tfMRD Coordinator

POSITION SUMMARY

The tfMRD Coordinator will oversee the day-to-day operations of the multiple primary project. This senior-level support position will consistently work on complex assignments and perform administrative duties such as coordinating care teams for patients, and acting as a liaison between Natera, patients, patient families, and healthcare professionals. The MPC will also develop and implement processes and author standard operating procedures related to the MP project.

PRIMARY RESPONSIBILITIES

• Monitors daily operations and resolves sample processing issues to ensure timely and accurate information in order to maintain SLA for results.
• Performs complex assignments related to the Multiple Primary project that require a high degree of initiative to resolve.
• Serve as the primary contact for Multiple Primary orders and document all interactions, communications, actions taken, and follow-ups. Communication to patients/clients/field teams on test requirements such as samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers.
• Deals directly with internal and external customers via telephone and electronic channels to research and resolve issues. Communicates clearly and logically a resolution to the customers question(s).
• As a highly skilled specialist, the MPC will contribute to the development and improvement of concepts, processes, and training along with providing opportunities for improving our internal (team) and external customer experiences. Will work with MP cross-functional team to deliver solutions for improved efficiency.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Familiarity with all oncology tests performed by Natera.
• Root cause analysis and problem-solving skills.
• Ability to aid in training and provide mentoring in a professional manner.
• Excellent oral and written communication skills.
• Knowledge of administrative procedures and protocols.
• Excellent organizational skills and ability to balance multiple client needs and internal stakeholders.
• Understands the importance and sensitivity of working with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) in order to perform the job ensuring PHI is never compromised.

PREFERRED SKILLS AND EXPERIENCE

• Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities.
• Data collection and maintenance.
• Medical Terminology.
• Anatomic or Molecular Pathology Experience.
• Bilingual is a plus.

QUALIFICATIONS

• Four-year degree preferred, two-year degree required.
• 3 - 5 years of related laboratory or medical facility customer experience.
• Understanding of HIPAA.
• Intermediate Microsoft Office and Google Suite skills.
• Ability to maintain professionalism during highly escalated situations.

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. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

WHAT WE OFFER

Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life, and disability plans for eligible employees.