Customer Care Specialist

  • 29 Aug 2017 9:07 AM
    Message # 5053918

    POSITION SUMMARY

    Duties performed require both written and verbal communication with internal and external, domestic and international customers consisting of medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales obtaining and processing all required information needed to process patient genetic testing samples, reports, and billing.


    PRIMARY RESPONSIBILITIES

    • Deals directly with internal and external customers via telephone and electronic channels to obtain missing information needed for processing of submitted test samples.  
    • Necessary information includes:
    • Patient contact and health information
    • Physician and Clinic information
    • Billing information but insurance and bill to patient or clinic
    • Requested tests to be processed
    • Supports Sales team processing the following account request
    • Account Set Up forms
    • Placing kit orders
    • Processing orders for pre-filled requisitions
    • Tracking International orders
    • Respond promptly to internal and external customer inquiries and complaints regarding missing and delayed test samples and results reports
    • Obtain and evaluate all relevant information to handle inquiries and complaints
    • Perform customer verifications
    • Direct requests and unresolvable issues to the Tier 2 support or other designated resource
    • Manage customers' accounts, document all customer interactions, communications, actions taken, and follow ups
    • Familiarity with all genetic tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers.
    • Set appointments for genetic counseling and mobile phlebotomy
    • Assists with mentoring and training new employees
    • Other duties may be assigned to meet business needs
    • This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job
    • Employee 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.
    • Must maintain a current status on Natera training requirements.

    QUALIFICATIONS

    • Two year degree and/or 2 years minimum customer service experience
    • Employee must pass post offer criminal background check.

    KNOWLEDGE, SKILLS, AND ABILITIES

    • 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
    • Knowledge in Microsoft office apps and basic typing with excellence in spelling and grammar
    • Excellent attention to detail and organization skills
    • Adaptability to change and self-starter
    • Ability to maintain professionalism customer communications

    Preferred Skills and Experience

    • Experience with  Desk.com,  LIMS, efax, secure email, and Great Plains OM
    • Problem analysis and problem solving
    • Data collection and  maintenance
    • Bi-lingual a plus

    PHYSICAL DEMANDS & WORK ENVIRONMENT

    • This position requires the ability to use a computer keyboard, communicate over the telephone and read printed material.
    • Duties may require working outside normal working hours (evenings and weekends) at times.
    • This is a full-time position that requires no travel

     

    OUR OPPORTUNITY
     
    Driven by the passion for elevating the science and utility of genetic testing, Natera is committed to helping families identify and manage genetic diseases. Natera is a rapidly-growing diagnostics company with proprietary bioinformatics and molecular technology for analyzing DNA. Our complex technology has been proven clinically and commercially in the prenatal testing space and we are actively researching its applications in the liquid biopsy space for developing products with oncology applications.


    The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

     
    WHAT WE OFFER


    Competitive Benefits.  Healthy catered lunches, Premium snacks and beverages, Onsite gym with cardio and weight-training equipment, Game room with satellite TV, Onsite dry cleaning and alteration service with pick-up and delivery, Employee-organized sport leagues, Happy hours and BBQs, Generous Employee Referral program.
     
    For more information, visit www.natera.com.

    Natera is proud to be an Equal Opportunity Employer.


P.O. Box 14300, Austin, TX 78761-43  |  email: info@austincontactcenter.org  |  Phone: 512.551.1256

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