• 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.