{"id":2746022,"url":"https://alion.io/job/natera-customer-experience-associate","title":"Customer Experience Associate","company":{"id":3078,"name":"Natera","domain":"natera.com","url":"https://alion.io/company/natera","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":83,"open_postings":26,"ghost_share":0.077,"stale_share":0.423,"repost_share":0.115,"time_to_fill_p50_days":48,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":76000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":258},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Gmail","optional":false},{"name":"HIPAA","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":true},{"name":"Twilio","optional":true}],"status":"closed","first_seen_at":"2026-10-16T21:55:44Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-17T18:38:20Z","board_verified":false,"closed_at":"2026-10-17T18:38:20Z","days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"POSITION SUMMARY:\nCustomer Experience Associate reports to Customer Experience Supervisor and will work directly with Natera’s internal and external, domestic and international customers consisting of medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales by assisting across a wide range of interactions. \nPRIMARY RESPONSIBILITIES:\nDeals 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:\nPatient contact and health information\n\nPhysician and Clinic information\n\nBilling information or medical insurance information\n\nRequested tests to be processed\n\nDeals directly with internal and external customers via telephone and electronic channels to:\nCommunicate test status per protocol to respective customers\n\nResend and/or request the resending of issued test results\n\nSchedule requests for mobile phlebotomy \n\nSupport and/or triage respective customer technical issues\n\nTriage and/or schedule clinical inquiries to/for Genetic Counseling staff \n\nSupports Sales team processing the following account requests\nAccount Set Up and changes\n\nPlacing kit/supply orders\n\nProcessing orders for pre-filled requisitions\n\nTracking orders\n\nRespond promptly to internal and external customer inquiries and complaints regarding missing and delayed test samples, results reports, and other relevant inquiries\n\nObtain and evaluate all relevant information to handle inquiries and complaints\n\nPerform customer verifications\n\nDirect or escalate requests and unresolvable issues as needed\n\nManage customers' accounts, document all customer interactions, communications, actions taken, and follow ups\n\nFamiliarity 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.\n\nAssists with mentoring and training new employees\n\nOther duties may be assigned to meet business needs\n\nEmployee will have working knowledge of HIPAA policy and procedures and must comply with Natera policies in handling and protecting patient privacy.\n\nThis 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\n\nMust maintain a current status on Natera training requirements.\n\nQUALIFICATIONS:\nHigh School degree or equivalent required; \n\nTwo- or Four-year undergraduate degree or certification preferred;\n\nAt least 2 years prior customer service experience;\n\nMulti-lingual skills are a strong plus\n\nKNOWLEDGE, SKILLS, AND ABILITIES:\nKnowledge of customer service principles and practices\n\nAbility to analyze, escalate, or resolve customer questions within established protocols\n\nMust be adaptable. Show perseverance and engagement through regular change.\n\nExperienced with both phone and written customer support\n\nKnowledge of administrative procedures and protocols\n\nKnowledge of numeric, verbal, and written language applications\n\nIntermediate proficiency with Microsoft Office and Google Suite apps (drive, Gmail, g-docs, g-sheets)\n\nExcellence in attention to detail and organization skills\n\nAbility to maintain professionalism when communicating with customers \n\nPreferred Skills and Experience\nExperience with Salesforce CRM platform, LIMS, Twilio or other virtual telephony/communication platform\n\nData gathering, sorting, maintenance, and analysis\n\nThe pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.\nRemote USA\n$18—$21 USD\nOUR OPPORTUNITY\nNatera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.\nThe Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.\nWHAT WE OFFER\nCompetitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!\nFor more information, visit www.natera.com.\nNatera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.\nAll qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.\nIf you are based in California, we encourage you to read this important information for California residents. \nLink: https://www.natera.com/notice-of-data-collection-california-residents/\nPlease be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.\nFor more information:\n- BBB announcement on job scams \n- FBI Cyber Crime resource page","description_format":"text","description_chars":6788,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Health insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Diagnostic Tests & IVD","Genomics & Genetic Testing","Precision Medicine"],"lifecycle":[{"event":"open","at":"2026-10-16T22:24:04Z"},{"event":"close","at":"2026-10-17T18:38:20Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 74 · green card filings: 31","filings_12m":74,"filings_prev_12m":77,"green_card_filings_12m":31,"median_offered_wage_usd":134690,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":null,"pay":null,"html_url":"https://alion.io/job/natera-customer-experience-associate","json_url":"https://alion.io/job/natera-customer-experience-associate.json","meta":{"generated_at":"2026-10-18T03:11:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5003,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3078},"rest":"https://alion.io/mcp/rest/get_company?id=3078"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnatera-customer-experience-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnatera-customer-experience-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnatera-customer-experience-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/natera-customer-experience-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnatera-customer-experience-associate"}]}