[Remote] Regional Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Natera is a global leader in cell-free DNA testing dedicated to oncology, women’s health, and organ health. The Regional Customer Support Specialist will provide world-class service to customers, ensuring a smooth ordering process and prompt resolution of inquiries while working closely with medical professionals and internal teams.ResponsibilitiesRespond promptly to internal and external customer inquiriesServe as the lead contact for accounts and Sales and document all interactions, communications, actions taken, and follow upsBuild rapport with accounts, patients and Sales to resolve missing information in a timely manner, ensuring TAT is metCommunicate delays and cancellations to customers and help facilitate redraw of samples as neededDeals 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 resolutionFamiliarity 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 waiversSpecial projects and other duties may be assigned to meet business needsThis 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 jobMust maintain a current status on Natera training requirementsSkillsTwo year degree and/or 2-5 years of related experience, undergraduate degree preferredSkilled specialist, completes tasks in a resourceful and efficient mannerAdvanced professional growth educationMust complete training relating to HIPAA/PHI privacy, general policies and procedure compliance training and security training as soon as possible but not later than the first 30 days of hireExcellence in de-escalating customer behaviorExcellent organizational skills and ability to balance multiple client needs and internal stakeholdersProblem analysis and problem solving skillsAdaptability to change and self-starterKnowledge of customer service principles and practicesExperience in both phone and written customer supportKnowledge of administrative procedures and protocolsKnowledge of numeric, oral, and written language applicationsIntermediate knowledge in GSuite applications and typing with excellence in spelling and grammarExcellence in attention to detail and critical thinkingAbility to maintain professionalism during highly escalated situationsExperience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud based call center functionalitiesProblem analysis and problem solvingData collection and maintenanceBilingual is a plusBenefitsComprehensive medical, dental, vision, life and disability plans for eligible employees and their dependentsNatera employees and their immediate families receive free testing in addition to fertility care benefitsPregnancy and baby bonding leave401k benefitsCommuter benefitsGenerous employee referral programCompany OverviewNatera specializes in cell-free DNA testing to provide a more targeted interventions to oncology, women's health, and organ health. It was founded in 2004, and is headquartered in San Carlos, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.natera.com/.Company H1B SponsorshipNatera has a track record of offering H1B sponsorships, with 6 in 2026, 90 in 2025, 72 in 2024, 37 in 2023, 71 in 2022, 64 in 2021, 40 in 2020. Please note that this does not guarantee sponsorship for this specific role.