POSITION SUMMARY:

The Customer Experience Associate will support Natera’s Oncology division and will work directly with Natera’s internal, external, domestic and international customers consisting of medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales. The Customer Experience Associate will assist across a wide range of functions, including case investigation, providing customer support by phone and email, and resolving any delays in the turnaround time for test results. 

PRIMARY RESPONSIBILITIES:

• Deals directly with internal and external customers via telephone and electronic channels to obtain missing information needed for processing of submitted test samples based on assigned region. Necessary information includes:

  • Patient contact and health information

  • Physician and Clinic information

  • Billing information or medical insurance information

  • Requested tests to be processed

• Deals directly with internal and external customers via telephone and electronic channels to:

  • 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 respective customer technical issues

  • Triage and/or schedule clinical inquiries to/for Genetic Counseling staff 

• Supports Sales team processing the following account requests

  • Account Set Up and changes

  • Placing kit/supply orders

  • Processing orders for pre-filled requisitions

  • Tracking orders

• Respond promptly to internal and external customer inquiries and complaints regarding missing and delayed test samples, results reports, and other relevant inquiries

• Obtain and evaluate all relevant information to handle inquiries and complaints

• Perform customer verifications

• Direct or escalate requests and unresolvable issues as needed

• Manage customers’ accounts, document all customer interactions, communications, actions taken, and follow ups

• Familiarity with all genetic tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers.

• Assists with mentoring and training new employees

• Other duties may be assigned to meet business needs

• Employee will have working knowledge of HIPAA policy and procedures and must comply with Natera policies in handling and protecting patient privacy.

• 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.

QUALIFICATIONS:

• High School degree or equivalent required; 

• Two- or Four-year undergraduate degree or certification preferred;

• At least 2 years prior customer service experience;

• Multi-lingual skills are a strong plus

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of customer service principles and practices

• Ability to analyze, escalate, or resolve customer questions within established protocols

• Must be adaptable. Show perseverance and engagement through regular change.

• Experienced with both phone and written customer support

• Knowledge of administrative procedures and protocols

• Knowledge of numeric, verbal, and written language applications

• Intermediate proficiency with Microsoft Office and Google Suite apps (drive, Gmail, g-docs, g-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 platform

• Data gathering, sorting, maintenance, and analysis

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