Full-Time
Customer Experience Associate
Posted on 5/8/2023
Global leader in personalized genetic testing
Junior
Remote
- High School degree or equivalent required
- Two- or four-year undergraduate degree preferred
- At least 2 years prior customer service experience
- Multi-lingual skills are a strong plus
- Knowledge of customer service principles and practices
- Ability to analyze, escalate, or resolve customer questions within established protocols
- Must be adaptable. Show perseverance 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
- Experience with Desk.com, LIMS, efax, secure email, and Great Plains OM
- Data gathering, sorting, maintenance, and analysis
- 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
- Supports Sales team processing the following account requests
- Account Set Up forms
- Placing kit orders
- Processing orders for pre-filled requisitions
- Tracking International orders
- Respond promptly to internal and external customer inquiries and complaints regarding missing and delayed test samples and results reports
- 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
- Set appointments for genetic counseling and mobile phlebotomy
- Assists with mentoring and training new employees
- 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
Natera stands as a global leader in cell-free DNA testing, with a dedicated focus on oncology, women’s health, and organ health, aiming to integrate personalized genetic testing into standard healthcare practices. The company's competitive advantage lies in its proprietary cfDNA technology platform, which has been validated by over 100 peer-reviewed publications for its high accuracy, and its diverse team of experts from various fields. Natera's commitment to industry leadership is evident in its ISO 13485-certified and CAP-accredited laboratories, and its proactive stance against cyber crimes, ensuring a secure and innovative work environment.
Company Stage
IPO
Total Funding
$1.2B
Headquarters
Austin, Texas
Founded
2004
6 month growth
↑ 10%1 year growth
↑ 17%2 year growth
↑ 24%Benefits
Flexible medical plans
Investment options
Time off
Workplace perks