•          Serve as first point of contact to support Patients on Pre-test queries

•          Interact directly with internal and external customers via telephone (inbound & outbound) and electronic channels (e.g., email, SMS, live chat) regarding requests from prospective patients to know the test cost if they decide to get tested.    

•          Respond promptly to internal and external customer inquiries

•          Responsible for day-to-day work and adherence to process flows

•          Action Service Requests

•          Ensure compliance to obligations as per Client Contractual agreement and Natera’s SOPs. 

•          Ensure all records and documents maintenance as per organizational requirements

•          Support and/or triage respective customer technical issues

•          Triage and/or schedule clinical inquiries to/for Genetic Counseling staff

•          Report to the Team Lead on performance, query status and any escalations

•          Participate in cross-functional and cross-business process improvement initiatives

•          Obtain and evaluate all relevant information to handle inquiries and complaints

•          Direct or escalate requests and unresolvable issues as needed