Regional Customer Support Specialist

Natera; Austin (TX); Remote; USD 29,000 - 32,000; Full time

Job summary

Natera's Regional Customer Support Specialist (Territory Manager) provides world-class service to medical professionals, patients, and cross-functional teams. The role focuses on smooth ordering and timely reporting of results, with independent work and strong problem-solving skills.

You will be the main contact for accounts and Sales, document interactions, resolve data gaps, and communicate delays or cancellations. This position handles PHI securely and requires HIPAA readiness.

Qualifications

• Two year degree and/or 2-5 years of related experience.
• Strong organizational and multitasking abilities.
• HIPAA/PHI privacy training completed or within 30 days of hire.
• Experience with healthcare customers and cross-functional teams is a plus.

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.
• 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.

Skills

Customer service

Account management

Problem solving

PHI privacy

Education

Two year degree or 2-5 years related experience

Undergraduate degree preferred

Tools

Salesforce Service Cloud

Laboratory information management systems

Customer portals

eFax

Secure email

Cloud-based call center

Job description

The Regional Customer Support Specialist, known internally as a Territory Manager, supports Natera’s division and provides world class service to customers consisting of medical professionals, patients and cross functional internal and external teams. This position primarily consists of working with customers and sales representatives to ensure a smooth ordering process and quick reporting of results. Requires ability to work independently, multi-task, and use critical thinking skills to resolve issues in a timely manner.

PRIMARY 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.

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

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.

Must 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.

KNOWLEDGE, SKILLS, AND ABILITIES

Excellent organizational skills and ability to balance multiple client needs and internal stakeholders.

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.

Excellence in attention to detail and critical thinking.

Adaptability to change and self-starter.

Ability to maintain professionalism during highly escalated situations

Preferred Skills and Experience

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.

Remote USA

$21 - $23 USD

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.

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 serious, 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.