Remote Regional Customer Support Specialist

About the Role

We are seeking a dedicated Remote Regional Customer Support Specialist to join our team at Natera. In this role, you will provide exceptional support to our customers, which include medical professionals and patients, ensuring a smooth ordering process and timely reporting of results. As a Remote Regional Customer Support Specialist, you will work independently and utilize your critical thinking skills to resolve issues efficiently.

What You'll Do

• Respond promptly to internal and external customer inquiries, serving as the lead contact for accounts and sales.
• Document all interactions, communications, actions taken, and follow-ups to maintain thorough records.
• Build rapport with accounts, patients, and sales teams to resolve missing information and ensure turnaround times (TAT) are met.
• Communicate delays and cancellations to customers and facilitate redraw of samples as necessary.
• Handle escalated issues directly with customers via telephone and electronic channels, providing clear and logical explanations of root causes and resolutions.
• Maintain familiarity with all oncology tests performed by Natera, including required patient health information and proper completion of request forms.
• Participate in special projects and other duties as assigned to meet business needs.
• Ensure compliance with Natera training requirements, particularly regarding HIPAA/PHI privacy and security.

Requirements

• Two-year degree and/or 2-5 years of related experience; an undergraduate degree is preferred.
• Demonstrated ability to de-escalate customer behavior and manage multiple client needs effectively.
• Excellent organizational skills and problem-solving abilities.
• Adaptability to change and a self-starter attitude.
• Knowledge of customer service principles and practices, with experience in both phone and written support.
• Familiarity with administrative procedures and protocols.

Nice to Have

• Experience in the healthcare or medical field.
• Advanced professional growth education.
• Proficiency in using customer support software and tools.

What We Offer

• Competitive salary ranging from $60,000 to $80,000 per year.
• Comprehensive health benefits and wellness programs.
• Opportunities for professional development and training.
• Flexible remote work environment.
• Supportive team culture focused on collaboration and growth.