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Regional Customer Support Specialist
Posted on 11/18/2022
Experience Level
Desired Skills
Customer Service
  • Two year degree and/or 2-5 years of related experience, undergraduate degree preferred
  • Skilled specialist, completes tasks in a resourceful and efficient manner
  • Advanced professional growth education
  • Must complete training relating to HIPAA/PHI privacy, general policies and procedure compliance training and security training as soon as possible but not later than the first 30 days of hire
  • Excellence in de-escalating customer behavior
  • Excellent organizational skills and ability to balance multiple client needs and internal stakeholders
  • Problem analysis and problem solving skills
  • Adaptability to change and self-starter
  • Knowledge of customer service principles and practices
  • Experience in both phone and written customer support
  • Knowledge of administrative procedures and protocols
  • Knowledge of numeric, oral, and written language applications
  • Intermediate knowledge in GSuite applications and typing with excellence in spelling and grammar
  • Excellence in attention to detail and critical thinking
  • Adaptability to change and self-starter
  • Ability to maintain professionalism during highly escalated situations
  • Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud based call center functionalities
  • Problem analysis and problem solving
  • Data collection and maintenance
  • 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
Desired Qualifications
  • Bilingual is a plus

1,001-5,000 employees

Clinical genetic testing
Company Overview
Natera's mission is to change the management of disease worldwide with a focus on reproductive health, oncology, and organ transplantation.
  • Flexible medical plans
  • Investment options
  • Time off
  • Workplace perks
Company Core Values
  • A person behind every sample
  • Embrace diversity
  • Be accountable
  • Think team
  • Learn and nimble
  • Show me the data
  • Be ready to change the world
  • Integrity is in our DNA