Patient Marketing Awareness 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 Marketing Awareness Specialist is a vital resource focused on enhancing patient understanding and awareness of our testing solutions, particularly Signatera, while providing education, support, and operational assistance. 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.

This role involves proactive engagement with patients through various communication channels to answer inquiries, provide information, and facilitate access to resources. The Specialist will ensure that patients are well-informed about their testing options, eligibility, and the process involved, while also addressing operational queries related to insurance, billing, and etc.

This role requires exceptional communication skills, empathy, attention to detail, and the ability to build trust while supporting patients through potentially complex healthcare experiences.

Key Responsibilities

• Conduct proactive outreach to patients, providing education about Signatera, its appropriateness for specific cancer types, and the testing process.

• Engage with patients via phone, SMS, email, and other approved communication channels to deliver a positive and informative experience.

• Address inquiries related to eligibility, test ordering processes, timing in relation to treatment, and MRD monitoring.

• Provide comprehensive information on costs, insurance coverage, and financial assistance options.

• 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.

• Assist patients in navigating the patient portal and accessing test results, ensuring a smooth experience.

• Gather patient feedback to enhance our programs and services, documenting insights for continuous improvement.

• Collaborate with healthcare providers, patient coordinators, and internal teams to support ongoing patient needs and inquiries.

• Maintain compliance with all privacy, regulatory, and communication requirements.

• Uphold compliance with all privacy, regulatory, and communication standards while demonstrating empathy and professionalism in all interactions.

Qualifications

• 2+ years of experience in patient support, customer service, healthcare operations, patient engagement, care coordination, or a related field. • Experience in a high-volume call center or outbound contact center setting, with a track record of managing large volumes of outbound calls and patient or customer follow-up.

• Bachelor’s degree 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.