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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service principles and practices, with a strong ability to analyze and resolve inquiries while maintaining compliance with HIPAA policies. Proficient in managing customer accounts and utilizing tools such as Salesforce CRM and Microsoft Office.
Highest-signal resume keywords
Customer Service ExperienceSalesforce CRM ProficiencyHIPAA ComplianceData Gathering and AnalysisMulti-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
Customer Service PrinciplesData AnalysisAdministrative ProceduresMicrosoft Office ProficiencyGoogle Suite ProficiencyLIMS KnowledgeTwilio ExperienceAttention to DetailCommunication SkillsProblem-Solving
Soft Skills
ProfessionalismOrganization SkillsMentoring and Training
Tools & Technologies
Salesforce CRMLIMSTwilioMicrosoft OfficeGoogle Suite
Industry Keywords
Customer ExperiencePatient Health InformationGenetic CounselingPhlebotomyTest Sample Processing
About the role
Key responsibilities & impact- Report to the Customer Experience Supervisor
- Assist internal and external domestic and international customers, including medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales
- Obtain missing patient, physician, clinic, billing, insurance, and test information needed to process submitted test samples
- Communicate test status according to protocol
- Resend or request resending of issued test results
- Schedule mobile phlebotomy requests
- Support and triage customer technical issues
- Triage and schedule clinical inquiries for Genetic Counseling staff
- Support Sales team account setup, account changes, kit and supply orders, pre-filled requisitions, and order tracking
- Respond to customer inquiries and complaints regarding missing or delayed samples and result reports
- Evaluate information to handle inquiries and complaints
- Perform customer verifications
- Direct or escalate requests and unresolved issues
- Manage customer accounts and document interactions, communications, actions, and follow-ups
- Maintain familiarity with Natera genetic tests, sample requirements, turnaround times, patient health information, request forms, and waivers
- Assist with mentoring and training new employees
- Comply with HIPAA policies and protect patient privacy while handling PHI
- Maintain current status on 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
- 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, Google Docs, Google Sheets)
- Attention to detail and organization skills
- Ability to maintain professionalism when communicating with customers
- Experience with Salesforce CRM platform, LIMS, Twilio or other virtual telephony/communication platform preferred
- Data gathering, sorting, maintenance, and analysis preferred
- Multi-lingual skills are a strong plus
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
- 401(k) benefits
- Commuter benefits
- Employee referral program