POSITION SUMMARY

 

The Customer Experience Associate - Oncology provides world class service to domestic customers consisting of medical professionals, patients and cross functional internal and external teams.  This position primarily consists of receiving inbound customer calls, along with managing multiple internal work queues. 

 

 

PRIMARY RESPONSIBILITIES:

Develop knowledge and skills through formal training and apply it to complete multiple tasks.

Respond promptly to internal and external customer inquiries.

Answer all incoming calls promptly and professionally with an emphasis on providing an exceptional customer experience.

Document all information thoroughly and accurately.

Deals directly with internal and external customers via telephone and electronic channels to research and resolve issues.  Communicates clearly and logically a resolution to the customer's question(s). 

Supports Territory Managers team to assist in improving test TAT.

Supports and processes cases with exception processes.

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.

Works on moderately difficult, special projects that requires judgment in resolving issues and other duties as assigned to meet business needs.

This role works with PHI on a regular basis both in paper and electronic form and has 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 3 years minimum customer service experience, undergraduate degree desired. 

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.

Employee must pass post offer criminal background check.

KNOWLEDGE, SKILLS, AND ABILITIES:

Excellence in de-escalating customer behavior.

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 Microsoft office apps and typing with excellence in spelling and grammar.

Excellence in attention to detail and organization skills.

Ability to maintain professionalism at all times. 

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.

Bi-lingual a plus.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

Fully remote position with expectations the employee has a private space to work with no distractions, in order to protect PHI.

This position requires the ability to use a computer keyboard, communicate over the telephone and read printed material.

Duties may require working outside normal working hours (evenings and weekends) at times.

This is a full-time position that requires no travel.

 

OUR OPPORTUNITY

 

Driven by the passion for elevating the science and utility of genetic testing, Natera is committed to helping families identify and manage genetic diseases. Natera is a rapidly-growing diagnostics company with proprietary bioinformatics and molecular technology for analyzing DNA. Our complex technology has been proven clinically and commercially in the prenatal testing space and we are actively researching its applications in the liquid biopsy space for developing products with oncology applications.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many 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.  Healthy catered lunches, Premium snacks and beverages, Onsite gym with cardio and weight-training equipment, Game room with satellite TV, Onsite dry cleaning and alteration service with pick-up and delivery, Employee-organized sport leagues, Happy hours and BBQs, Generous Employee Referral program.

 

For more information, visit www.natera.com.

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Natera is proud to be an Equal Opportunity Employer.

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.San Carlos, CA $1—$1 USD

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 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