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Supervisor, Pathology Support



People & HR, Customer Service, Operations
Austin, TX, USA
Posted on Friday, May 26, 2023


The Supervisor, Customer Care Center (CCC) supervises Tier 1 and 2 customer care agents. Responsible for developing Customer Care Center to meet, maintain, and exceed required standards in productivity, quality, and accuracy while promoting a positive teamwork environment. Role is also 3rd level escalation for issues and escalated calls.


  • Provide daily direction to CCC agents and monitor productivity and service levels to meet CCC BaKPIs requirements.

  • Perform random quality checks for all agents to maintain highest standards of accuracy and quality.

  • Provide real-time and continual feedback/training regarding processes, accuracy, and professionalism.

  • Evaluate and provide to management opportunities for improvement in operations, efficiency, processes, training, team work, and morale to improve the experience for our customers and the CCC team.

  • Provide weekly performance metrics, feedback, and coaching for all agents.

  • Follow protocol on how to deliver aforementioned feedback to agents.

  • Available real time for CCC agents that are experiencing work and/or personal issues providing appropriate coaching, counseling, direction, and resolution.

  • Ensure employees have appropriate training and necessary resources to perform all duties.

  • Assist Manager of Customer Service with daily operation of CCC including development, analyses, implementation of staffing, training, scheduling, and reward/recognition programs.

  • Deal directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate clearly and logically root cause of issue and resolution for SPI and CAPA documentation.

  • Participate in SPI and CAPA reviews to determine opportunities for individual and team training to maintain adherence to processes and policy.

  • Interview and train employees.

  • Conduct performance appraisals.

  • Administer progressive discipline.

  • Perform special project tasks and assist team as needed.

  • Use good judgment in communication regarding department and/or employee concerns.

  • This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job.

  • Employee 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.


  • Bachelor’s degree or equivalent.

  • Minimum of 3 years customer service experience and 1 year of experience in a leadership role.

  • Customer Service in healthcare field or equivalent preferred


  • Ability to perform both Tier 1 and Tier 2 duties and processes.

  • Excellence in de-escalating customer behavior.

  • Root cause analysis and problem-solving skills.

  • Adaptability to change and self-starter.

  • Ability to promote a positive team environment.

  • Ability to deliver training, mentoring, and constructive feedback in professional manner.

  • Ability to de-escalate and resolve negative personnel interactions.

  • Knowledge of customer service principles and practices.

  • Experience in both phone and written customer support. Knowledge of administrative procedures and protocols.

  • Knowledge of numeric, oral, and written language applications.

  • Intermediate knowledge in Microsoft office apps and typing with excellence in spelling and grammar.

  • Excellence in attention to detail and organization skills.

  • Adaptability to change and self-starter. Ability to maintain professionalism during highly escalated situations.

Preferred Skills and Experience:

  • Experience with Desk.com, LIMS, efax, secure email, and Great Plains OM.

  • Problem analysis and problem solving.

  • Data collection and maintenance.

  • Bi-lingual a plus.


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.


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