Customer Experience Assoc

<p><strong>POSITION SUMMARY:</strong></p> <p>Customer Experience Associate reports to Customer Experience Supervisor and will work directly with Natera’s internal and external, domestic and international customers consisting of medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales by assisting across a wide range of interactions.&nbsp;</p> <p>&nbsp;</p> <p><strong>PRIMARY RESPONSIBILITIES:</strong></p> <ul> <li> <p>Deals directly with internal and external customers via telephone and electronic channels to obtain missing information needed for processing of submitted test samples based on assigned region. Necessary information includes:</p> <ul> <li> <p>Patient contact and health information</p> </li> <li> <p>Physician and Clinic information</p> </li> <li> <p>Billing information or medical insurance information</p> </li> <li> <p>Requested tests to be processed</p> </li> </ul> </li> <li> <p>Deals directly with internal and external customers via telephone and electronic channels to:</p> <ul> <li> <p>Communicate test status per protocol to respective customers</p> </li> <li> <p>Resend and/or request the resending of issued test results</p> </li> <li> <p>Schedule requests for mobile phlebotomy&nbsp;</p> </li> <li> <p>Support and/or triage respective customer technical issues</p> </li> <li> <p>Triage and/or schedule clinical inquiries to/for Genetic Counseling staff&nbsp;</p> </li> </ul> </li> <li> <p>Supports Sales team processing the following account requests</p> <ul> <li> <p>Account Set Up and changes</p> </li> <li> <p>Placing kit/supply orders</p> </li> <li> <p>Processing orders for pre-filled requisitions</p> </li> <li> <p>Tracking orders</p> </li> </ul> </li> <li> <p>Respond promptly to internal and external customer inquiries and complaints regarding missing and delayed test samples, results reports, and other relevant inquiries</p> </li> <li> <p>Obtain and evaluate all relevant information to handle inquiries and complaints</p> </li> <li> <p>Perform customer verifications</p> </li> <li> <p>Direct or escalate requests and unresolvable issues as needed</p> </li> <li> <p>Manage customers' accounts, document all customer interactions, communications, actions taken, and follow ups</p> </li> <li> <p>Familiarity with all genetic tests performed by Natera, inc