Customer Experience Assoc

POSITION SUMMARY:

The Customer Experience Associate reports to the Customer Experience Supervisor and plays a vital role in delivering an exceptional experience to Natera’s diverse customer base. This includes internal and external, domestic and international partners such as medical professionals, patients, laboratory personnel, channel partners, supply chain teams, and sales.

In this fast-paced, mission-driven role, you’ll serve as a key point of contact—helping ensure timely, accurate, and compassionate support across a wide range of interactions. If you thrive in a dynamic environment and enjoy solving problems that make a real impact on patient care, this is the role for you.

Schedule: This position follows a consistent shift of 10:00 AM – 7:00 PM CST / 8:00 AM – 5:00 PM PST, offering a predictable workday aligned with key business operations.

PRIMARY RESPONSIBILITIES:

• Serve as a primary point of contact for internal and external customers via phone and electronic channels to obtain critical information required for processing submitted test samples, including:
  • Patient contact and health information
  • Physician and clinic details
  • Billing and insurance information
  • Requested tests for processing
• Provide timely and accurate communication to customers by:
  • Sharing test status updates in accordance with established protocols
  • Resending or coordinating the reissue of test results
  • Scheduling mobile phlebotomy appointments
  • Supporting and triaging technical issues
  • Routing clinical inquiries to Genetic Counseling teams
• Partner closely with the Sales team to support account-related activities, including:
  • New account setup and updates
  • Kit and supply order placement
  • Processing pre-filled requisition orders
  • Tracking and managing order status
• Respond promptly and professionally to inquiries related to missing or delayed samples, test results, and other service concerns
• Gather, assess, and document all relevant information to effectively resolve customer inquiries and complaints
• Perform customer verification processes and ensure data accuracy
• Escalate complex or unresolved issues appropriately to ensure timely resolution
• Maintain detailed and accurate records of all customer interactions, actions taken, and follow-ups
• Develop and maintain working knowledge of all Natera genetic tests, including sample requirements, turnaround times, and documentation standards
• Support onboarding, mentoring, and training of new team members
• Ensure strict adherence to HIPAA policies and Natera’s privacy standards when handling sensitive patient information (PHI)
• Stay current with all required training and compliance standards
• Take on additional responsibilities as needed to support evolving business needs

QUALIFICATIONS:

• High School diploma or equivalent required
• Associate’s or Bachelor’s degree preferred
• Minimum of 2 years of customer service experience
• Multilingual skills are a strong plus

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong understanding of customer service principles and best practices
• Ability to assess situations, problem-solve, and escalate when necessary within defined protocols
• Adaptability and resilience in a constantly evolving environment
• Experience providing support via both phone and written communication channels
• Solid administrative and organizational skills
• Strong verbal, written, and numerical communication abilities
• Intermediate proficiency with Microsoft Office and Google Workspace (Drive, Gmail, Docs, Sheets)
• Exceptional attention to detail and time management
• Professional, empathetic, and customer-focused communication style

PREFERRED SKILLS & EXPERIENCE:

• Experience with Salesforce CRM, LIMS, Twilio, or similar communication platforms
• Strong data management skills, including data gathering, organization, and analysis