Regional Customer Support Specialist

The Regional Customer Support Specialist, known internally as a Territory Manager, supports Natera’s division and provides world class service to customers consisting of medical professionals, patients and cross functional internal and external teams. This position primarily consists of working with customers and sales representatives to ensure a smooth ordering process and quick reporting of results. Requires ability to work independently, multi-task, and use critical thinking skills to resolve issues in a timely manner.

Responsibilities

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 and communicate clearly and logically root cause of issue and resolution; Familiarity with all oncology tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers; Special projects and other duties may be assigned to meet business needs; Works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI; Must 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; Excellence in de-escalating customer behavior; Excellent organizational skills and ability to balance multiple client needs and internal stakeholders; Problem analysis and problem solving skills; Adaptability to change and self-starter; 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 in GSuite applications and typing with excellence in spelling and grammar; Excellence in attention to detail and critical thinking; Ability to maintain professionalism during highly escalated situations

Nice to have

Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud based call center functionalities; Problem analysis and problem solving; Data collection and maintenance; Bilingual is a plus

Benefits

Comprehensive health benefits (medical, dental, vision); 401(k) with company match; Generous paid time off and company holidays; Additional wellness and work-life benefits; Free testing for employees and immediate family; Fertility care benefits; Pregnancy and baby bonding leave; Commuter benefits; Employee referral program