Role Description

The Mobile Phlebotomy Associate reports to the Mobile Phlebotomy Manager and will work directly with Natera’s internal and external customers, including medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales.

• Deal directly with internal and external customers via telephone and electronic channels to obtain missing information needed for processing of submitted test samples based on assigned region, including:
  • Patient contact and health information
  • Physician and Clinic information
  • Billing information or medical insurance information
  • Requested tests to be processed
• Communicate test status per protocol to respective customers.
• Resend and/or request the resending of issued test results.
• Schedule requests for mobile phlebotomy.
• Support and/or triage respective customer technical issues.
• Triage and/or schedule clinical inquiries to/for Genetic Counseling staff.
• Support Sales team with account requests, including:
  • Account Set Up and changes
  • Placing kit/supply orders
  • Processing orders for pre-filled requisitions
  • Tracking orders
• Respond promptly to internal and external customer inquiries and complaints regarding missing and delayed test samples, results reports, and other relevant inquiries.
• Obtain and evaluate all relevant information to handle inquiries and complaints.
• Perform customer verifications.
• Direct or escalate requests and unresolvable issues as needed.
• Manage customers' accounts, documenting 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.
• Assist with mentoring and training new employees.
• Other duties may be assigned to meet business needs.
• Maintain knowledge of HIPAA policy and procedures and comply with Natera policies in handling and protecting patient privacy.
• Work with PHI on a regular basis both in paper and electronic form and have access to various technologies to access PHI to perform the job.
• Maintain a current status on Natera training requirements.

Qualifications

• High School degree or equivalent required.
• Two- or Four-year undergraduate degree or certification preferred.
• At least 2 years prior customer service experience.
• Multi-lingual skills are a strong plus.

Requirements

• Knowledge of customer service principles and practices.
• Ability to analyze, escalate, or resolve customer questions within established protocols.
• Must be adaptable, showing perseverance and engagement through regular change.
• Experienced with both phone and written customer support.
• Knowledge of administrative procedures and protocols.
• Knowledge of numeric, verbal, and written language applications.
• Intermediate proficiency with Microsoft Office and Google Suite apps (Drive, Gmail, G-Docs, G-Sheets).
• Excellence in attention to detail and organizational skills.
• Ability to maintain professionalism when communicating with customers.

Benefits

• Comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents.
• Free testing for Natera employees and their immediate families in addition to fertility care benefits.
• Pregnancy and baby bonding leave.
• 401k benefits.
• Commuter benefits.
• Generous employee referral program.