Customer Experience Advisor - Oncology

This is a remote position but the ideal candidate will reside in the Central Standard time zone. The schedule for this role is Monday - Friday, 9:30 AM to 6:00 PM CST.

 

POSITION SUMMARY:

The Customer Experience Advisor supports our Oncology division and provides world class service to domestic customers consisting of medical professionals, patients and cross functional internal and external teams.  This position primarily consists of receiving inbound customer calls, along with managing multiple internal work queues. 

 

PRIMARY RESPONSIBILITIES:

• Develop knowledge and skills through formal training and apply it to complete multiple tasks

• Respond promptly to internal and external customer inquiries

• Answer all incoming calls promptly and professionally with an emphasis on providing an exceptional customer experience

• Document all information thoroughly and accurately

• Deals directly with internal and external customers via telephone and electronic channels to research and resolve issues.  Communicates clearly and logically a resolution to the customers question(s) 

• Supports Territory Managers team to assist in improving test TAT

• Supports and processes cases with exception processes

• Familiarity with all oncology tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers

• Works on moderately difficult, special projects that requires judgment in resolving issues and other duties as assigned to meet business needs

• This role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) in order to perform the job

• Must maintain a current status on Natera training requirements

QUALIFICATIONS:

• Two year degree and/or 3 years minimum customer service experience, undergraduate degree desired 

• 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

 

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellence in de-escalating customer behavior

• Problem analysis and problem solving skills

• Adaptability to change and self-starter

• Knowledge of customer service principles and practices

• Experience in both phone and written customer support

• Knowledge of administrative procedures and protocols

• Knowledge of numeric, oral, and written language applications

• Intermediate knowledge in Microsoft office apps and typing with excellence in spelling and grammar

• Excellence in attention to detail and organization skills

• Ability to maintain professionalism at all times 

 

PREFERRED SKILLS AND EXPERIENCE

• Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud based call center functionalities

• Problem analysis and problem solving

• Data collection and maintenance

• Bi-lingual a plus

 

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Fully remote position with expectations the employee has a private space to work with no distractions, in order to protect PHI

• This position requires the ability to use a computer keyboard, communicate over the telephone and read printed material.

• Duties may require working outside normal working hours (evenings and weekends) at times.

• This is a full-time position that requires no travel

 

#LI-REMOTE

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 engineer