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Customer Experience Associate

Company: Natera
Location: Austin
Posted on: June 9, 2021

Job Description:

POSITION SUMMARY:Customer Experience Associate reports to Customer Experience Supervisor and will work directly with Natera's internal and external, domestic and international customers consisting of medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales by obtaining and processing all required information to process patient genetic testing samples, reports, and billing.PRIMARY RESPONSIBILITIES:Deals directly with internal and external customers via telephone and electronic channels to obtain missing information needed for processing of submitted test samples based on assigned region. Necessary information includes:Patient contact and health informationPhysician and Clinic informationBilling information or medical insurance informationRequested tests to be processedSupports Sales team processing the following account requestsAccount Set Up formsPlacing kit ordersProcessing orders for pre-filled requisitionsTracking International ordersRespond promptly to internal and external customer inquiries and complaints regarding missing and delayed test samples and results reportsObtain and evaluate all relevant information to handle inquiries and complaintsPerform customer verificationsDirect or escalate requests and unresolvable issues as neededManage customers' accounts, document all customer interactions, communications, actions taken, and follow upsFamiliarity with all genetic tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers.Set appointments for genetic counseling and mobile phlebotomyAssists with mentoring and training new employeesOther duties may be assigned to meet business needsThis 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 jobMust maintain a current status on Natera training requirements.Employee must pass post offer criminal background check.QUALIFICATIONS:High School degree or equivalent required;Two- or Four-year undergraduate degree or certification preferred;At least 2 years prior customer service experience;Multi-lingual skills are a strong plusKNOWLEDGE, SKILLS, AND ABILITIES:Knowledge of customer service principles and practicesAbility to analyze, escalate, or resolve customer questions within established protocolsMust be adaptable. Show perseverance through regular change.Experienced with both phone and written customer supportKnowledge of administrative procedures and protocolsKnowledge of numeric, verbal, and written language applicationsIntermediate proficiency with Microsoft Office and Google Suite apps (drive, Gmail, g-docs, g-sheets)Excellence in attention to detail and organization skillsAbility to maintain professionalism when communicating with customersPreferred Skills and ExperienceExperience with , LIMS, efax, secure email, and Great Plains OMData gathering, sorting, maintenance, and analysisPHYSICAL DEMANDS & WORK ENVIRONMENT: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.OUR OPPORTUNITYDriven 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 OFFERCompetitive Benefits. Generous Employee Referral program. Healthy catered lunches 3 times per week, and premium snacks! Additionally, we offer complimentary premium coffee drinks and teas, and other beverages.For more information, visit .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.

Keywords: Natera, Austin , Customer Experience Associate, Other , Austin, Texas

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