Client Services Associate I, Oncology (East Coast)

BillionToOne • New York, NY

3d • Remote

About The Position

BillionToOne is seeking a Client Services Associate I to provide exceptional service and support to customers of its Oncology tests. As part of the broader Client Services organization, the associate serves as a primary point of contact for physicians, oncology clinics, patients, and clinical and auxiliary staff, responding to internal and external customer inquiries and helping drive a positive patient and customer experience. This is a full-time remote position reporting to the Client Services Manager, with working hours Monday to Friday, 8:30 AM to 4:30 PM ET.

Requirements

• At least 1 year of prior client-facing experience.
• A four-year college degree or equivalent experience.
• Advanced organizational skills and the ability to handle multiple assignments simultaneously.
• Ability to work in a very fast-paced, demanding environment.
• Outstanding verbal, written, and presentation skills, including the ability to tailor messages to different audiences.
• Passion for creating a delightful experience for internal and external customers.
• Ability to independently analyze complex situations and implement appropriate solutions.

Nice To Haves

• Experience with CRM tools such as Salesforce or Zendesk.
• Proficiency or fluency in Spanish to assist the diverse customer base and support a seamless patient and client experience.
• Customer service experience in a diagnostic laboratory setting.

Responsibilities

• Engage customers in a positive and courteous manner to resolve issues and deliver the best possible customer experience.
• Respond professionally and articulately to phone, email, and web inquiries from physician offices, sales representatives, and patients.
• Address questions about technology, products and services, test-result status, costs, billing, and insurance coverage.
• Maintain precise and clear documentation of communications and follow-up activities.
• Collaborate with the laboratory to maintain accurate client information and support timely delivery of test results.
• Contact physicians and other medical personnel to obtain missing information from test orders.
• Enter and qualify new customer information in CRM and LIMS systems.
• Identify issues and trends and collaborate with commercial leadership to develop internal and external process best practices.
• Participate in cross-functional projects that contribute to building a world-class Customer Service organization.
• Represent the organization in intra-department or All Hands meetings as needed.

Benefits

• Multiple medical benefit options, with employee premiums paid 100% for select plans and dependent coverage up to 80%.
• Family Bonding Leave for eligible employees: 16 weeks, paid at 100%.
• Supplemental fertility benefits coverage.
• Retirement savings program with a 4% company match.
• Paid time off that increases with tenure.
• Competitive medical and dental coverage.
• Annual bonus eligibility.
• Latest hardware, including a laptop, lab equipment, and facilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level