Regional Customer Support Specialist

Supports Natera’s Oncology 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. 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.