Natera · 1 day ago
Regional Customer Support Specialist
United States
Full-time
Remote
Entry, Mid Level
$21/hr - $24/hr
2+ years expNatera is a global leader in cell-free DNA testing, dedicated to oncology, women’s health, and organ health. The Regional Customer Support Specialist supports the division by providing world-class service to customers, ensuring a smooth ordering process and timely resolution of issues.
BiotechnologyGeneticsHealth DiagnosticsMedicalWomen's
Responsibilities
Respond promptly to internal and external customer inquiries
Serve as the lead contact for accounts and Sales and document all interactions, communications, actions taken, and follow ups
Build rapport with accounts, patients and Sales to resolve missing information in a timely manner, ensuring TAT is met
Communicate delays and cancellations to customers and help facilitate redraw of samples as needed
Deals directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate clearly and logically root cause of issue and resolution
Familiarity with all oncology tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers
Special projects and other duties may be assigned to meet business needs
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
Two year degree and/or 2-5 years of related experience, undergraduate degree preferred
Skilled specialist, completes tasks in a resourceful and efficient manner
Advanced professional growth education
Must complete training relating to HIPAA/PHI privacy, general policies and procedure compliance training and security training as soon as possible but not later than the first 30 days of hire
Excellence in de-escalating customer behavior
Excellent organizational skills and ability to balance multiple client needs and internal stakeholders
Problem analysis and problem solving skills
Adaptability to change and self-starter
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 in GSuite applications and typing with excellence in spelling and grammar
Excellence in attention to detail and critical thinking
Ability to maintain professionalism during highly escalated situations
Preferred
Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud based call center functionalities
Problem analysis and problem solving
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 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
2026-01-18
2026-01-16
Company data provided by crunchbase