Regional Customer Support Specialist

🕒 3 days ago

🇺🇸 United States – Remote

💵 $20 - $23 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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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

• 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. • Deal directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues. • Familiarity with all oncology tests performed by Natera. • Maintain a current status on Natera training requirements.

🎯 Requirements

• 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 within the first 30 days of hire. • Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities preferred. • Problem analysis and problem solving.

🏖️ 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. • Generous employee referral program!