[Remote] Regional Customer Support Specialist

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 will provide world-class service to customers, ensuring a smooth ordering process and prompt resolution of inquiries while working closely with medical professionals and internal teams.

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
• Ability to maintain professionalism during highly escalated situations
• Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud based call center functionalities
• Problem analysis and problem solving
• Data collection and maintenance
• Bilingual is a plus

Benefits

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• Natera employees and their immediate families receive free testing in addition to fertility care benefits
• Pregnancy and baby bonding leave
• 401k benefits
• Commuter benefits
• Generous employee referral program

Company Overview

Company H1B Sponsorship