Teams at Natera

Provides customer support for medical professionals, patients, sales representatives, and internal teams. Manages account inquiries, ordering issues, missing information, delays, cancellations, sample redraws, and escalated problems while documenting interactions and maintaining turnaround times. Requires knowledge of oncology testing workflows, patient information requirements, HIPAA/PHI handling, customer service, problem-solving, and administrative procedures. The role is remote and may involve Salesforce Service Cloud, laboratory information systems, customer portals, and cloud-based call center tools.

Provides phone and electronic customer support for medical testing, including obtaining missing information, communicating test status, handling results and sample inquiries, scheduling mobile phlebotomy, triaging technical and clinical requests, supporting account and supply orders, documenting interactions, and escalating issues. Maintains knowledge of genetic testing procedures, protects patient health information under HIPAA, and assists with training new employees.

Leads denial management and appeals strategy for laboratory billing, including payer advocacy, root-cause analysis, outsourced RCM performance, and reimbursement optimization. Partners with engineering and vendors to translate workflows into billing-system logic and automation. Defines requirements, supports UAT and QA, analyzes denial trends using data tools, and drives scalable processes that improve overturn rates, prevent denials, and increase recovery.