Regional Customer Support Specialist — Remote US

Natera, Inc.; Northern (KY); Hybrid; USD 29,000 - 32,000; Full time

Job summary

Natera, Inc. seeks a Regional Customer Support Specialist (Territory Manager) to provide world-class service to medical professionals, patients, and cross-functional teams.

You will lead account interactions, document communications, and resolve issues promptly while adhering to HIPAA/PHI privacy requirements. The role emphasizes independence, multitasking, and critical thinking to ensure timely reporting of results and smooth ordering processes across the sales continuum.

Qualifications

• Two year degree and/or 2-5 years of related experience; undergraduate degree preferred.
• 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.

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.
• Deal directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate root cause and resolution.
• Familiarity with oncology tests performed by Natera, including samples needed, TAT to results, patient health information, and waivers.
• Special projects and other duties may be assigned to meet business needs.
• Must maintain a current status on Natera training requirements.

Skills

Customer service

Phone support

Written support

Organization

Problem solving

Self-starter

Education

Associate degree

Bachelor's degree preferred

Tools

Salesforce ServiceCloud

Laboratory information management systems

Customer portals

eFax

Secure email

Cloud-based call center

Job description

Natera, Inc. seeks a Regional Customer Support Specialist (Territory Manager) to provide world-class service to medical professionals, patients, and cross-functional teams.

You will lead account interactions, document communications, and resolve issues promptly while adhering to HIPAA/PHI privacy requirements. The role emphasizes independence, multitasking, and critical thinking to ensure timely reporting of results and smooth ordering processes across the sales continuum.