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Customer Experience Associate – Temporary
NateraCustomer Experience Associate enhancing customer interactions and processing test information for Natera. Collaborating with internal teams and resolving inquiries within a fast-paced environment.
About the role
Key responsibilities & impact- Partner with internal and external customers via phone and digital channels to secure missing information required for processing submitted test samples
- Gather necessary patient contact, health, physician, clinic, billing, and medical insurance information
- Communicate test status, resend test results, and schedule requests for mobile phlebotomy
- Triage customer technical issues and clinical inquiries to Genetic Counseling staff
- Own account requests for the Sales team, driving fast and accurate account setups, kit and supply orders, medical order processing, and order tracking
- Resolve customer inquiries and escalations regarding missing or delayed test samples and result reports
- Perform customer verifications and obtain all relevant information to evaluate and handle complaints
- Escalate unresolvable issues clearly and maintain momentum in the resolution process
- Manage customer accounts by documenting all interactions, communications, actions taken, and follow-ups
- Maintain working knowledge of all Natera genetic tests, required samples, turnaround times, required patient health information, request forms, and waivers
- Partner with new employees to provide training and onboarding support
- Maintain compliance with HIPAA policies and Natera procedures regarding patient privacy and Protected Health Information (PHI)
- Complete and maintain all current Natera training requirements
- Step in to create clarity and maintain momentum when processes or expectations are undefined
Requirements
What you’ll need- High School degree or equivalent required; Two- or Four-year undergraduate degree or certification preferred
- At least 2 years of prior customer service experience
- Multi-lingual skills are a strong plus
- Experience with Salesforce CRM, LIMS, Twilio, or other virtual communication platforms is preferred
Benefits
Comp & perks- Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
- Free testing for Natera employees and their immediate families
- Fertility care benefits
- Pregnancy and baby bonding leave
- 401k benefits
- Commuter benefits
- Employee referral program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer VerificationAccount ManagementMedical Insurance Information GatheringTest Sample ProcessingComplaint Handling
Soft Skills
CommunicationProblem-SolvingTraining and OnboardingEscalation Management
Certifications
High School Degree or Equivalent