Natera

Regional Customer Support Specialist

United States

Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Healthcare, BiotechnologyIndustries

POSITION SUMMARY

The Regional Customer Support Specialist (also known internally as the Territory Manager I) supports Natera’s Oncology division and provides world-class service to customers consisting of medical professionals, patients and cross-functional internal and external teams. 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.

PRIMARY 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.

QUALIFICATIONS

  • 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.

KNOWLEDGE, SKILLS, AND ABILITIES

  • 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.

Preferred Skills and Experience

  • 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.

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly.

Skills

Customer Support
Communication
Problem-Solving
Critical Thinking
Time Management
Oncology
Medical Terminology
PHI Handling

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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