Regional Customer Support Specialist
Role Overview
This mid-level role as a Regional Customer Support Specialist involves providing world-class service to medical professionals, patients, and internal teams by managing customer inquiries, resolving escalated issues, and ensuring smooth ordering processes for oncology tests. The hire will work independently, multitask, and use critical thinking to meet turnaround times, impacting customer satisfaction and operational efficiency. It requires handling PHI regularly and collaborating with sales representatives to facilitate sample redraws and communicate delays.
Perks & Benefits
This is a fully remote position based in the US, offering flexibility in work location. The role includes opportunities for professional growth through advanced education and training in HIPAA/PHI compliance, with a focus on adaptability and self-starting. While specific benefits aren't detailed, typical perks for remote tech jobs may include health insurance and career development support, with an emphasis on a structured onboarding process within the first 30 days.
Full Job Description
POSITION SUMMARY: The Regional Customer Support Specialist, known internally as Territory Manager, supports Natera’s division and provides world class service to customers consisting of medical professionals, patients and cross functional internal and external teams. This position primarily consists of working with customers and sales representatives to ensure a smooth ordering process and quick reporting of results. Requires ability to work independently, multi-task, and use critical thinking skills to resolve issues in a timely manner.
PRIMARY RESPONSIBILITIES
Respond promptly to internal and external customer inquiries.
Serve as the lead contact for accounts and Sales and document all interactions, communications, actions taken, and follow ups.
Build rapport with accounts, patients and Sales to resolve missing information in a timely manner, ensuring TAT is met.
Communicate delays and cancellations to customers and help facilitate redraw of samples as needed.
Deals directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate clearly and logically root cause of issue and resolution.
Familiarity with all oncology tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers.
Special projects and 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.
Must maintain a current status on Natera training requirements.
QUALIFICATIONS
Two year degree and/or 2-5 years of related experience, undergraduate degree preferred.
Skilled specialist, completes tasks in a resourceful and efficient manner.
Advanced professional growth education.
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.
KNOWLEDGE, SKILLS, AND ABILITIES
Excellence in de-escalating customer behavior.
Excellent organizational skills and ability to balance multiple client needs and internal stakeholders.
Problem analysis and problem solving skills.
Adaptability to change and self-starter.
Knowledge of customer service principles and practices.
Experience in both phone and written customer support.
Knowledge of administrative procedures and protocols.
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