Patient Coordinator

POSITION SUMMARY:
The Organ Health Patient Coordinator (PC) is the primary point of contact and dedicated advocate for patients undergoing organ health genetic testing. This role sits at the heart of Natera's mission — ensuring that every patient is supported, informed, and guided with care through each step of their testing journey. This position will be focused on growing the relationship between Natera and its patients to ensure timely management of testing.  Organ Health patients may require a single test or ongoing, long-term monitoring — in either case, the relationships PCs build are essential, whether that means earning the trust of a new patient to complete their first draw or maintaining continuity with patients throughout a recurring testing journey. A natural drive to overcome objections and convert hesitant patients into confident ones is key to growing the business and ensuring no patient is left behind.

PRIMARY RESPONSIBILITIES:

• Serve as the patient's dedicated advocate and single point of contact for all things related to their Organ Health testing experience.
• Assess the needs of patients with a focus on customer support, coordination of logistics, and problem solving.
• Set accurate expectations around sample collection scheduling, turnaround time, billing, and next steps to ensure patients feel informed and confident.
• Respond to patient-generated marketing leads and conduct outbound outreach for applicable patient identification and monitoring programs.
• Appropriately triage and escalate complex issues to cross-functional partners including the MP Team, Organ Health Specialists (OHS/Sales), Territory Managers, Customer Experience, and Billing Teams.
• Participate in rotating weekend on-call coverage to ensure urgent patient needs are addressed in a timely manner.
• Maintain and support a service-oriented relationship with patients
• Ensure all data and analysis requests from different parts of the organization are addressed in a timely manner.
• Identify, nurture and grow patient relationships in order to influence and schedule ongoing testing.
• Performs other duties as assigned.
• This role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) in order to perform the job.
• Adhere strictly to HIPAA regulations, including verifying patient identity on every interaction conducted.
• Employees must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire.
• Must maintain a current status on Natera training requirements.

QUALIFICATIONS:

• Minimum of 2 years of Call Center experience in an inbound and outbound capacity, patient services, or healthcare customer support role.
• Minimum of 2 years of sales experience 
• Background in medical or biological sciences preferred

KNOWLEDGE, SKILLS, AND ABILITIES:

• Genuine empathy and compassion; Strong active listening and rapport-building skills with the ability to handle emotionally complex conversations professionally.
• Ability to think strategically as well as execute tactically
• Emphasis on competitive analysis and team first attitude.
• Ability to relate and educate our technology to potential patients
• Comfortable navigating multiple systems and tools simultaneously.
• Self-motivation, with the desire and capacity to work both independently and collaboratively
• Must act with a sense of urgency
• Excellent organizational and communication skills (written and verbal)