Customer Experience Assoc

Natera, Inc.; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

A leading genetic testing company seeks a Customer Experience Associate to assist internal and external customers by managing queries, handling test status communications, and supporting sales functions. Candidates should have a high school degree and at least 2 years of customer service experience. Previous knowledge of HIPAA is necessary. This role includes mentorship opportunities and requires strong communication and organization skills.

Qualifications

• At least 2 years prior customer service experience.
• Ability to analyze, escalate, or resolve customer questions.
• Familiarity with HIPAA policies.

Responsibilities

• Communicate test status per protocol to customers.
• Manage customer accounts and document interactions.
• Assist with mentoring and training new employees.

Skills

Customer service principles

Multilingual skills

Microsoft Office proficiency

Google Suite proficiency

Attention to detail

Organization skills

Education

High School degree or equivalent

Two- or Four-year undergraduate degree or certification

Tools

Salesforce CRM

LIMS

Twilio

Job description

Customer Experience Associate reports to Customer Experience Supervisor and will work directly with Natera’s internal and external, domestic and international customers consisting of medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales by assisting across a wide range of interactions.

PRIMARY RESPONSIBILITIES:

Deals directly with internal and external customers via telephone and electronic channels to obtain missing information needed for processing of submitted test samples based on assigned region. Necessary information includes:

• Patient contact and health information
• Physician and Clinic information
• Billing information or medical insurance information
• Requested tests to be processed

Deals directly with internal and external customers via telephone and electronic channels to:

• 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 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 customers' accounts, document all customer interactions, communications, actions taken, and follow ups

Familiarity with all genetic tests 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

Employee 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 have an access to various technologies to access PHI (paper and electronic) in order to perform the job

Must maintain a current status on Natera training requirements.

QUALIFICATIONS:

High School degree or equivalent required;

Two- or Four-year undergraduate degree or certification preferred;

At least 2 years prior customer service experience;

Multilingual skills are a strong plus

KNOWLEDGE, SKILLS, AND ABILITIES:

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

Preferred Skills and Experience

Experience with Salesforce CRM platform, LIMS, Twilio or other virtual telephony/communication platform

Data gathering, sorting, maintenance, and analysis

Natera is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.

All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status.