Customer Experience Associate - Temporary

Customer Experience Associate reporting to the Customer Experience Supervisor, working directly with Natera’s internal and external customers—including medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales teams—across a wide range of interactions.

Responsibilities

• Engage directly with internal and external customers via telephone and electronic channels to obtain missing information needed for processing submitted test samples based on assigned region, including:
  • Patient contact and health information
  • Physician and clinic information
  • Billing or medical insurance information
  • Requested tests to be processed
• 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 customer technical issues.
• Triage and/or schedule clinical inquiries to/for Genetic Counseling staff.
• Support the Sales team by processing:
  • Account set-up and changes
  • Kit/supply orders
  • Pre-filled requisition orders
  • Order tracking
• Respond promptly to internal and external customer inquiries and complaints regarding missing and delayed test samples, results reports, and other relevant issues.
• Obtain and evaluate all relevant information to handle inquiries and complaints.
• Perform customer verifications.
• Direct or escalate requests and unresolvable issues as needed.
• Manage customer accounts, document all interactions, communications, actions taken, and follow-ups.
• Maintain familiarity with all genetic tests performed by Natera, including:
  • Samples needed
  • Turnaround time (TAT) to results
  • Required patient health information
  • Proper completion of request forms and required waivers
• Assist with mentoring and training new employees.
• Perform other duties as assigned to meet business needs.
• Maintain working knowledge of HIPAA policy and procedures, complying with Natera policies in handling and protecting patient privacy.
• Work with Protected Health Information (PHI) regularly in both paper and electronic forms, utilizing various technologies to access PHI as required for the role.
• Maintain current status on all Natera training requirements.

Requirements

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

Skills

• Knowledge of customer service principles and practices.
• Ability to analyze, escalate, or resolve customer questions within established protocols.
• Adaptability, perseverance, and engagement through regular change.
• Experience with both phone and written customer support.
• Knowledge of administrative procedures and protocols.
• Proficiency in numeric, verbal, and written language applications.
• Intermediate proficiency with Microsoft Office and Google Suite apps (Drive, Gmail, Google Docs, Google 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 platforms.
• Skills in data gathering, sorting, maintenance, and analysis.

Pay

Remote USA: $19—$22 USD per hour. Actual compensation is based on factors unique to each candidate, including skill set, experience, certifications, and location.

About Natera

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

The Natera team consists of highly dedicated professionals—including statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers, and others from world-class institutions—who care deeply about their work and each other. When you join Natera, you’ll work hard, grow quickly, and collaborate with industry leaders while contributing to meaningful advancements in genetic disease management.

Benefits

• Comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents.
• Free genetic testing for employees and their immediate families, including fertility care benefits.
• Pregnancy and baby bonding leave.
• 401k benefits.
• Commuter benefits.
• Generous employee referral program.