Regional Customer Support Specialist

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, BiotechnologyIndustries

Requirements

Candidates should possess a two-year degree or undergraduate degree preferred, along with 2-5 years of related experience, and demonstrate skilled specialist abilities to complete tasks efficiently. Completion of training relating to HIPAA/PHI privacy, general policies and procedure compliance training, and security training within the first 30 days of hire is required, alongside familiarity with all oncology tests performed by Natera and the ability to maintain a current status on Natera training requirements.

Responsibilities

The Regional Customer Support Specialist will promptly respond to internal and external customer inquiries, serve as the lead contact for accounts and Sales, document all interactions and follow-ups, build rapport with customers and Sales to resolve missing information and ensure timely TAT, communicate delays and cancellations to customers and facilitate sample redraws as needed, and directly handle escalated issues via telephone and electronic channels, researching and resolving problems while clearly communicating root causes and resolutions. They will also deal with internal and external customers, maintain a current status on Natera training requirements, and participate in special projects and other duties to meet business needs, while maintaining attention to detail and critical thinking skills.

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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