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.