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...