Customer Experience Associate (Temporary)

Customer Experience Associate (Temporary)

POSITION SUMMARY: The Customer Experience Associate (Temporary) reports to the Customer Experience Supervisor. This role works directly with Natera’s internal teams and external domestic and international customers, including medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales. This is a fast-paced, high-volume environment where speed, execution, and ownership are critical. Note: This is a temporary position.

PRIMARY RESPONSIBILITIES:

• Partner with internal and external customers via phone and digital channels to secure missing information required for processing submitted test samples.

• Gather necessary patient contact, health, physician, clinic, billing, and medical insurance information.

• Communicate test status, resend test results, and schedule requests for mobile phlebotomy.

• Triage customer technical issues and clinical inquiries to Genetic Counseling staff.

• Own account requests for the Sales team, driving fast and accurate account setups, kit and supply orders, medical order processing, and order tracking.

• Resolve customer inquiries and escalations regarding missing or delayed test samples and result reports.

• Perform customer verifications and obtain all relevant information to evaluate and handle complaints.

• Escalate unresolvable issues clearly and maintain momentum in the resolution process.

• Manage customer accounts by documenting all interactions, communications, actions taken, and follow-ups.

• Maintain working knowledge of all Natera genetic tests, required samples, turnaround times, required patient health information, request forms, and waivers.

• Partner with new employees to provide training and onboarding support.

• Maintain compliance with HIPAA policies and Natera procedures regarding patient privacy and Protected Health Information (PHI).

• Complete and maintain all current Natera training requirements.

• Step in to create clarity and maintain momentum when processes or expectations are undefined.

QUALIFICATIONS:

• High School degree or equivalent required; Two- or Four-year undergraduate degree or certification preferred.

• At least 2 years of prior customer service experience.

• Multi-lingual skills are a strong plus.

• Experience with Salesforce CRM, LIMS, Twilio, or other virtual communication platforms is preferred.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of customer service principles, practices, administrative procedures, and protocols.

• Ability to analyze, resolve, or escalate customer questions quickly and accurately within established protocols.

• Operate with speed and adaptability in a fast-paced environment that requires perseverance through change.

• Experience providing both phone and written customer support.

• Intermediate proficiency with Microsoft Office and Google Suite applications.

• High attention to detail, strong organizational skills, and professional communication standards.