POSITION SUMMARY:

Mobile Phlebotomy Associate reports to Mobile Phlebotomy Manager and will work directly with Natera’s internal and external, domestic and international customers consisting of medical professionals, patients, and sales by assisting across a wide range of interactions. 

PRIMARY RESPONSIBILITIES:

• Deals 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. Necessary information includes:
• Requested tests to be processed
• Deals directly with internal and external customers via telephone and electronic channels to:
• Communicate test status per protocol to respective customers
• Schedule requests for mobile phlebotomy
• Placing kit/supply orders
• Tracking orders
• Respond promptly to internal and external customer inquiries and complaints regarding missing and delayed appointment, 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, document all customer interactions, communications, actions taken, and follow ups
• Familiarity with all genetic tests performed by Natera, including samples needed
• Assists with mentoring and training new employees
• Other duties may be assigned to meet business needs
• Employee will have working knowledge of HIPAA policy and procedures and must comply with Natera policies in handling and protecting patient privacy.
• 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.

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
•  

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of customer service principles and practices
• Ability to analyze, escalate, or resolve customer questions within established protocols
• Must be adaptable. Show 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 organization skills
• Ability to maintain professionalism when communicating with customers 

PHYSICAL DEMANDS & WORK ENVIRONMENT:

• This position requires the ability to use a computer keyboard, communicate over the telephone and read printed material.
• Duties may require working outside normal working hours (evenings and weekends) at times.