Customer Experience Advisor Jobs

Position Summary

Customer Experience Advisor responsibilities include managing a book of dedicated self pay accounts and requires fluency of Customer Associate (level 1) roles and responsibilities. Customer Advisor will communicate with internal and external, domestic and international customers consisting of medical professionals, patients, billing and sales by acting as a dedicated point of contact for self-pay accounts.

Primary Responsibilities

• Conducts thorough review of assigned accounts, navigating multiple portals and making updates to ensure cases are processed accurately
• Communicates directly with self-pay customers via telephone and electronic channels about balances, offering proactive payment options/compassionate care program where appropriate
• Assists with mentoring and training new employees
• 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 for SPI and CAPA documentation
• Manage escalated 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.
• Supports and processes international cases with exception processes
• Other duties may be assigned to meet business needs
• Responds promptly to internal and external customer inquiries outside Associate processes
• Special projects and other duties may be assigned to meet business needs
• Processes price transparency program cases
• Updates insurance information on file as requested by patients
• Assists in testing upgrades to and development of new customer care center tools

Qualifications

• At least 3 years customer service experience with 1-year experience working in level 2 or above escalated support.
• Two- or Four-year undergraduate degree or certification preferred;
• High School degree or equivalent required;
• Multilingual skills are a strong plus

Knowledge, Skills, And Abilities

• Excellence in de-escalating customer behavior
• Knowledge of administrative procedures and protocols
• Knowledge of customer service principles and practices
• Ability to analyze, escalate, or resolve customer questions within established protocols
• Adaptable. Show perseverance through regular change.
• Experienced with both phone and written customer support
• Intermediate proficiency with Microsoft Office and Google Suite apps (drive, Gmail, g-docs, g-sheets)
• Ability to maintain professionalism during escalated situations
• Knowledge of numeric, verbal, and written language applications
• Excellence in attention to detail and organization skills

Preferred Skills And Experience

• Data gathering, sorting, maintenance, and analysis
• Experience with LIMS, efax, secure email, and Salesforce

The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.

New York

$18—$25 USD

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

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 - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!

For more information, visit www.natera.com.

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.

All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.

If you are based in California, we encourage you to read this important information for California residents.

Link: https://www.natera.com/notice-of-data-collection-california-residents/

Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.

For More Information

• FBI Cyber Crime resource page
• BBB announcement on job scams