Customer Experience Assoc

Natera
United States
Workplace: RemoteFull timeUSD 19 - 22 monthlyFunction: Customer Success & Account ManagementExperience: 2+ yearsSkills: ["Attention to detail","Organization","Professional communication","Adaptability","Perseverance"]

Handle customer interactions across phone and electronic channels to collect missing information for submitted test samples and communicate test status. Resend and request test results, schedule mobile phlebotomy, and support or triage technical and clinical inquiries for Genetic Counseling. Assist Sales with account requests such as setup changes, kit/supply orders, and requisition processing, while documenting communications and ensuring HIPAA-compliant handling of PHI.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Natera
Natera
1 day ago

Customer Experience Assoc

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Handle customer interactions across phone and electronic channels to collect missing information for submitted test samples and communicate test status. Resend and request test results, schedule mobile phlebotomy, and support or triage technical and clinical inquiries for Genetic Counseling. Assist Sales with account requests such as setup changes, kit/supply orders, and requisition processing, while documenting communications and ensuring HIPAA-compliant handling of PHI.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Deal with internal and external customers via phone/electronic channels to obtain missing information needed to process submitted test samples based on assigned region.
  • •Communicate test status per protocol, resend/request test results, and schedule mobile phlebotomy requests.
  • •Support and triage customer technical issues; triage and schedule clinical inquiries to/from Genetic Counseling staff.
  • •Assist Sales by processing account requests including account set up/changes, kit/supply orders, pre-filled requisition orders, and order tracking.
  • •Respond to inquiries/complaints about missing or delayed samples/results, obtain and evaluate information, document interactions/actions/follow ups, and direct/escalate unresolvable issues.

Pay and Benefits

Salary: USD 19 - 22 monthly
Perks:Health InsuranceDentalVisionLife InsuranceDisability401kFree TestingFertility CarePregnancyBaby BondingCommuter BenefitsReferral Program

Key Requirements

  • •High school degree or equivalent required.
  • •At least 2 years of prior customer service experience.
  • •Intermediate proficiency with Microsoft Office and Google Suite apps (Drive, Gmail, Google Docs, and Google Sheets).
  • •Ability to analyze, escalate, or resolve customer questions within established protocols.
  • •Two- or Four-year undergraduate degree or certification preferred.
Experience:2+ years
Skills:Attention to detailOrganizationProfessional communicationAdaptabilityPerseverance
Tech Stack:Microsoft OfficeGoogle SuiteSalesforceLIMSTwilioGmailGoogle DocsGoogle Sheets

Company Brief

Natera
Develops and commercializes genetic testing and diagnostics focused on reproductive health, oncology, and organ transplant to inform clinical decision-making and improve patient outcomes.
Industry: Diagnostics
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Carlos, United States
Founded: 2004
WebsiteLinkedIn