Customer Experience Associate (Temporary)

Customer Experience Associate (Temporary)

POSITION SUMMARY: The Customer Experience Associate (Temporary) reports to the Customer Experience Supervisor. This role works directly with Natera’s internal teams and external domestic and international customers, including medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales. This is a fast-paced, high-volume environment where speed, execution, and ownership are critical. Note: This is a temporary position.

PRIMARY RESPONSIBILITIES:

• Partner with internal and external customers via phone and digital channels to secure missing information required for processing submitted test samples.
• Gather necessary patient contact, health, physician, clinic, billing, and medical insurance information.
• Communicate test status, resend test results, and schedule requests for mobile phlebotomy.
• Triage customer technical issues and clinical inquiries to Genetic Counseling staff.
• Own account requests for the Sales team, driving fast and accurate account setups, kit and supply orders, medical order processing, and order tracking.
• Resolve customer inquiries and escalations regarding missing or delayed test samples and result reports.
• Perform customer verifications and obtain all relevant information to evaluate and handle complaints.
• Escalate unresolvable issues clearly and maintain momentum in the resolution process.