete and maintain all current Natera training requirements
• Step in to create clarity and maintain momentum when processes or expectations are undefined

Kenntnisse

Customer service

Multilingual

Communication

Ausbildung

High School diploma or equivalent

Undergraduate degree or certification preferred

Tools

Salesforce CRM

LIMS

Twilio

Jobbeschreibung

• Partner with internal and external customers via phone and digital channels to secure missing information required for processing submitted test samples
• Gather necessary patient contact, health, physician, clinic, billing, and medical insurance information
• Communicate test status, resend test results, and schedule requests for mobile phlebotomy
• Triage customer technical issues and clinical inquiries to Genetic Counseling staff
• Own account requests for the Sales team, driving fast and accurate account setups, kit and supply orders, medical order processing, and order tracking
• Resolve customer inquiries and escalations regarding missing or delayed test samples and result reports
• Perform customer verifications and obtain all relevant information to evaluate and handle complaints
• Escalate unresolvable issues clearly and maintain momentum in the resolution process
• Manage customer accounts by documenting all interactions, communications, actions taken, and follow-ups
• Maintain working knowledge of all Natera genetic tests, required samples, turnaround times, required patient health information, request forms, and waivers
• Partner with new employees to provide training and onboarding support
• Maintain compliance with HIPAA policies and Natera procedures regarding patient privacy and Protected Health Information (PHI)
• Complete and maintain all current Natera training requirements
• Step in to create clarity and maintain momentum when processes or expectations are undefined

Requirements

• High School degree or equivalent required; Two- or Four-year undergraduate degree or certification preferred
• At least 2 years of prior customer service experience
• Multi-lingual skills are a strong plus
• Experience with Salesforce CRM, LIMS, Twilio, or other virtual communication platforms is preferred