Regional Customer Support Specialist

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $21 - $23 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🦅 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

• Support Natera’s division and provide service to medical professionals, patients, and cross-functional internal and external teams • Work with customers and sales representatives to ensure a smooth ordering process and quick reporting of results • Respond promptly to internal and external customer inquiries • Serve as the lead contact for accounts and Sales • Document interactions, communications, actions taken, and follow-ups • Build rapport with accounts, patients, and Sales to resolve missing information and meet turnaround time • Communicate delays and cancellations and help facilitate sample redraws • Research and resolve escalated issues via telephone and electronic channels • Communicate root causes and resolutions clearly and logically • Maintain familiarity with Natera oncology tests, sample requirements, turnaround times, patient health information, request forms, and waivers • Complete special projects and other duties as assigned • Handle protected health information in paper and electronic form • Maintain current Natera training requirements

🎯 Requirements

• Two year degree and/or 2-5 years of related experience • Undergraduate degree preferred • Advanced professional growth education • Complete HIPAA/PHI privacy, general policies and procedures compliance, and security training within the first 30 days of hire • Skilled specialist able to complete tasks resourcefully and efficiently • Excellence in de-escalating customer behavior • Organizational skills and ability to balance multiple client needs and internal stakeholders • Problem analysis and problem solving skills • 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 of GSuite applications, typing, spelling, and grammar • Attention to detail and critical thinking • Ability to maintain professionalism during highly escalated situations • Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities preferred • 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 for Natera employees and their immediate families • Fertility care benefits • Pregnancy and baby bonding leave • 401(k) benefits • Commuter benefits • Employee referral program