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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 compliance with HIPAA policies. Proficient in managing customer accounts and effectively communicating with medical professionals and patients.
Highest-signal resume keywords
Customer Service ExperienceKnowledge of HIPAA ComplianceProficiency in Microsoft OfficeExperience with Phone and Written SupportFamiliarity with Natera Genetic Tests
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 Account ManagementData AnalysisCustomer VerificationOrder TrackingPhlebotomy Scheduling
Soft Skills
Professional CommunicationProblem SolvingMentoring and Training
Tools & Technologies
Microsoft OfficeGoogle SuiteElectronic Health Records
Certifications & Qualifications
High School Degree or EquivalentNatera Training Certification (Current Status)
Industry Keywords
Patient PrivacyCustomer InquiriesAdministrative ProceduresMedical Professionals InteractionMulti-lingual Skills
About the role
Key responsibilities & impact- Assist internal and external medical professionals, patients, and sales customers across a wide range of interactions
- Obtain missing information needed to process submitted test samples, including requested tests
- Communicate test status according to protocol
- Schedule mobile phlebotomy requests
- Place and track kit and supply orders
- Respond to customer inquiries and complaints regarding missing or delayed appointments
- Obtain and evaluate relevant information to handle inquiries and complaints
- Perform customer verifications
- Direct or escalate requests and unresolvable issues
- Manage customer accounts and document interactions, communications, actions taken, and follow-ups
- Maintain familiarity with Natera genetic tests and required samples
- Assist with mentoring and training new employees
- Handle and protect patient PHI in paper and electronic form
- Perform other duties as assigned
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 phone and written customer support
- Knowledge of administrative procedures and protocols
- Intermediate proficiency with Microsoft Office and Google Suite apps (Drive, Gmail, Google Docs, Google Sheets)
- Ability to maintain professionalism when communicating with customers
- Ability to use a computer keyboard, communicate over the telephone, and read printed material
- Must maintain current status on Natera training requirements
- Must comply with HIPAA policies and procedures when handling and protecting patient privacy
- Multi-lingual skills are a strong plus
- Two- or four-year undergraduate degree or certification preferred
Benefits
Comp & perks- Comprehensive medical, dental, vision, life and disability plans for eligible employees and dependents
- Free testing for employees and immediate families
- Fertility care benefits
- Pregnancy and baby bonding leave
- 401(k) benefits
- Commuter benefits
- Employee referral program