Patient Outreach and Support Specialist at Natera

Position Summary

Natera's innovative molecular and genetic testing solutions empower patients and providers in making informed healthcare decisions. The Patient Outreach & Support Specialist acts as a vital patient-focused resource, responsible for proactive outreach, education, feedback gathering, and post-testing support. Working within the Patient Coordinator organization, this role ensures patients receive the information, resources, and support necessary for their ongoing care journey. Engagement occurs via phone, SMS, email, and other approved channels to address questions, identify barriers to care, provide educational materials, and facilitate coordination with healthcare providers and internal Natera teams.

Key Responsibilities

• Conduct proactive outreach to patients post-testing to offer support, education, and resource navigation.
• Engage patients through phone, SMS, email, and other approved channels, ensuring a positive and professional customer experience.
• Educate patients on testing processes, available resources, patient portal tools, scheduling options, and other relevant support services.
• Gather patient feedback on their testing experience and document insights to improve patient programs and services.
• Identify and help address common barriers to care, such as scheduling challenges, provider communication needs, resource access, and general process questions.
• Provide patients with approved educational materials, discussion guides, and support resources.
• Coordinate with Patient Coordinators, field teams, provider offices, and other internal stakeholders to support patient needs.
• Escalate clinical, billing, technical, or service-related concerns to appropriate internal teams.
• Maintain accurate documentation of patient interactions and follow-up activities in Salesforce and other internal systems.
• Support outreach initiatives, patient education programs, and operational projects aimed at enhancing the overall patient experience.
• Maintain compliance with all privacy, regulatory, and communication requirements.
• Demonstrate empathy, professionalism, and sound judgment in all patient and caregiver interactions.

Qualifications

• 2+ years of experience in patient support, customer service, healthcare operations, patient engagement, care coordination, or a related field.
• Bachelor’s degree preferred.
• Experience interacting directly with patients or customers in a healthcare or service-oriented environment is preferred.
• Strong verbal and written communication skills, with the ability to explain complex information clearly and supportively.
• Excellent listening skills and the ability to navigate sensitive conversations with empathy and professionalism.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Experience using Salesforce or similar CRM platforms is preferred.
• Proficiency with Microsoft Office applications, including Excel and Word.
• Bilingual Spanish is preferred.

Core Competencies

• Patient-centered communication
• Relationship building
• Active listening
• Problem-solving
• Attention to detail
• Collaboration
• Adaptability
• Professional judgment
• Time management
• Compliance and confidentiality

Compliance & Training Requirements

• Handle Protected Health Information (PHI) in electronic and paper formats per company policies.
• Complete HIPAA/PHI privacy, compliance, and security training within 30 days of hire.
• Maintain ongoing compliance with all Natera training requirements.
• Adhere to all patient communication, documentation, privacy, and regulatory requirements.

Compensation

• Pay Range: $30—$30 USD per hour.
• Actual compensation is based on a wide array of factors unique to each candidate, including skill set, years and depth of experience, certifications, and specific office location. This may differ in other locations due to cost of labor considerations.
• Location: Remote USA

Our Opportunity

Natera™ is a global leader in cell-free DNA (cfDNA) testing, focusing on oncology, women’s health, and organ health. Our mission is to integrate personalized genetic testing and diagnostics into standard care to protect health and enable earlier, more targeted interventions for longer, healthier lives. The Natera team comprises dedicated professionals from world-class institutions who are passionate about their work and each other. Joining Natera means working hard, growing quickly, and contributing to a company that is transforming genetic disease management.

What We Offer

• Competitive Benefits: Comprehensive medical, dental, vision, life, and disability plans for eligible employees and dependents. Free testing for employees and immediate families, fertility care benefits, pregnancy and baby bonding leave, 401k benefits, commuter benefits, and a generous employee referral program.

Diversity, Equity, and Inclusion

• Natera is an Equal Opportunity Employer committed to a diverse and inclusive workplace. We welcome individuals from diverse backgrounds, experiences, abilities, and perspectives, believing that inclusive collaboration benefits employees, the community, and patients.
• All qualified applicants will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability, or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.
• Information for California residents regarding data collection is available via a provided link.
• Natera will ONLY communicate with candidates via email from a @natera.com domain. Be aware of fraudulent communications from other domains. Natera does not request interviews via text messages or ask for personal information until a candidate has engaged with a recruiter and hiring team.