Customer Experience Associate

✨ What you’ll be working on

Natera is a healthcare company focused on genetic testing and diagnostics. Its services support patients, providers, and medical teams by helping process tests, communicate results, and manage sensitive health-related information across different stages of care.

Because of that, this role isn’t just standard customer support. You’ll be working around medical testing workflows, patient information, billing details, physician and clinic coordination, and privacy-sensitive communication. So while it’s still a customer-facing role, it comes with more responsibility than a typical retail or general support job.

What this role is really about

As a Customer Experience Associate, your job is to help keep Natera’s testing and support process moving without delays.

A big part of the role is following up on missing information that’s needed to process submitted test samples. That might include patient contact details, billing or insurance information, clinic information, physician details, or other supporting information tied to a test order.

You’ll also help answer status questions, resend results, support account requests, coordinate supply or kit orders, and escalate more complex clinical or technical questions to the right internal teams.

This role sits in the middle of:

• customer support
• patient / provider coordination
• order and account support
• documentation and follow-up
• healthcare operations support

So if you’re the kind of person who likes keeping moving pieces organized, following through on details, and helping solve issues before they stall the process, this role has a lot of that.

What you’ll be working on

In simple terms, your job is to make sure missing details, account issues, customer questions, and order-related problems don’t slow down Natera’s testing process.

You’ll work with internal teams and outside customers to collect required information, update records, answer questions about test status, handle account requests, and help resolve issues tied to test samples, result reports, billing details, and customer escalations.

This role sits in the middle of customer support + patient information coordination + healthcare operations + account management support.

What you’ll be doing

Here’s what the day-to-day work will likely look like:

• Contact internal and external customers by phone and digital channels to collect missing information needed to process test samples
• Gather and confirm patient contact details, physician and clinic information, billing information, insurance details, and health-related information
• Share test status updates, resend test results when needed, and help coordinate mobile phlebotomy requests
• Triage technical issues or clinical questions to the appropriate teams, including Genetic Counseling staff
• Support the Sales team with account-related requests, including account setups, kit and supply orders, medical order processing, and order tracking
• Resolve customer questions about missing samples, delayed samples, delayed result reports, and account-related issues
• Verify customer details and collect all relevant information needed to investigate complaints or service issues
• Escalate issues that can’t be solved directly while keeping the resolution process moving forward
• Document every customer interaction, update account notes, track actions taken, and manage follow-ups properly
• Learn Natera’s testing workflows, sample requirements, turnaround times, forms, waivers, and required patient information
• Help with onboarding or training support for new team members when needed
• Follow HIPAA and patient privacy rules carefully when handling protected health information
• Stay current on internal training and compliance requirements
• Step in when a process is messy or unclear and help create structure so things don’t get stuck

What Natera is looking for

Natera is looking for someone who can handle a lot of moving parts without losing accuracy or professionalism.

You’ll likely be a strong fit if you have:

• At least 2 years of customer service experience
• Experience handling customer support through both phone and written channels
• Strong attention to detail and the ability to stay organized in a high-volume environment
• Good communication skills and a professional tone when speaking with patients, providers, or internal teams
• The ability to solve straightforward customer issues quickly and know when something needs to be escalated
• Comfort working in a fast-paced environment where priorities can shift and processes may not always be perfect
• Basic to intermediate experience with Microsoft Office and Google Workspace / Google Suite
• A calm, steady work style when handling complaints, delays, missing information, or frustrated customers

Extra qualifications that could help

You may stand out more if you also have:

• Experience in healthcare support, medical office support, patient coordination, or lab-related customer service
• Experience with Salesforce, LIMS, Twilio, or similar customer / communication tools
• Multilingual skills
• A two-year or four-year degree, though it’s listed as preferred rather than required

Why this role stands out

A lot of temporary customer support jobs are vague and generic. This one is pretty specific about the kind of work you’ll actually be doing.

You’re not just answering random support tickets. You’re helping keep a healthcare testing workflow moving by collecting missing details, supporting patients and providers, coordinating account requests, and making sure delays don’t spiral into bigger issues.

It’s also a good fit for someone who likes structured, operations-heavy support work rather than purely sales-driven customer success roles. If you’re comfortable with process, documentation, follow-up, and sensitive healthcare-related communication, this role has more substance than a standard “customer service rep” listing.