About this role.
This temporary Customer Experience Associate role at Natera involves partnering with internal teams and external customers to secure missing information for test samples, communicate test status, resolve inquiries, and maintain compliance with HIPAA. The position requires at least 2 years of customer service experience, proficiency with Salesforce CRM and other platforms, and strong communication skills. It is a fast-paced, high-volume environment emphasizing speed, ownership, and adaptability. The role reports to the Customer Experience Supervisor and includes training new employees.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
5/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Experience Associate (Temporary) position at Natera. With over two years of customer service experience and a strong proficiency in Salesforce CRM, I am confident in my ability to handle the fast-paced, high-volume environment described. My background includes managing customer inquiries via phone and digital channels, resolving issues promptly, and maintaining meticulous attention to detail while ensuring HIPAA compliance.
I thrive in roles that require adaptability and ownership, and I am eager to contribute to Natera's mission of advancing genetic testing. I am particularly drawn to your company's focus on oncology and women's health, and I am prepared to collaborate with internal teams and external partners to support seamless test processing and customer satisfaction.
Thank you for considering my application. I look forward to the opportunity to discuss how my skills align with the needs of your team.
Sincerely,
Your Name
Sample interview questions
I typically assess urgency and impact, using tools like ticketing systems to track requests. For example, I prioritize time-sensitive customer issues first, while ensuring routine tasks are scheduled efficiently.
I remained calm, listened actively, and empathized with their frustration. I then systematically gathered information, escalated when necessary, and followed up to ensure resolution. This approach de-escalated the situation and maintained customer trust.
I have used Salesforce to log customer inquiries, track case statuses, and document all interactions. This ensures accurate records and enables seamless handoffs between team members.
I strictly adhere to HIPAA guidelines by verifying identity, limiting data access to authorized personnel, and double-checking all information before entry. I also complete regular training updates to stay current with protocols.
When my previous company implemented a new CRM, I took the initiative to complete tutorials and practice features on my own. I also shadowed a colleague and created a cheat sheet to accelerate learning, which allowed me to use the system effectively within a week.
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 in the resolution process.
Manage customer accounts by documenting all interactions, communications, actions taken, and follow-ups.
Maintain working knowledge of all Natera genetic tests, required samples, turnaround times, required patient health information, request forms, and waivers.
Partner with new employees to provide training and onboarding support.
Maintain compliance with HIPAA policies and Natera procedures regarding patient privacy and Protected Health Information (PHI).
Complete and maintain all current Natera training requirements.
Step in to create clarity and maintain momentum when processes or expectations are undefined.
QUALIFICATIONS:
High School degree or equivalent required; Two- or Four-year undergraduate degree or certification preferred.
At least 2 years of prior customer service experience.
Multi-lingual skills are a strong plus.
Experience with Salesforce CRM, LIMS, Twilio, or other virtual communication platforms is preferred.
KNOWLEDGE, SKILLS, AND ABILITIES:
Knowledge of customer service principles, practices, administrative procedures, and protocols.
Ability to analyze, resolve, or escalate customer questions quickly and accurately within established protocols.
Operate with speed and adaptability in a fast-paced environment that requires perseverance through change.
Experience providing both phone and written customer support.
Intermediate proficiency with Microsoft Office and Google Suite applications.
High attention to detail, strong organizational skills, and professional communication standards.
OUR OPPORTUNITY
Natera™ 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.
The 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.
WHAT WE OFFER
Competitive 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!
For more information, visit www.natera.com.
Natera 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.
All 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.
If you are based in California, we encourage you to read this important information for California residents.
Link: https://www.natera.com/notice-of-data-collection-california-residents/
Please 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.
For more information:
– BBB announcement on job scams
– FBI Cyber Crime resource page
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