Remote Regional Customer Support Specialist - Healthcare Focus

About the Role

We're hiring a Remote Regional Customer Support Specialist to join our dedicated team at Natera. In this role, you will provide exceptional support to medical professionals and patients, ensuring a seamless experience throughout the ordering process. Your expertise will contribute to our mission of delivering world-class service and timely results.

What You'll Do

• Respond promptly to internal and external customer inquiries as the lead contact for accounts and Sales.
• Document all interactions, communications, actions taken, and follow-ups to maintain clear records.
• Build rapport with accounts, patients, and Sales to resolve missing information in a timely manner, ensuring turnaround times (TAT) are met.
• Communicate delays and cancellations to customers and facilitate redraw of samples as needed.
• Handle escalated issues through 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.
• Work with PHI regularly, ensuring compliance with HIPAA regulations and Natera training requirements.
• Participate in special projects and other duties as assigned to meet business needs.

Requirements

• Two-year degree and/or 2-5 years of related experience; undergraduate degree preferred.
• Strong problem analysis and problem-solving skills, with the ability to de-escalate customer behavior effectively.
• Excellent organizational skills and the ability to balance multiple client needs and internal stakeholders.
• Experience in both phone and written customer support, with knowledge of customer service principles and practices.
• Adaptability to change and a self-starter attitude.

Nice to Have

• Experience in healthcare or related fields.
• Advanced professional growth education.
• Knowledge of administrative procedures and protocols.

What We Offer

• Competitive salary range of $60,000 to $80,000 annually.
• Comprehensive health benefits and wellness programs.
• Remote work flexibility to support work-life balance.
• Opportunities for professional development and training.
• A supportive team environment focused on collaboration and growth.