Customer Experience Associate (Temporary)

Customer Experience Associate (Temporary)

POSITION SUMMARY: The Customer Experience Associate (Temporary) reports to the Customer Experience Supervisor. This role works directly with Natera’s internal teams and external domestic and international customers, including medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales. This is a fast-paced, high-volume environment where speed, execution, and ownership are critical. Note: This is a temporary position.

PRIMARY RESPONSIBILITIES:

• Partner with internal and external customers via phone and digital channels to secure missing information required for processing submitted test samples.

• Gather necessary patient contact, health, physician, clinic, billing, and medical insurance information.

• Communicate test status, resend test results, and schedule requests for mobile phlebotomy.

• Triage customer technical issues and clinical inquiries to Genetic Counseling staff.

• Own account requests for the Sales team, driving fast and accurate account setups, kit and supply orders, medical order processing, and order tracking.

• Resolve customer inquiries and escalations regarding missing or delayed test samples and result reports.

• Perform customer verifications and obtain all relevant information to evaluate and handle complaints.

• Escalate unresolvable issues clearly and maintain momentum in the resolution process.

• Manage customer accounts by documenting all interactions, communications, actions taken, and follow-ups.

• Maintain working knowledge of all Natera genetic tests, required samples, turnaround times, required patient health information, request forms, and waivers.

• Partner with new employees to provide training and onboarding support.

• Maintain compliance with HIPAA policies and Natera procedures regarding patient privacy and Protected Health Information (PHI).

• Complete and maintain all current Natera training requirements.

• Step in to create clarity and maintain momentum when processes or expectations are undefined.

QUALIFICATIONS:

• 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.

• Experience with Salesforce CRM, LIMS, Twilio, or other virtual communication platforms is preferred.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of customer service principles, practices, administrative procedures, and protocols.

• Ability to analyze, resolve, or escalate customer questions quickly and accurately within established protocols.

• Operate with speed and adaptability in a fast-paced environment that requires perseverance through change.

• Experience providing both phone and written customer support.

• Intermediate proficiency with Microsoft Office and Google Suite applications.

• High attention to detail, strong organizational skills, and professional communication standards.

The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.Remote USA$19—$22 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.

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

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.

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.

Link: https://www.natera.com/notice-of-data-collection-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 seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.

For more information:
- BBB announcement on job scams
- FBI Cyber Crime resource page