The Regional Customer Support Specialist, designated internally as the Territory Manager, plays a crucial role at Natera, a leader in genetic testing solutions. This position is focused on providing world-class customer service primarily to medical professionals and patients. The role also requires collaboration with cross-functional teams to ensure smooth operations in the ordering process and efficient reporting of results.
The position encompasses various essential responsibilities aimed at maintaining high customer satisfaction and service efficiency:
Respond promptly to both internal and external customer inquiries, acting as the primary contact for accounts and the Sales team.
Document all interactions, communications, actions taken, and follow-ups relating to customer inquiries and issues. This transparent documentation is critical for maintaining accurate records and ensuring the proper handling of accounts.
Build rapport with accounts, patients, and the Sales department to effectively resolve missing information, ensuring that turnaround time (TAT) goals are met consistently.
Communicate any delays or cancellations to customers and facilitate necessary actions, such as redrawing samples when needed.
Handle escalated customer issues directly, utilizing both telephone and electronic communication channels to research and resolve concerns. A clear and logical explanation of the root causes of issues and their resolutions is imperative in this process.
Gain familiarity with all oncology tests performed by Natera, understanding the required samples, TAT for results, and essential patient health information needed for test requests.
Participate in special projects and other duties as needed to support business requirements.
Work with Protected Health Information (PHI) regularly, ensuring compliance with privacy standards and maintaining an up-to-date knowledge of Natera’s training requirements.
To be eligible for this role, candidates should possess the following qualifications:
A two-year degree and/or 2-5 years of relevant experience; a four-year undergraduate degree is preferred.
Candidates should exhibit qualities of a skilled specialist, able to complete tasks in a resourceful and efficient manner.
It is essential for candidates to engage in continuous professional education.
Must complete training regarding HIPAA/PHI privacy, as well as general compliance and security training, within the first month of hire.
Successful candidates will demonstrate a range of knowledge and skills that will help them thrive in this role:
An excellence in de-escalating challenging customer interactions, demonstrating an ability to handle different behaviors compassionately and effectively.
Strong organizational skills are required to balance multiple client needs alongside internal stakeholder demands.
Analytical skills for problem analysis and resolution, demonstrating the ability to think critically about issues as they arise.
An adaptable mindset, being a self-starter, prepared to handle changes and challenges in a dynamic environment.
Familiarity with customer service principles and practices, as well as experience in delivering customer support both over the phone and in writing.
Comprehensive knowledge of administrative procedures and protocols to ensure a seamless workflow.
Candidates will need to possess specific abilities that will enable them to perform effectively:
Strong communication skills to articulate issues and solutions clearly.
Ability to quickly grasp and retain information about Natera's services and internal processes, particularly relating to the oncology tests conducted by the company.
The role of Regional Customer Support Specialist at Natera is a fulfilling opportunity for candidates eager to enhance their career while contributing positively to the healthcare and medical communities. The position emphasizes the importance of customer service excellence and effective communication skills in the healthcare sector.
This job offer was originally published on remoteOK.com
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