Customer Experience Associate

Job Description:

• Report to the Customer Experience Supervisor and assist internal and external domestic and international customers
• Obtain missing patient, physician, clinic, billing, insurance, and test information for submitted samples
• Communicate test status and resend or request resending of issued test results
• Schedule mobile phlebotomy requests
• Support and triage customer technical issues
• Triage or schedule clinical inquiries for Genetic Counseling staff
• Support Sales team account setup, account changes, kit and supply orders, pre-filled requisition orders, and order tracking
• Respond to customer inquiries and complaints regarding missing or delayed samples, results reports, and other matters
• Evaluate information, perform customer verifications, and direct or escalate unresolved issues
• Manage customer accounts and document interactions, actions, and follow-ups
• Maintain familiarity with Natera genetic tests, sample requirements, turnaround times, patient health information, forms, and waivers
• Assist with mentoring and training new employees
• Handle and protect PHI in paper and electronic forms under HIPAA policies
• Maintain current Natera training requirements

Requirements:

• High School degree or equivalent required
• At least 2 years prior customer service experience
• Knowledge of customer service principles and practices
• Ability to analyze, escalate, or resolve customer questions within established protocols
• Experience with both phone and written customer support
• Knowledge of administrative procedures and protocols
• Knowledge of numeric, verbal, and written language applications
• Intermediate proficiency with Microsoft Office and Google Suite apps (Drive, Gmail, Google Docs, Google Sheets)
• Attention to detail and organization skills
• Ability to maintain professionalism when communicating with customers
• Multi-lingual skills are a strong plus
• Experience with Salesforce CRM platform, LIMS, Twilio or other virtual telephony/communication platform preferred
• Data gathering, sorting, maintenance, and analysis preferred
• Must maintain a current status on Natera training requirements
• Must comply with Natera policies in handling and protecting patient privacy

Benefits:

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• Free testing for employees and their immediate families
• Fertility care benefits
• Pregnancy and baby bonding leave
• 401k benefits
• Commuter benefits
• Employee referral program