Customer Experience Advisor

Successful applicants for this position must be fully vaccinated against COVID-19 as a condition of employment. Vaccine verification will be required.

POSITION SUMMARY:

Customer Experience Advisor responsibilities include managing a book of dedicated accounts and will communicate with internal and external, domestic and international customers consisting of medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales.  This role requires acting as a dedicated point of contact for white glove accounts requiring SPI and CAPA documentation, research, and resolution as well as a general escalation point for other customers.  

 

PRIMARY RESPONSIBILITIES:

• Partner with clinics to demo customer experience tools and provide improvement ideas to user experience team
• Respond promptly to internal and external customer inquiries outside Associate processes
• Manage escalated accounts, document all customer interactions, communications, actions taken, and follow ups
• For white glove accounts works within Associate processes to obtain missing information which can include direct to patient communication
• Deals directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate clearly and logically root cause of issue and resolution for SPI and CAPA documentation
• Supports Sales team for PGD/PGS account set up and courier onboarding.
• Supports and processes international cases with exception processes
• Process PTP cases as needed.
• Assists with mentoring and training new employees
• Familiarity 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.
• Assists in testing upgrades to and development of new customer care center tools
• Special projects and other duties may be assigned to meet business needs
• Other duties may be assigned to meet business needs
• This role works with PHI on a regular basis both in paper and electronic form and have access to various technologies to access PHI (paper and electronic) in order to perform the job
• Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire.
• Must maintain a current status on Natera training requirements.

 

QUALIFICATIONS:

• High School degree or equivalent required;
• Two- or Four-year undergraduate degree or certification preferred;
• At least 3 years customer service experience with 1-year experience working in level 2 or above escalated support.
• Multi-lingual skills are a strong plus

 

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of customer service principles and practices
• Excellence in de-escalating customer behavior
• Ability to analyze, escalate, or resolve customer questions within established protocols
• Adaptable. Show perseverance through regular change.
• Experienced with both phone and written customer support
• Knowledge of administrative procedures and protocols
• Knowledge of numeric, verbal, and written language applications
• Intermediate proficiency with Microsoft Office and Google Suite apps (drive, Gmail, g-docs, g-sheets)
• Excellence in attention to detail and organization skills
• Ability to maintain professionalism during escalated situations 

 

Preferred Skills and Experience

• Experience with Desk.com, LIMS, efax, secure email, and Great Plains OM
• Data gathering, sorting, maintenance, and analysis

 

The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.Colorado $21.96—$21.96 USD

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

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