[Hiring] Patient Outreach and Support Specialist @Natera

Role Description

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.

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.

Requirements

• 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.

Benefits

• Comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents.
• Free testing for Natera employees and their immediate families, in addition to fertility care benefits.
• Pregnancy and baby bonding leave.
• 401k benefits.
• Commuter benefits.
• Generous employee referral program.

Company Description

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.