Customer Experience Associate (Temporary)

Are you a natural problem-solver who loves helping people, eager to make a tangible impact from anywhere in the world? We’re looking for a bright, enthusiastic Customer Experience Associate to join Natera's dynamic team on a temporary basis. This is a truly global, fully remote opportunity where your exceptional communication skills will connect patients, medical professionals, and internal teams, ensuring seamless support within the innovative field of genetic testing. If you thrive in a fast-paced environment and have a knack for getting things done quickly and accurately, we want to hear from you.

Overview

Natera, a leader in genetic testing, is seeking a dedicated Customer Experience Associate for a temporary assignment. You will report directly to the Customer Experience Supervisor, playing a pivotal role in our mission. This position involves direct interaction with a wide array of stakeholders, including healthcare professionals, patients, laboratory personnel, channel partners, our supply chain teams, and sales representatives. You should expect a high-volume, quick-moving environment where your ability to execute tasks swiftly and take ownership of every interaction will be absolutely essential. Remember, this is a fully remote role, open to talent located anywhere globally, and is offered on a temporary basis.

Key Responsibilities

You will be the vital bridge connecting internal and external customers through phone calls and digital platforms, diligently securing any missing information needed to process submitted test samples.
Your daily tasks will include carefully gathering essential patient contact details, health information, physician and clinic specifics, along with billing and medical insurance data.
Keeping everyone in the loop is key; you will communicate test statuses, resend crucial test results, and efficiently schedule requests for mobile phlebotomy services.
Acting as a first point of contact, you will triage customer technical issues and complex clinical inquiries, seamlessly directing them to our expert Genetic Counseling staff.
You will expertly manage account requests for our Sales team, guaranteeing rapid and precise account setups, handling kit and supply orders, processing medical orders, and diligently tracking every order.
Finally, you will resolve a diverse range of customer inquiries, always striving for complete satisfaction and efficient solutions.

Requirements

Proven experience in a customer service or customer experience role, preferably in a fast-paced, high-volume environment.
Exceptional communication skills, both written and verbal, with a knack for clarity and empathy.
Strong organizational abilities and meticulous attention to detail are crucial for success.
A genuine passion for helping others and a customer-first mindset.
Resourcefulness and excellent problem-solving capabilities.
Ability to manage multiple tasks simultaneously while maintaining accuracy and speed.
Proficiency with standard office software and the ability to quickly learn new internal systems.
Comfortable working independently and effectively in a fully remote setting.
Demonstrated commitment to patient privacy and data confidentiality.

What You'll Gain

Invaluable hands-on experience within the dynamic and growing field of biotechnology and healthcare.
An opportunity to sharpen your customer experience skills in a high-impact, global setting.
Exposure to a diverse range of internal and external stakeholders, broadening your professional network.
The chance to contribute directly to a company that impacts patient lives worldwide.
Experience working remotely for an innovative, industry-leading organization.
Professional development within a supportive and collaborative team structure.