Patient Outreach and Support Specialist-Temp at Natera

United States

Patient Outreach and Support Specialist Position Summary: Natera’s portfolio of innovative molecular and genetic testing solutions helps patients and providers make informed healthcare decisions throughout the patient journey. The Patient Outreach & Support Specialist serves as a patient-focused resource responsible for conducting proactive outreach, providing education, gathering feedback, and supporting patients after testing. Working within the Patient Coordinator organization, this role helps ensure patients have access to the information, resources, and support needed to navigate their ongoing care journey. The Specialist engages patients through phone, SMS, email, and other approved communication channels to answer questions, identify potential barriers to care, provide educational resources, and facilitate coordination with healthcare providers and internal Natera teams when appropriate. This role requires exceptional communication skills, empathy, attention to detail, and the ability to build trust while supporting patients through potentially complex healthcare experiences. Bilingual Spanish preferred. Key Responsibilities: • Conduct proactive outreach to patients following testing to provide support, education, and resource navigation. • Engage patients through phone, SMS, email, and other approved communication channels while delivering a positive and professional customer experience. • Educate patients on testing processes, available resources, patient portal tools, scheduling options, and other relevant support services. • Gather patient feedback regarding their testing experience and document insights that help improve patient programs and services. • Identify and help address common barriers to care, including scheduling challenges, provider communication needs, access to resources, and general process questions. • Provide patients with approved educational materials, discussion guides, and support resources. • Coordinate with Patient Coordinators, field teams, provider offices, and other internal stakeholders to support patient needs. • Escalate clinical, billing, technical, or service-related concerns to the appropriate internal teams. • Maintain accurate documentation of all patient interactions and follow-up activities within Salesforce and other internal systems. • Support outreach initiatives, patient education programs, and operational projects designed to improve the overall patient experience. • Maintain compliance with all privacy, regulatory, and communication requirements. • Demonstrate empathy, professionalism, and sound judgment when interacting with patients and caregivers. Qualifications: • 2+ years of experience in patient support, customer service, healthcare operations, patient engagement, care coordination, or a related field. • Bachelor’s degree preferred. • Experience interacting directly with patients or customers in a healthcare or service- oriented environment preferred. • Strong verbal and written communication skills with the ability to explain complex information in a clear and supportive manner. • Excellent listening skills and ability to navigate sensitive conversations with empathy and professionalism. • Strong organizational skills and ability to manage multiple priorities in a fast-paced environment. • Experience using Salesforce or similar CRM platforms preferred. • Proficiency with Microsoft Office applications, including Excel and Word. • Bilingual Spanish preferred. Core Competencies • Patient-centered communication • Relationship building • Active listening • Problem solving • Attention to detail • Collaboration • Adaptability • Professional judgment • Time management • Compliance and confidentiality Compliance & Training Requirements: • Handle PHI in both electronic and paper formats in accordance with company policies. • Complete HIPAA/PHI privacy, compliance, and security training within 30 days of hire. • Maintain ongoing compliance with all Natera training requirements. • Adhere to all patient communication, documentation, privacy, and regulatory requirements. The 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. Remote USA $30—$30 USD 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