Regional Customer Support Specialist

Position Summary

The Regional Customer Support Specialist, known internally as a Territory Manager, supports Natera’s division by providing world-class service to medical professionals, patients, and cross-functional internal and external teams. This role focuses on ensuring a smooth ordering process and quick reporting of results. The position requires the ability to work independently, multitask, and utilize critical thinking skills to resolve issues efficiently.

Primary Responsibilities

• Respond promptly to internal and external customer inquiries.
• Serve as the lead contact for accounts and Sales, documenting all interactions, communications, actions, and follow-ups.
• Build rapport with accounts, patients, and Sales to resolve missing information, ensuring turnaround times (TAT) are met.
• Communicate delays and cancellations to customers and facilitate sample redraws as needed.
• Directly interact with internal and external customers via telephone and electronic channels to research and resolve escalated issues, clearly communicating the root cause and resolution.
• Demonstrate familiarity with all oncology tests performed by Natera, including required samples, TAT, necessary patient health information, proper completion of request forms, and required waivers.
• Undertake special projects and other duties as assigned to meet business needs.
• Handle Protected Health Information (PHI) in both paper and electronic forms, accessing various technologies to perform job duties.
• Maintain current status on Natera training requirements.

Qualifications

• Two-year degree and/or 2-5 years of related experience; an undergraduate degree is preferred.
• Skilled specialist capable of completing tasks resourcefully and efficiently.
• Completion of advanced professional growth education.
• Must complete training relating to HIPAA/PHI privacy, general policies, procedure compliance, and security training within the first 30 days of hire.

Knowledge, Skills, and Abilities

• Excellence in de-escalating customer behavior.
• Excellent organizational skills and ability to balance multiple client needs and internal stakeholders.
• Strong problem analysis and problem-solving skills.
• Adaptability to change and a self-starter mentality.
• Knowledge of customer service principles and practices.
• Experience in both phone and written customer support.
• Knowledge of administrative procedures and protocols.
• Proficiency in numeric, oral, and written language applications.
• Intermediate knowledge in GSuite applications with excellent spelling and grammar.
• Excellence in attention to detail and critical thinking.
• Ability to maintain professionalism during highly escalated situations.

Preferred Skills and Experience

• Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities.
• Bilingual proficiency is a plus.

Compensation

• Pay range: $21 - $23 USD per hour.
• Actual compensation will be based on various factors including skill set, experience, certifications, and location.

Our Opportunity

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to improving health outcomes in oncology, women's health, and organ health. We aim to make personalized genetic testing and diagnostics a standard of care. Join a team of dedicated professionals from world-class institutions committed to changing the landscape of genetic disease management.

What We Offer

• Competitive Benefits: Comprehensive medical, dental, vision, life, and disability plans; free testing for employees and immediate families; fertility care benefits; pregnancy and baby bonding leave; 401k; commuter benefits; and more.
• Generous employee referral program.
• Natera is an Equal Opportunity Employer committed to diversity and inclusion.