Regional Customer Support Specialist

POSITION SUMMARY: The Regional Customer Support Specialist, known internally as 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. PRIMARY 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. - Deals 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. - This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job. - Must maintain a current status on Natera training requirements. QUALIFICATIONS - 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 as soon as possible but not later than the first 30 days of hire. KNOWLEDGE, SKILLS, AND ABILITIES - 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. - Adaptability to change and self-starter. - Ability to maintain professionalism during highly escalated situations Preferred Skills and Experience - 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. The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations. Remote USA $21 - $24USD OUR OPPORTUNITY Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many of other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management. WHAT WE OFFER Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program! For more information, visit www.natera.com. Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide. All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws. If you are based in California, we encourage you to read this important information for California residents. Link: https://www.natera.com/notice-of-data-collection-california-residents/ Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes. For more information: - BBB announcement on job scams - FBI Cyber Crime resource page