We are a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health.
Customer Experience Associate – Temporary
Location
United States
Posted
5 days ago
Salary
$19 - $22 / hour
Seniority
Mid Level
Job Description
Customer Experience Associate – Temporary
Natera
• 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
Job Requirements
- 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
Benefits
- Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
- Free testing for Natera employees and their immediate families
- Fertility care benefits
- Pregnancy and baby bonding leave
- 401k benefits
- Commuter benefits
- Employee referral program
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