Natera

Regional Customer Support Specialist

US Remote

Sponsorship not specified$20k-$23kDetected 6 days ago

ComplianceSalesforceCustomer SupportHIPAAResearchCommunicationCollaborationProblem SolvingCritical ThinkingAdaptabilityOrganizational Skills

About the role

This position primarily consists of working with customers and sales representatives to ensure a smooth ordering process and quick reporting of results.
Requires ability to work independently, multi-task, and use critical thinking skills to resolve issues in a timely manner.
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.
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 takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.

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.

Two year degree and/or 2-5 years of related experience, undergraduate degree preferred.

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.
Ability to maintain professionalism during highly escalated situations
Preferred Skills and Experience

The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location.

Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits.
Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more.
Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.
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.

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.
We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives.

This listing is sourced directly from Natera's careers page and normalized into a canonical job model.