[Remote] Customer Experience Assoc at Natera

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

High School degree or equivalent required
Two- or Four-year undergraduate degree or certification preferred
At least 2 years prior customer service experience
Multi-lingual skills are a strong plus
Knowledge of customer service principles and practices
Experience with both phone and written customer support
Knowledge of administrative procedures and protocols
Intermediate proficiency with Microsoft Office and Google Suite apps
Excellence in attention to detail and organization skills
Ability to maintain professionalism when communicating with customers
Working knowledge of HIPAA policy and procedures
Ability to handle and protect patient privacy
Familiarity with all genetic tests performed by Natera

Responsibilities

Deals directly with internal and external customers via telephone and electronic channels to obtain missing information for test sample processing
Communicate test status per protocol to respective customers
Resend and/or request the resending of issued test results
Schedule requests for mobile phlebotomy
Support and/or triage respective customer technical issues
Triage and/or schedule clinical inquiries to/for Genetic Counseling staff
Supports Sales team processing account requests (Account Set Up, changes, kit/supply orders, pre-filled requisitions, tracking orders)
Respond promptly to internal and external customer inquiries and complaints
Obtain and evaluate all relevant information to handle inquiries and complaints
Perform customer verifications
Direct or escalate requests and unresolvable issues as needed
Manage customers' accounts, document all customer interactions, communications, actions taken, and follow ups
Assists with mentoring and training new employees
Perform data gathering, sorting, maintenance, and analysis
Maintain a current status on Natera training requirements

Skills

Natera

Genetic testing and diagnostics solutions provider

About Natera

Natera focuses on genetic testing and diagnostics, providing advanced solutions for cancer patients, transplant patients, and individuals assessing hereditary health risks. Their main technology is cell-free DNA (cfDNA) testing, which analyzes DNA fragments in the blood to detect minimal traces of cancer and assess organ health. Natera stands out by offering specialized tests like the Signatera ctDNA test and Panorama NIPT, along with genetic counseling services. The company's goal is to improve patient care and health outcomes through accurate genetic testing.

Austin, TexasHeadquarters

2004Year Founded

$149.9MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

1,001-5,000Employees

Benefits

Flexible medical plans

Investment options

Time off

Workplace perks

Risks

Hindenburg report accuses Natera of deceptive sales practices, risking legal challenges.

New Prospera Heart features may face slow adoption by healthcare providers.

Fetal RhD NIPT demand may drop post-RhIg shortage, affecting future sales.

Differentiation

Natera's Signatera test offers personalized ctDNA analysis for cancer patients.

Prospera Heart test uses unique Donor Quantity Score for transplant rejection detection.

Panorama NIPT test is a leader in non-invasive prenatal testing with 2 million tests.

Upsides

Increased adoption of liquid biopsy techniques boosts demand for Natera's cfDNA tests.

AI integration enhances accuracy and speed of Natera's cfDNA analysis.

Growing personalized medicine trend aligns with Natera's customized genetic tests.

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