Customer Experience Associate – Temporary

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $19 - $22 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Natera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2004

🧬 Biotechnology

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Biotechnology • Healthcare Insurance • Pharmaceuticals

Natera is a global leader in cell-free DNA testing technology, specializing in non-invasive genetic testing and diagnostics. The company's innovative solutions focus on areas such as prenatal screening, cancer detection, and organ transplant monitoring. By using advanced bioinformatics and DNA analysis, Natera provides healthcare professionals and patients with critical information to make more informed medical decisions.

📋 Description

• Partner with internal and external customers via phone and digital channels to secure missing information required for processing submitted test samples • Gather necessary patient contact, health, physician, clinic, billing, and medical insurance information • Communicate test status, resend test results, and schedule requests for mobile phlebotomy • Triage customer technical issues and clinical inquiries to Genetic Counseling staff • Own account requests for the Sales team, driving fast and accurate account setups, kit and supply orders, medical order processing, and order tracking • Resolve customer inquiries and escalations regarding missing or delayed test samples and result reports • Perform customer verifications and obtain all relevant information to evaluate and handle complaints • Escalate unresolvable issues clearly and maintain momentum in the resolution process • Manage customer accounts by documenting all interactions, communications, actions taken, and follow-ups • Maintain working knowledge of all Natera genetic tests, required samples, turnaround times, required patient health information, request forms, and waivers • Partner with new employees to provide training and onboarding support • Maintain compliance with HIPAA policies and Natera procedures regarding patient privacy and Protected Health Information (PHI) • Complete and maintain all current Natera training requirements • Step in to create clarity and maintain momentum when processes or expectations are undefined

🎯 Requirements

• High School degree or equivalent required; Two- or Four-year undergraduate degree or certification preferred • At least 2 years of prior customer service experience • Multi-lingual skills are a strong plus • Experience with Salesforce CRM, LIMS, Twilio, or other virtual communication platforms is preferred

🏖️ 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 • 401k benefits • Commuter benefits • Employee referral program