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Natera
Natera
1,001 – 5,000 Employees
H1B Visa SponsorBiotechnologyHealthcareHealthcare Insurance
Natera develops cell-free DNA testing and bioinformatics solutions for healthcare. Its diagnostic technologies support non-invasive prenatal screening, cancer detection, and organ transplant monitoring, helping clinicians and patients access genetic insights for more informed care decisions. The company’s work brings together biotechnology, data analysis, and clinical applications across several areas of modern medicine.
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Regional Customer Support Specialist - Natera (Remote, United States)

Provide regional customer support for Natera’s cfDNA genetic testing services, including order coordination, results reporting, and escalated issue resolution. Support accounts, patients, sales teams, and protected health information across customer interactions.

USUnited States
$21 – $23 / hour
RemoteFull-timeJuniorMiddleEnglish RequiredCustomer Support
Cloud

Description

  • Support Natera’s division by serving medical professionals, patients, and internal and external cross-functional teams
  • Coordinate with customers and sales representatives to streamline ordering and expedite results reporting
  • Address internal and external customer inquiries in a timely manner
  • Act as the primary contact for assigned accounts and Sales
  • Record customer interactions, communications, actions, and follow-up activities
  • Develop strong account, patient, and Sales relationships while resolving missing information and meeting turnaround times
  • Notify stakeholders about delays and cancellations and assist with sample redraw coordination
  • Investigate and resolve escalated issues by phone and through electronic communication
  • Explain issue causes and resolutions in a clear, logical manner
  • Stay informed about Natera oncology tests, sample requirements, turnaround times, patient health information, forms, and waivers
  • Complete special projects and other assigned responsibilities
  • Process protected health information in both paper and electronic formats
  • Keep all required Natera training current

Requirements

  • Associate degree or two to five years of relevant experience
  • An undergraduate degree is preferred
  • Additional professional development or advanced education
  • Complete HIPAA and PHI privacy, policy and procedure, and security training within the first 30 days
  • Demonstrated ability to perform specialist-level work resourcefully and efficiently
  • Strong ability to de-escalate challenging customer interactions
  • Organizational ability to balance multiple client needs and internal stakeholders
  • Capability in analyzing and resolving problems
  • Understanding of customer service principles and practices
  • Experience providing customer support by phone and in writing
  • Familiarity with administrative procedures and protocols
  • Working knowledge of numeric, oral, and written language applications
  • Intermediate proficiency with GSuite, typing, spelling, and grammar
  • Strong attention to detail and critical-thinking ability
  • Ability to remain professional in highly escalated situations
  • Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center tools is preferred
  • Experience collecting and maintaining data
  • Bilingual ability is a plus

Benefits

  • Medical, dental, vision, life, and disability coverage is available for eligible employees and dependents
  • Natera employees and their immediate families receive free testing
  • Fertility care support
  • Pregnancy and baby-bonding leave
  • 401(k) plan benefits
  • Commuter assistance
  • Employee referral program

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