Remote 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

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.