<p></p><p data-path-to-node="12"><strong data-path-to-node="12" data-index-in-node="0">Customer Experience Associate (Temporary)</strong></p><p id="p-rc_801353e33435c2c7-74" data-path-to-node="13"><span data-path-to-node="13,0"><strong data-path-to-node="13,0" data-index-in-node="0">POSITION SUMMARY:</strong> The Customer Experience Associate (Temporary) reports to the Customer Experience Supervisor</span><span data-path-to-node="13,1"><sup class="superscript"></sup></span><span data-path-to-node="13,2">. 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</span><span data-path-to-node="13,3"><sup class="superscript"></sup></span><span data-path-to-node="13,4">. This is a fast-paced, high-volume environment where speed, execution, and ownership are critical</span><span data-path-to-node="13,5"><sup class="superscript"></sup></span><span data-path-to-node="13,6">. Note: This is a temporary position.</span> </p><p data-path-to-node="14"><strong data-path-to-node="14" data-index-in-node="0">PRIMARY RESPONSIBILITIES:</strong></p><ul data-path-to-node="15"><li><p id="p-rc_801353e33435c2c7-75" data-path-to-node="15,0,0"><span data-path-to-node="15,0,0,0">Partner with internal and external customers via phone and digital channels to secure missing information required for processing submitted test samples</span><span data-path-to-node="15,0,0,1"><sup class="superscript"></sup></span><span data-path-to-node="15,0,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-76" data-path-to-node="15,1,0"><span data-path-to-node="15,1,0,0">Gather necessary patient contact, health, physician, clinic, billing, and medical insurance information</span><span data-path-to-node="15,1,0,1"><sup class="superscript"></sup></span><span data-path-to-node="15,1,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-77" data-path-to-node="15,2,0"><span data-path-to-node="15,2,0,0">Communicate test status, resend test results, and schedule requests for mobile phlebotomy</span><span data-path-to-node="15,2,0,1"><sup class="superscript"></sup></span><span data-path-to-node="15,2,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-78" data-path-to-node="15,3,0"><span data-path-to-node="15,3,0,0">Triage customer technical issues and clinical inquiries to Genetic Counseling staff</span><span data-path-to-node="15,3,0,1"><sup class="superscript"></sup></span><span data-path-to-node="15,3,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-79" data-path-to-node="15,4,0"><span data-path-to-node="15,4,0,0">Own account requests for the Sales team, driving fast and accurate account setups, kit and supply orders, medical order processing, and order tracking</span><span data-path-to-node="15,4,0,1"><sup class="superscript"></sup></span><span data-path-to-node="15,4,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-80" data-path-to-node="15,5,0"><span data-path-to-node="15,5,0,0">Resolve customer inquiries and escalations regarding missing or delayed test samples and result reports</span><span data-path-to-node="15,5,0,1"><sup class="superscript"></sup></span><span data-path-to-node="15,5,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-81" data-path-to-node="15,6,0"><span data-path-to-node="15,6,0,0">Perform customer verifications and obtain all relevant information to evaluate and handle complaints</span><span data-path-to-node="15,6,0,1"><sup class="superscript"></sup></span><span data-path-to-node="15,6,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-82" data-path-to-node="15,7,0"><span data-path-to-node="15,7,0,0">Escalate unresolvable issues clearly and maintain momentum in the resolution process</span><span data-path-to-node="15,7,0,1"><sup class="superscript"></sup></span><span data-path-to-node="15,7,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-83" data-path-to-node="15,8,0"><span data-path-to-node="15,8,0,0">Manage customer accounts by documenting all interactions, communications, actions taken, and follow-ups</span><span data-path-to-node="15,8,0,1"><sup class="superscript"></sup></span><span data-path-to-node="15,8,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-84" data-path-to-node="15,9,0"><span data-path-to-node="15,9,0,0">Maintain working knowledge of all Natera genetic tests, required samples, turnaround times, required patient health information, request forms, and waivers</span><span data-path-to-node="15,9,0,1"><sup class="superscript"></sup></span><span data-path-to-node="15,9,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-85" data-path-to-node="15,10,0"><span data-path-to-node="15,10,0,0">Partner with new employees to provide training and onboarding support</span><span data-path-to-node="15,10,0,1"><sup class="superscript"></sup></span><span data-path-to-node="15,10,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-86" data-path-to-node="15,11,0"><span data-path-to-node="15,11,0,0">Maintain compliance with HIPAA policies and Natera procedures regarding patient privacy and Protected Health Information (PHI)</span><span data-path-to-node="15,11,0,1"><sup class="superscript"></sup></span><span data-path-to-node="15,11,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-87" data-path-to-node="15,12,0"><span data-path-to-node="15,12,0,0">Complete and maintain all current Natera training requirements</span><span data-path-to-node="15,12,0,1"><sup class="superscript"></sup></span><span data-path-to-node="15,12,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-88" data-path-to-node="15,13,0"><span data-path-to-node="15,13,0,0">Step in to create clarity and maintain momentum when processes or expectations are undefined</span><span data-path-to-node="15,13,0,1"><sup class="superscript"></sup></span><span data-path-to-node="15,13,0,2">.</span> </p></li></ul><p data-path-to-node="16"><strong data-path-to-node="16" data-index-in-node="0">QUALIFICATIONS:</strong></p><ul data-path-to-node="17"><li><p id="p-rc_801353e33435c2c7-89" data-path-to-node="17,0,0"><span data-path-to-node="17,0,0,0">High School degree or equivalent required; Two- or Four-year undergraduate degree or certification preferred</span><span data-path-to-node="17,0,0,1"><sup class="superscript"></sup></span><span data-path-to-node="17,0,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-90" data-path-to-node="17,1,0"><span data-path-to-node="17,1,0,0">At least 2 years of prior customer service experience</span><span data-path-to-node="17,1,0,1"><sup class="superscript"></sup></span><span data-path-to-node="17,1,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-91" data-path-to-node="17,2,0"><span data-path-to-node="17,2,0,0">Multi-lingual skills are a strong plus</span><span data-path-to-node="17,2,0,1"><sup class="superscript"></sup></span><span data-path-to-node="17,2,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-92" data-path-to-node="17,3,0"><span data-path-to-node="17,3,0,0">Experience with Salesforce CRM, LIMS, Twilio, or other virtual communication platforms is preferred</span><span data-path-to-node="17,3,0,1"><sup class="superscript"></sup></span><span data-path-to-node="17,3,0,2">.</span> </p></li></ul><p data-path-to-node="18"><strong data-path-to-node="18" data-index-in-node="0">KNOWLEDGE, SKILLS, AND ABILITIES:</strong></p><ul data-path-to-node="19"><li><p id="p-rc_801353e33435c2c7-93" data-path-to-node="19,0,0"><span data-path-to-node="19,0,0,0">Knowledge of customer service principles, practices, administrative procedures, and protocols</span><span data-path-to-node="19,0,0,1"><sup class="superscript"></sup></span><span data-path-to-node="19,0,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-94" data-path-to-node="19,1,0"><span data-path-to-node="19,1,0,0">Ability to analyze, resolve, or escalate customer questions quickly and accurately within established protocols</span><span data-path-to-node="19,1,0,1"><sup class="superscript"></sup></span><span data-path-to-node="19,1,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-95" data-path-to-node="19,2,0"><span data-path-to-node="19,2,0,0">Operate with speed and adaptability in a fast-paced environment that requires perseverance through change</span><span data-path-to-node="19,2,0,1"><sup class="superscript"></sup></span><span data-path-to-node="19,2,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-96" data-path-to-node="19,3,0"><span data-path-to-node="19,3,0,0">Experience providing both phone and written customer support</span><span data-path-to-node="19,3,0,1"><sup class="superscript"></sup></span><span data-path-to-node="19,3,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-97" data-path-to-node="19,4,0"><span data-path-to-node="19,4,0,0">Intermediate proficiency with Microsoft Office and Google Suite applications</span><span data-path-to-node="19,4,0,1"><sup class="superscript"></sup></span><span data-path-to-node="19,4,0,2">.</span> </p></li><li><p id="p-rc_801353e33435c2c7-98" data-path-to-node="19,5,0"><span data-path-to-node="19,5,0,0">High attention to detail, strong organizational skills, and professional communication standards</span><span data-path-to-node="19,5,0,1"><sup class="superscript"></sup></span><span data-path-to-node="19,5,0,2">.</span></p></li></ul><div class="content-pay-transparency"><div class="pay-input"><div class="description">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.</div><div class="title">Remote USA</div><div class="pay-range"><span>$19</span><span class="divider">—</span><span>$22 USD</span></div></div></div><div class="content-conclusion"><p><strong>OUR OPPORTUNITY</strong></p><p>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.</p><p>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.</p><p><strong>WHAT WE OFFER</strong></p><p>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!</p><p>For more information, visit <a href="http://www.natera.com/" data-cke-saved-href="http://www.natera.com/">www.natera.com</a>.</p><p>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.</p><p>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.</p><p><em>If you are based in California, we encourage you to read this important information for California residents. </em></p><p>Link: <a href="https://www.natera.com/notice-of-data-collection-california-residents" target="_blank">https://www.natera.com/notice-of-data-collection-california-residents/</a></p><p>Please be advised that Natera will reach out to candidates with a @<a href="http://natera.com/" target="_blank" data-saferedirecturl="https://www.google.com/url?q=http://natera.com&source=gmail&ust=1657718972773000&usg=AOvVaw3zRwaIiu7070kJKNG4hjRm">natera.com</a> 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.</p><p>For more information:<br>- <a href="https://www.bbb.org/article/tips/12261-bbb-tip-employment-scams" target="_blank">BBB announcement on job scams</a> <br>- <a href="https://www.fbi.gov/investigate/cyber" target="_blank">FBI Cyber Crime resource page</a> </p></div>