Regional Customer Support Specialist - Temp-to-Hire Opportunity

Position Type: Temporary-to-hire. This role begins as a temporary assignment, with the opportunity to convert to a full-time Natera employee based on performance and business need.

Position Summary

The Regional Customer Support Specialist, known internally as a Territory Manager, supports Natera's Oncology division and provides world-class service to medical professionals, patients, and cross-functional internal and external teams. You will work closely with customers and sales representatives to keep the ordering process smooth and results reporting fast. This role requires the ability to work independently, multi-task, and use critical thinking to resolve issues in a timely manner.

Primary Responsibilities

• Respond promptly to internal and external customer inquiries.
• Serve as the lead contact for assigned accounts and Sales, documenting all interactions, actions taken, and follow-ups.
• Build rapport with accounts, patients, and Sales to resolve missing information quickly and meet turnaround time (TAT) targets.
• Communicate delays and cancellations to customers and help coordinate sample redraws as needed.
• Work directly with internal and external customers by phone and electronic channels to research and resolve escalated issues, clearly explaining the root cause and resolution.
• Maintain working knowledge of Natera's oncology tests, including sample requirements, TAT to results, required patient health information, proper completion of request forms, and required waivers.
• Take on special projects and other duties as needed to meet business needs.
• Handle PHI regularly in both paper and electronic form, using approved systems and technologies to do so.
• Stay current on all Natera training requirements.

Qualifications

• Two-year degree and/or 2-5 years of related experience; bachelor's degree preferred.
• Proven ability to complete tasks resourcefully and efficiently.
• Commitment to continued professional growth and education.
• Completion of HIPAA/PHI privacy, policy and procedure compliance, and security training as soon as possible, and no later than 30 days from start date.

Knowledge, Skills, and Abilities

• Strong de-escalation skills and the ability to stay professional in highly escalated situations.
• Excellent organizational skills, with the ability to balance multiple client needs and internal stakeholders.
• Strong problem analysis, problem-solving, and critical thinking skills.
• Adaptable, self-starting, and comfortable with change.
• Knowledge of customer service principles and practices.
• Experience providing both phone and written customer support.
• Knowledge of administrative procedures and protocols.
• Strong numeric, verbal, and written communication skills, with excellent spelling and grammar.
• Intermediate proficiency in G Suite applications.
• Exceptional attention to detail.

Preferred Skills and Experience

• Experience with Salesforce Service Cloud, laboratory information management systems (LIMS), customer portals, eFax, secure email, and cloud-based call center tools.
• Data collection and maintenance experience.
• Bilingual is a plus.