Customer Experience Assoc

Customer Experience Associate reports to Customer Experience Supervisor and will work directly with Natera’s internal and external, domestic and international customers consisting of medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales by assisting across a wide range of interactions.

• Deal directly with internal and external customers via telephone and electronic channels to obtain missing information needed for processing of submitted test samples based on assigned region. Necessary information includes:
  • Patient contact and health information
  • Physician and Clinic information
  • Billing or medical insurance information
  • Requested tests to be processed
• Communicate test status per protocol to respective customers
• Resend and/or request the resending of issued test results
• Schedule requests for mobile phlebotomy
• Support and/or triage respective customer technical issues
• Triage and/or schedule clinical inquiries to/for Genetic Counseling staff
• Support Sales team processing the following account requests:
  • Account set‑up and changes
  • Placing kit/supply orders
  • Processing orders for pre‑filled requisitions
  • Tracking orders
• Respond promptly to internal and external customer inquiries and complaints regarding missing and delayed test samples, results reports, and other relevant inquiries
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Perform customer verifications
• Direct or elevate requests and unresolvable issues as needed
• Manage customers’ accounts, document all interactions, communications, actions taken, and follow‑ups
• Be familiar with all genetic tests performed by Natera, including samples needed, TAT to results, required patient health information, and proper completion of request forms and waivers
• Assist with mentoring and training new employees
• Other duties may be assigned to meet business needs

• High School degree or equivalent required
• Two‑ or Four‑year undergraduate degree or certification preferred
• At least 2 years prior customer service experience
• Multilingual skills are a strong plus

• Knowledge of customer service principles and practices
• Ability to analyze, escalate, or resolve customer questions within established protocols
• Adaptable, show perseverance and engagement through regular change
• Experience with both phone and written customer support
• Knowledge of administrative procedures and protocols
• Proficient in numeric, verbal, and written language applications
• Intermediate proficiency with Microsoft Office and Google Suite apps
• Excellence in attention to detail and organization skills
• Ability to maintain professionalism when communicating with customers

• Experience with Salesforce CRM platform, LIMS, Twilio or other virtual telephony/communication platform
• Data gathering, sorting, maintenance, and analysis

• Base pay range: $20 - $22 USD
• Eligible for additional compensation and benefits through Natera’s robust Total Rewards program
• 401(k) with company match
• Generous paid time off and company holidays
• Additional wellness and work‑life benefits

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.

Competitive benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401(k) benefits, commuter benefits, and a generous employee referral program.

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees,…