Regional Customer Support Specialist

Job Description:

• Support Natera’s division and provide service to medical professionals, patients, and cross-functional internal and external teams
• Work with customers and sales representatives to ensure a smooth ordering process and quick reporting of results
• Respond promptly to internal and external customer inquiries
• Serve as the lead contact for accounts and Sales
• Document interactions, communications, actions taken, and follow-ups
• Build rapport with accounts, patients, and Sales to resolve missing information and meet turnaround time
• Communicate delays and cancellations and help facilitate sample redraws
• Research and resolve escalated issues via telephone and electronic channels
• Communicate root causes and resolutions clearly and logically
• Maintain familiarity with Natera oncology tests, sample requirements, turnaround times, patient health information, request forms, and waivers
• Complete special projects and other duties as assigned
• Handle protected health information in paper and electronic form
• Maintain current Natera training requirements

Requirements:

• Two year degree and/or 2-5 years of related experience
• Undergraduate degree preferred
• Advanced professional growth education
• Complete HIPAA/PHI privacy, general policies and procedures compliance, and security training within the first 30 days of hire
• Skilled specialist able to complete tasks resourcefully and efficiently
• Excellence in de-escalating customer behavior
• Organizational skills and ability to balance multiple client needs and internal stakeholders
• Problem analysis and problem solving skills
• 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 of GSuite applications, typing, spelling, and grammar
• Attention to detail and critical thinking
• Ability to maintain professionalism during highly escalated situations
• Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities preferred
• Data collection and maintenance
• Bilingual is a plus

Benefits:

• 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
• 401(k) benefits
• Commuter benefits
• Employee referral program