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Customer Experience Advisor - Oncology
Company | Natera |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development,Biotechnology Research,Pharmaceutical Manufacturing |
Expires | 2023-06-22 |
Posted at | 11 months ago |
Position Summary
- Works on moderately difficult, special projects that requires judgment in resolving issues and other duties as assigned to meet business needs
- Supports and processes cases with exception processes
- Supports Territory Managers team to assist in improving test TAT
- Respond promptly to internal and external customer inquiries
- Deals directly with internal and external customers via telephone and electronic channels to research and resolve issues. Communicates clearly and logically a resolution to the customers question(s)
- 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
- This role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) in order to perform the job
- Document all information thoroughly and accurately
- Answer all incoming calls promptly and professionally with an emphasis on providing an exceptional customer experience
- Must maintain a current status on Natera training requirements
- Develop knowledge and skills through formal training and apply it to complete multiple tasks
- Two year degree and/or 3 years minimum customer service experience, undergraduate degree desired
- 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
- Problem analysis and problem solving skills
- Intermediate knowledge in Microsoft office apps and typing with excellence in spelling and grammar
- Knowledge of administrative procedures and protocols
- Adaptability to change and self-starter
- Ability to maintain professionalism at all times
- Experience in both phone and written customer support
- Knowledge of customer service principles and practices
- Knowledge of numeric, oral, and written language applications
- Excellence in attention to detail and organization skills
- Excellence in de-escalating customer behavior
- Data collection and maintenance
- Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud based call center functionalities
- Bi-lingual a plus
- Problem analysis and problem solving
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