Mobile Phlebotomy Associate

Natera; United States; Remote; USD 29,000 - 34,000; Full time

Job summary

Natera is seeking a Mobile Phlebotomy Associate to support our mobile testing operations. You will interact with medical professionals, patients, and sales teams, coordinating the processing of samples and scheduling within a 10am-7pm CST window.

The role requires strong customer service, HIPAA compliance, and proficiency with MS Office/Google Suite, with an emphasis on accurate data handling and documentation of all interactions.

Qualifications

• High School degree or equivalent required.
• Two- or Four-year undergraduate degree or certification preferred.
• At least 2 years prior customer service experience.
• Multi-lingual skills are a strong plus.

Responsibilities

• Deals with internal and external customers via telephone and electronic channels to obtain missing information needed for processing test samples.
• Communicates test status per protocol to customers and schedules mobile phlebotomy.
• Places kit/supply orders and tracks orders.
• Responds to inquiries and resolves issues regarding appointments, delays, or missing information.

Skills

Customer service

Phone support

Data entry

HIPAA compliance

MS Office

Google Suite

Education

High School degree or equivalent

Two- or Four-year degree or certification preferred

Tools

Microsoft Office

Google Docs

Gmail

G-Sheets

Job description

Mobile Phlebotomy Associate reports to Mobile Phlebotomy Manager and will work directly with Natera’s internal and external, domestic and international customers consisting of medical professionals, patients, and sales by assisting across a wide range of interactions.

Schedule: Monday - Friday, 10am-7pm CST. The hourly rate starts at $21.50.

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:
• 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
• Schedule requests for mobile phlebotomy
• Placing kit/supply orders
• Tracking orders
• Respond promptly to internal and external customer inquiries and complaints regarding missing and delayed appointment, and other relevant inquiries
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Perform customer verifications
• Direct or elevate 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
• 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;
• Multi-lingual skills are a strong plus

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of customer service principles and practices
• Ability to analyze, elevate, 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

PHYSICAL DEMANDS & WORK ENVIRONMENT:

• This position requires the ability to use a computer keyboard, communicate over the telephone and read printed material.
• Duties may require working outside normal working hours (evenings and weekends) at times.

OUR OPPORTUNITY

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.

WHAT WE OFFER

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!

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. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.

If you are based in California, we encourage you to read this important information for California residents.

Please be advised that Natera will reach out to candidates with a @ natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Natera’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.