Note: The job is a remote job and is open to candidates in USA. Natera is a global leader in cell-free DNA testing dedicated to oncology, women’s health, and organ health. The Regional Customer Support Specialist supports customers and sales representatives by managing inquiries, resolving escalated issues, facilitating ordering and reporting processes, and ensuring timely communication and results.
Responsibilities
- 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
Skills
- 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
- Problem analysis and problem solving
- Data collection and maintenance
- Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud based call center functionalities
- Bilingual is a plus
Benefits
- Comprehensive health benefits (medical, dental, vision)
- 401(k) with company match
- Generous paid time off and company holidays
- Additional wellness and work-life benefits
- Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
- Natera employees and their immediate families receive free testing
- Fertility care benefits
- Pregnancy and baby bonding leave
- 401k benefits
- Commuter benefits
- Generous employee referral program
Company Overview
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