Regional Customer Support Specialist - Temp-to-Hire Opportunity
for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content.
We need to parse the posting.
Position Type: Temporary-to-hire. This role begins as a temporary assignment, with the opportunity to convert to a full-time Natera employee based on performance and business need. Position Summary ... etc.
We need to include sections: About the role (maybe from Position Summary). Responsibilities (Primary Responsibilities). Qualifications (Qualifications). Knowledge, Skills, And Abilities (maybe Skills). Preferred Skills And Experience (maybe also Skills). Compensation & Total Rewards (Benefits and Pay). Also maybe OUR OPPORTUNITY (About the company) but not required heading; we could include as About the role? Actually "About the role" is for role description; we have Position Summary and maybe OUR OPPORTUNITY. Could combine.
We must not repeat job title as heading. No Job ID etc.
We must remove boilerplate: EEO, scam warnings, etc. Also remove navigation, cookie, legal, duplicated lines. Also remove application instructions (none present). Remove the scam warning paragraphs at end.
We need to preserve all substantive information.
Let's extract content:
Position Type: Temporary-to-hire. This role begins as a temporary assignment, with the opportunity to convert to a full-time Natera employee based on performance and business need.
Position Summary The Regional Customer Support Specialist, known internally as a Territory Manager, supports Natera's Oncology division and provides world-class service to medical professionals, patients, and cross-functional internal and external teams. You will work closely with customers and sales representatives to keep the ordering process smooth and results reporting fast. This role requires the ability to work independently, multi-task, and use critical thinking to resolve issues in a timely manner.
Primary Responsibilities (list):
- Respond promptly to internal and external customer inquiries.
- Serve as the lead contact for assigned accounts and Sales, documenting all interactions, actions taken, and follow-ups.
- Build rapport with accounts, patients, and Sales to resolve missing information quickly and meet turnaround time (TAT) targets.
- Communicate delays and cancellations to customers and help coordinate sample redraws as needed.
- Work directly with internal and external customers by phone and electronic channels to research and resolve escalated issues, clearly explaining the root cause and resolution.
- Maintain working knowledge of Natera's oncology tests, including sample requirements, TAT to results, required patient health information, proper completion of request forms, and required waivers.
- Take on special projects and other duties as needed to meet business needs.
- Handle PHI regularly in both paper and electronic form, using approved systems and technologies to do so.
- Stay current on all Natera training requirements.
Qualifications:
- Two-year degree and/or 2-5 years of related experience; bachelor's degree preferred.
- Proven ability to complete tasks resourcefully and efficiently.
- Commitment to continued professional growth and education.
- Completion of HIPAA/PHI privacy, policy and procedure compliance, and security training as soon as possible, and no later than 30 days from start date.
Knowledge, Skills, And Abilities:
- Strong de-escalation skills and the ability to stay professional in highly escalated situations.
- Excellent organizational skills, with the ability to balance multiple client needs and internal stakeholders.
- Strong problem analysis, problem-solving, and critical thinking skills.
- Adaptable, self-starting, and comfortable with change.
- Knowledge of customer service principles and practices.
- Experience providing both phone and written customer support.
- Knowledge of administrative procedures and protocols.
- Strong numeric, verbal, and written communication skills, with excellent spelling and grammar.
- Intermediate proficiency in G Suite applications.
- Exceptional attention to detail.
Preferred Skills And Experience:
- Experience with Salesforce Service Cloud, laboratory information management systems (LIMS), customer portals, eFax, secure email, and cloud-based call center tools.
- Data collection and maintenance experience.
- Bilingual is a plus.
Compensation & Total Rewards:
- This range reflects a good-faith estimate of the base pay we reasonably expect to offer at the time of hire. Final compensation will vary based on experience, qualifications, and skills considerations.
- This position is also eligible for additional compensation and benefits through Natera’s robust Total Rewards program, including:
- Comprehensive health benefits (medical, dental, vision)
- 401(k) with company match
- Generous paid time off and company holidays
- Additional wellness and work-life benefits
- Compensation Range $20—$23 USD
OUR OPPORTUNITY (company description):
- 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 (benefits):
- 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! For more information, visit www.natera.com.
We need to avoid duplication: The Benefits section already listed in Compensation & Total Rewards; also What We Offer repeats similar benefits. We should combine but not duplicate. We need to preserve all substantive information; we can include both but avoid repeating same sentences? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." So we must keep all info, but we can combine similar content as long as we don't lose detail. However if we combine we might lose some nuance? We could keep both sections but they'd be similar; but we can keep both as separate paragraphs under Benefits heading, as long as we don't create empty sections. It's okay to have overlapping content as long as we don't omit anything.
We must not create Pay/Schedule/Benefits sections unless posting actually states them. Pay is stated: Compensation Range $20—$23 USD. Benefits are stated. Schedule not mentioned, so we should not create Schedule section.
We must not create heading with filler like "commensurate with experience". We have actual pay range.
We need to use for section headings. Use - for any list of duties/requirements/benefits, and
for prose.
We need to decide which content goes into lists vs prose.
Section headings we will include:
- About the role (maybe combine Position Summary and OUR OPPORTUNITY? Actually About the role could be Position Summary + maybe OUR OPPORTUNITY? But OUR OPPORTUNITY is about company, not role. Could still be under About the role? Might be better to have "About the role" for Position Summary, and maybe "About Natera" not a required heading; but we only have allowed headings list. We could put company description under About the role as prose, or we could omit it? But we must preserve ALL substantive information; we cannot omit company description. So we need to include it somewhere. Since we don't have a heading for "About the company", we could include it under About the role heading as additional prose. That's acceptable.
- Responsibilities (Primary Responsibilities)
- Qualifications (Qualifications)
- Skills (Knowledge, Skills, And Abilities + Preferred Skills And Experience) maybe combine into Skills section.
- Benefits (Compensation & Total Rewards + What We Offer) maybe combine.
- Pay (Compensation Range) maybe separate heading Pay.
We must not create Schedule.
We need to ensure we don't create empty sections.
Let's draft:
About the role
Position Type: Temporary-to-hire. This role begins as a temporary assignment, with the opportunity to convert to a full-time Natera employee based on performance and business need.
The Regional Customer Support Specialist, known internally as a Territory Manager, supports Natera's Oncology division and provides world-class service to medical professionals, patients, and cross-functional internal and external teams. You will work closely with customers and sales representatives to keep the ordering process smooth and results reporting fast. This role requires the ability to work independently, multi-task, and use critical thinking to resolve issues in a timely manner.
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.
That's About the role.
Responsibilities
- Respond promptly to internal and external customer inquiries.
- Serve as the lead contact for assigned accounts and Sales, documenting all interactions, actions taken, and follow-ups.
- Build rapport with accounts, patients, and Sales to resolve missing information quickly and meet turnaround time (TAT) targets.
- Communicate delays and cancellations to customers and help coordinate sample redraws as needed.
- Work directly with internal and external customers by phone and electronic channels to research and resolve escalated issues, clearly explaining the root cause and resolution.
- Maintain working knowledge of Natera's oncology tests, including sample requirements, TAT to results, required patient health information, proper completion of request forms, and required waivers.
- Take on special projects and other duties as needed to meet business needs.
- Handle PHI regularly in both paper and electronic form, using approved systems and technologies to do so.
- Stay current on all Natera training requirements.
Qualifications
- Two-year degree and/or 2-5 years of related experience; bachelor's degree preferred.
- Proven ability to complete tasks resourcefully and efficiently.
- Commitment to continued professional growth and education.
- Completion of HIPAA/PHI privacy, policy and procedure compliance, and security training as soon as possible, and no later than 30 days from start date.
Skills
- Strong de-escalation skills and the ability to stay professional in highly escalated situations.
- Excellent organizational skills, with the ability to balance multiple client needs and internal stakeholders.
- Strong problem analysis, problem-solving, and critical thinking skills.
- Adaptable, self-starting, and comfortable with change.
- Knowledge of customer service principles and practices.
- Experience providing both phone and written customer support.
- Knowledge of administrative procedures and protocols.
- Strong numeric, verbal, and written communication skills, with excellent spelling and grammar.
- Intermediate proficiency in G Suite applications.
- Exceptional attention to detail.
- Experience with Salesforce Service Cloud, laboratory information management systems (LIMS), customer portals
- for any list of duties/requirements/benefits, and
for prose. We need to decide which content goes into lists vs prose. Section headings we will include: - About the role (maybe combine Position Summary and OUR OPPORTUNITY? Actually About the role could be Position Summary + maybe OUR OPPORTUNITY? But OUR OPPORTUNITY is about company, not role. Could still be under About the role? Might be better to have "About the role" for Position Summary, and maybe "About Natera" not a required heading; but we only have allowed headings list. We could put company description under About the role as prose, or we could omit it? But we must preserve ALL substantive information; we cannot omit company description. So we need to include it somewhere. Since we don't have a heading for "About the company", we could include it under About the role heading as additional prose. That's acceptable. - Responsibilities (Primary Responsibilities) - Qualifications (Qualifications) - Skills (Knowledge, Skills, And Abilities + Preferred Skills And Experience) maybe combine into Skills section. - Benefits (Compensation & Total Rewards + What We Offer) maybe combine. - Pay (Compensation Range) maybe separate heading Pay. We must not create Schedule. We need to ensure we don't create empty sections. Let's draft:
About the role
Position Type: Temporary-to-hire. This role begins as a temporary assignment, with the opportunity to convert to a full-time Natera employee based on performance and business need.
The Regional Customer Support Specialist, known internally as a Territory Manager, supports Natera's Oncology division and provides world-class service to medical professionals, patients, and cross-functional internal and external teams. You will work closely with customers and sales representatives to keep the ordering process smooth and results reporting fast. This role requires the ability to work independently, multi-task, and use critical thinking to resolve issues in a timely manner.
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.
That's About the role.Responsibilities
- Respond promptly to internal and external customer inquiries.
- Serve as the lead contact for assigned accounts and Sales, documenting all interactions, actions taken, and follow-ups.
- Build rapport with accounts, patients, and Sales to resolve missing information quickly and meet turnaround time (TAT) targets.
- Communicate delays and cancellations to customers and help coordinate sample redraws as needed.
- Work directly with internal and external customers by phone and electronic channels to research and resolve escalated issues, clearly explaining the root cause and resolution.
- Maintain working knowledge of Natera's oncology tests, including sample requirements, TAT to results, required patient health information, proper completion of request forms, and required waivers.
- Take on special projects and other duties as needed to meet business needs.
- Handle PHI regularly in both paper and electronic form, using approved systems and technologies to do so.
- Stay current on all Natera training requirements.
Qualifications
- Two-year degree and/or 2-5 years of related experience; bachelor's degree preferred.
- Proven ability to complete tasks resourcefully and efficiently.
- Commitment to continued professional growth and education.
- Completion of HIPAA/PHI privacy, policy and procedure compliance, and security training as soon as possible, and no later than 30 days from start date.
Skills
- Strong de-escalation skills and the ability to stay professional in highly escalated situations.
- Excellent organizational skills, with the ability to balance multiple client needs and internal stakeholders.
- Strong problem analysis, problem-solving, and critical thinking skills.
- Adaptable, self-starting, and comfortable with change.
- Knowledge of customer service principles and practices.
- Experience providing both phone and written customer support.
- Knowledge of administrative procedures and protocols.
- Strong numeric, verbal, and written communication skills, with excellent spelling and grammar.
- Intermediate proficiency in G Suite applications.
- Exceptional attention to detail.
- Experience with Salesforce Service Cloud, laboratory information management systems (LIMS), customer portals