• Manage daily contact center operations across the Customer Experience group, making real-time adjustments to hit SLAs. • Track, monitor, and report on Key Performance Indicators (KPIs) and operational metrics. • Direct and develop Customer Experience Supervisors to hit operational targets and support business objectives. • Partner with department heads across patient and provider touchpoints to improve experience and eliminate process gaps. • Drive cross-functional initiatives from scoping through execution, optimizing team workflows. • Own complex escalations, delivering fast resolutions and implementing structural fixes to prevent recurrence. • Maintain high customer satisfaction and Net Promoter Score (NPS). • Build and maintain a high-performing, accountable environment for the Customer Experience team. • Comply with HIPAA policies and Natera procedures regarding PHI access and protection. • Maintain current status on all Natera training requirements.

• Assist all Universal Audio customers and incoming inquiries as required • Provide UA product installation support and troubleshooting for Windows and MAC based computers • Provide configuration and troubleshooting of Windows and MAC based computer systems and DAWs to customers • Generate knowledge base entries, both written and in video tutorial formats • Communicate directly with customers either by telephone, chat, online requests, or service requests • Respond to customer inquiries, complaints, and service requests within specified department metrics • Handle and resolve or appropriately escalate customer complaints to achieve high customer satisfaction interaction scores • Obtain and evaluate all relevant information to handle inquiries and complaints • Process replacement parts orders • Provide customers with presales product and service information • Provide support to customers to help resolve potential account issues, including research of online purchases • Communicate and coordinate with internal departments as required • Provide Return Material Authorizations (RMA) in accordance with warranty standards, internal policies or for approved sales returns • Coordinate the handling of RMA, and service requirements through the distribution channel

• Provide timely, friendly, and professional support to customers via phone and email • Actively listen, ask thoughtful questions, troubleshoot issues, determine root causes • Serve as the voice of the customer by identifying trends, recurring issues • Escalate technical issues, outages, and other concerns that may affect the viewer or user experience • Maintain and update customer accounts according to department policies

Role Description Please note: This is a 12-week temporary role. The Family Support Coordinator provides proactive outreach, assessment, education, and care coordination support to families of children in the Autism Resource Program by connecting them to appropriate services, navigating benefits, and ensuring timely access to care and resources. - Family Engagement & Needs Assessment: - Conduct outreach and screening calls to assess family needs, identify barriers, and evaluate gaps in care. - Build relationships with families through education, support, and ongoing engagement to ensure effective program participation. - Care Coordination & Resource Navigation: - Facilitate referrals to clinical, community, and government resources and coordinate with care managers, providers, and internal teams. - Act as a central point of contact to triage cases, ensure documentation is complete, and support timely access to services. - Program Education & Administrative Support: - Educate families on benefits, coverage, behavioral health services, and program requirements. - Provide administrative and operational support including documentation, communication, and compliance with organizational and regulatory standards. Qualifications - Bachelor’s degree in Social Work, Psychology or related healthcare field and three (3) or more years of experience in a health care, managed care and/or customer service setting. - OR Associates degree and 4+ years of experience. - OR high school diploma and 5+ years of experience in a health care, managed care or customer service setting. - Strong computer and keyboarding skills (MS Outlook, MS Word, MS Excel, Adobe Acrobat, and data processing). - Excellent written and verbal communication, interpersonal, and organizational skills. - Ability to pass background check upon hire and throughout employment. Requirements - Self-motivated and the ability to assume a collaborative role in ensuring that all objectives are met. - Ability to work independently to meet team objectives/goals. - Professional demeanor in response to all situations regardless of the nature or circumstances of the situation. - Able to manage multiple tasks in a fast-paced, changing environment. - Ability to work within a collaborative, team-oriented environment. Benefits - Hourly compensation between $21.80 - $24.20, PLUS an annual performance-based, discretionary incentive. - Comprehensive health benefit options: Medical, dental, and vision coverage. - 401(k) with competitive employer match. - Company-paid life and disability insurance. - Paid parental leave and wellbeing incentives. - Generous paid time off, including volunteer time. - Flexible spending accounts for healthcare and dependent care. - Professional development opportunities and tuition reimbursement. - Remote work flexibility (role-dependent). - Opportunity for meaningful growth, both personally and professionally.