Natera · 4 days ago
Customer Experience Assoc
United States
Full-time
Remote
Entry Level
$18.74/hr - $23.43/hr
2+ years expNatera is a global leader in cell-free DNA testing, dedicated to oncology, women’s health, and organ health. They are seeking a Customer Experience Associate to assist with a wide range of interactions with both internal and external customers, including medical professionals and patients, ensuring effective communication and support throughout the testing process.
BiotechnologyGeneticsHealth DiagnosticsMedicalWomen's
Responsibilities
Deals 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 information or medical insurance information
Requested tests to be processed
Deals directly with internal and external customers via telephone and electronic channels to:
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
Supports 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 escalate requests and unresolvable issues as needed
Manage customers' accounts, document all customer interactions, communications, actions taken, and follow ups
Familiarity with all genetic tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers
Assists with mentoring and training new employees
Other duties may be assigned to meet business needs
Employee will have working knowledge of HIPAA policy and procedures and must comply with Natera policies in handling and protecting patient privacy
This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job
Must maintain a current status on Natera training requirements
Qualification
Required
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
Must be adaptable. Show perseverance and engagement through regular change
Experienced 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, g-docs, g-sheets)
Excellence in attention to detail and organization skills
Ability to maintain professionalism when communicating with customers
Employee will have working knowledge of HIPAA policy and procedures and must comply with Natera policies in handling and protecting patient privacy
This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job
Must maintain a current status on Natera training requirements
Preferred
Two- or Four-year undergraduate degree or certification preferred
Multi-lingual skills are a strong plus
Experience with Salesforce CRM platform, LIMS, Twilio or other virtual telephony/communication platform
Data gathering, sorting, maintenance, and analysis
Benefits
Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
Free testing in addition to fertility care benefits
Pregnancy and baby bonding leave
401k benefits
Commuter benefits
Generous employee referral program
Company
Natera
Natera specializes in cell-free DNA testing to provide a more targeted interventions to oncology, women's health, and organ health.
5001-10000 employees
H1B Sponsorship
Natera has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (90)
2024 (72)
2023 (37)
2022 (71)
2021 (64)
2020 (40)
Funding
Current Stage
Public CompanyTotal Funding
$1.16BKey Investors
Sofinnova InvestmentsLightspeed Venture PartnersSequoia Capital
2023-09-07Post Ipo Equity· $250M
2022-11-15Post Ipo Equity· $400.05M
2022-03-16Post Ipo Equity· $5M
Leadership Team
Steve Chapman
CEO
Jonathan Sheena
Co-Founder, Board Member
Recent News
2026-01-06
Company data provided by crunchbase