Client Services Associate I, Oncology (East Coast)

BillionToOne • Union City, CA

3d • Remote

About The Position

BillionToOne is seeking a Client Services Associate I to provide customer service and support for its Oncology tests. The associate is a key point of contact for physicians, oncology clinics, patients, and clinical and auxiliary staff, handling internal and external inquiries and helping drive a positive patient and customer experience. This is a full-time remote position reporting to the Client Services Manager. Working hours are Monday to Friday, 8:30 AM to 4:30 PM ET.

Requirements

• At least 1 year of prior client-facing experience.
• Four-year college degree or equivalent experience.
• Strong organizational skills and ability to manage multiple assignments simultaneously.
• Ability to work in a fast-paced, demanding environment.
• Outstanding verbal, written, and presentation skills, including the ability to tailor communications to different audiences.
• Passion for creating a positive 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 support the company's diverse customer base.
• Customer service experience in a diagnostic laboratory setting.

Responsibilities

• Engage customers courteously and positively to resolve issues and provide a strong customer experience.
• Respond professionally to phone, email, and web inquiries from physician offices, sales representatives, and patients.
• Answer questions about technology, products, services, test-result status, costs, billing, and insurance coverage.
• Maintain accurate 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 for test orders.
• Enter and qualify new customer information in CRM and LIMS systems.
• Identify issues and trends and work with commercial leadership to develop process best practices.
• Participate in cross-functional projects to help build the Customer Service organization.
• Represent the organization at intra-department meetings or All Hands meetings as needed.

Benefits

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

What This Job Offers

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