Customer Experience Associate

🔥 15 hours 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.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Natera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2004

🏥 Healthcare

🧬 Biotechnology

⚕️ Healthcare Insurance

Healthcare • Biotechnology • Healthcare Insurance

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

• Report to the Customer Experience Supervisor • Assist internal and external domestic and international customers, including medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales • Contact customers by telephone and electronic channels to obtain missing patient, physician, clinic, billing, insurance, and test information for submitted samples • Communicate test status according to protocol • Resend or request resending of issued test results • Schedule mobile phlebotomy requests • Support and triage customer technical issues • Triage and schedule clinical inquiries for Genetic Counseling staff • Support Sales with account setup and changes, kit and supply orders, pre-filled requisition orders, and order tracking • Respond to customer inquiries and complaints regarding missing or delayed test samples, result reports, and related matters • Obtain and evaluate information to handle inquiries and complaints • Perform customer verifications • Direct or escalate requests and unresolvable issues • Manage customer accounts and document interactions, communications, actions, and follow-ups • Maintain familiarity with Natera genetic tests, sample requirements, turnaround times, patient health information, request forms, and waivers • Assist with mentoring and training new employees • Handle and protect patient health information in paper and electronic form • Complete required Natera training

🎯 Requirements

• 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 • 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, Google Docs, Google Sheets) • Attention to detail and organizational skills • Ability to maintain professionalism when communicating with customers • Must maintain current status on Natera training requirements • Working knowledge of HIPAA policy and procedures and compliance with Natera patient privacy policies • Preferred: two- or four-year undergraduate degree or certification • Preferred: experience with Salesforce CRM, LIMS, Twilio or other virtual telephony/communication platform • Preferred: data gathering, sorting, maintenance, and analysis • Multilingual skills are a strong plus

🏖️ Benefits

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents • Free testing for employees and their immediate families • Fertility care benefits • Pregnancy and baby bonding leave • 401k benefits • Commuter benefits • Employee referral program • Equal Opportunity Employer and inclusive workplace environment