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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with the ability to analyze and resolve inquiries while maintaining professionalism. Proficient in managing customer accounts and adhering to HIPAA policies in handling patient information.
Highest-signal resume keywords
Customer Service ExperienceKnowledge Of Customer Service PrinciplesSalesforce CRM ExperienceIntermediate Proficiency With Microsoft OfficeMulti-Lingual Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data GatheringCustomer Account ManagementCustomer VerificationTest Information AnalysisScheduling Mobile Phlebotomy Requests
Soft Skills
Attention To DetailOrganizational SkillsProfessional CommunicationMentoring And Training
Tools & Technologies
Salesforce CRMLIMSTwilioMicrosoft OfficeGoogle Suite
Industry Keywords
HIPAA CompliancePatient Health InformationGenetic CounselingNatera Genetic TestsCustomer Inquiries
About the role
Key responsibilities & impact- Report to the Customer Experience Supervisor and assist internal and external domestic and international customers
- Obtain missing patient, physician, clinic, billing, insurance, and test information for submitted samples
- Communicate test status and resend or request resending of issued test results
- Schedule mobile phlebotomy requests
- Support and triage customer technical issues
- Triage or schedule clinical inquiries for Genetic Counseling staff
- Support Sales team account setup, account changes, kit and supply orders, pre-filled requisition orders, and order tracking
- Respond to customer inquiries and complaints regarding missing or delayed samples, results reports, and other matters
- Evaluate information, perform customer verifications, and direct or escalate unresolved issues
- Manage customer accounts and document interactions, actions, and follow-ups
- Maintain familiarity with Natera genetic tests, sample requirements, turnaround times, patient health information, forms, and waivers
- Assist with mentoring and training new employees
- Handle and protect PHI in paper and electronic forms under HIPAA policies
- Maintain current Natera training requirements
Requirements
What you’ll need- High School degree or equivalent required
- At least 2 years prior customer service experience
- Knowledge of customer service principles and practices
- Ability to analyze, escalate, or resolve customer questions within established protocols
- Experience 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, Google Docs, Google Sheets)
- Attention to detail and organization skills
- Ability to maintain professionalism when communicating with customers
- Multi-lingual skills are a strong plus
- Experience with Salesforce CRM platform, LIMS, Twilio or other virtual telephony/communication platform preferred
- Data gathering, sorting, maintenance, and analysis preferred
- Must maintain a current status on Natera training requirements
- Must comply with Natera policies in handling and protecting patient privacy
Benefits
Comp & perks- Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
- Free testing for employees and their immediate families
- Fertility care benefits
- Pregnancy and baby bonding leave
- 401k benefits
- Commuter benefits
- Employee referral program