Customer Experience Associate

Customer Experience Associate reports to the Customer Experience Supervisor and interacts with Natera’s diverse customer base, including medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales teams. The role involves assisting across a wide range of interactions to ensure seamless processing of submitted test samples.

Primary Responsibilities:

• Obtains missing information via telephone and electronic channels for processing submitted test samples, including:
• Patient contact and health information
• Physician and clinic information
• Billing or medical insurance information
• Requested tests to be processed
• Communicates test status per protocol to respective customers, including:
• Resending or requesting resending of issued test results
• Scheduling requests for mobile phlebotomy
• Supporting and triaging technical issues
• Triage and scheduling clinical inquiries to Genetic Counseling staff
• Supports the Sales team in processing account requests, such as:
• Account setup and changes
• Placing kit/supply orders
• Processing orders for pre-filled requisitions
• Tracking orders
• Responds promptly to inquiries and complaints regarding missing or delayed test samples, results reports, and other relevant issues
• Evaluates and handles inquiries and complaints by obtaining and analyzing relevant information
• Performs customer verifications and directs or escalates unresolved issues as needed
• Manages customer accounts, documenting all interactions, communications, actions taken, and follow-ups
• Requires familiarity with all genetic tests performed by Natera, including samples needed, turnaround time (TAT) to results, required patient health information, proper completion of request forms, and required waivers
• Assists with mentoring and training new employees
• Performs other duties as assigned to meet business needs
• Ensures compliance with HIPAA policies and Natera’s procedures for handling and protecting patient privacy
• Works regularly with protected health information (PHI) in both paper and electronic formats, utilizing various technologies to access PHI
• Maintains current status on Natera’s training requirements