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Natera

Regional Customer Support Specialist

Natera

. Support Natera’s division and provide service to medical professionals, patients, and cross-functional internal and external teams .

Posted 10/3/2026full-timeRemote • United StatesJuniorMid-Level💰 $21 - $23 per hourWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in customer service principles and practices, with a strong ability to manage client interactions and resolve issues efficiently. Maintains compliance with HIPAA/PHI regulations while handling sensitive patient information and utilizing various customer support tools.

Highest-signal resume keywords
Customer Service PrinciplesHIPAA/PHI ComplianceSalesforce ServiceCloudProblem Analysis and SolvingOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer SupportData Collection and MaintenanceTypingAttention to DetailCritical Thinking
Soft Skills
De-Escalating Customer BehaviorProfessionalismCommunication SkillsBuilding Rapport
Tools & Technologies
GSuite ApplicationsLaboratory Information Management SystemsCustomer PortalsEfaxSecure Email
Certifications & Qualifications
HIPAA/PHI Privacy Training
Industry Keywords
Oncology TestsPatient Health InformationTurnaround TimesAdministrative ProceduresCloud-Based Call Center Functionalities

Tech Stack

Tools & technologies
Cloud

About the role

Key responsibilities & impact
  • Support Natera’s division and provide service to medical professionals, patients, and cross-functional internal and external teams
  • Work with customers and sales representatives to ensure a smooth ordering process and quick reporting of results
  • Respond promptly to internal and external customer inquiries
  • Serve as the lead contact for accounts and Sales
  • Document interactions, communications, actions taken, and follow-ups
  • Build rapport with accounts, patients, and Sales to resolve missing information and meet turnaround time
  • Communicate delays and cancellations and help facilitate sample redraws
  • Research and resolve escalated issues via telephone and electronic channels
  • Communicate root causes and resolutions clearly and logically
  • Maintain familiarity with Natera oncology tests, sample requirements, turnaround times, patient health information, request forms, and waivers
  • Complete special projects and other duties as assigned
  • Handle protected health information in paper and electronic form
  • Maintain current Natera training requirements

Requirements

What you’ll need
  • Two year degree and/or 2-5 years of related experience
  • Undergraduate degree preferred
  • Advanced professional growth education
  • Complete HIPAA/PHI privacy, general policies and procedures compliance, and security training within the first 30 days of hire
  • Skilled specialist able to complete tasks resourcefully and efficiently
  • Excellence in de-escalating customer behavior
  • Organizational skills and ability to balance multiple client needs and internal stakeholders
  • Problem analysis and problem solving skills
  • 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 of GSuite applications, typing, spelling, and grammar
  • Attention to detail and critical thinking
  • Ability to maintain professionalism during highly escalated situations
  • Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities preferred
  • Data collection and maintenance
  • Bilingual is a plus

Benefits

Comp & perks
  • Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
  • Free testing for Natera employees and their immediate families
  • Fertility care benefits
  • Pregnancy and baby bonding leave
  • 401(k) benefits
  • Commuter benefits
  • Employee referral program