Customer Experience Associate - Oncology

POSITION SUMMARY
The Customer Experience Associate will support Natera's 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. 
● 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.

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