Client Services Associate I, Prenatal

About the role

BillionToOne is seeking a dedicated Client Services Associate I to join our team and provide exceptional support to our clients involved in prenatal testing. This role is vital in ensuring that healthcare professionals, patients, and internal teams receive timely and accurate assistance throughout the testing process. The successful candidate will be responsible for managing a high volume of customer interactions, maintaining detailed records, and collaborating across departments to facilitate smooth operations. The position offers an opportunity to work in a fast-paced environment where attention to detail and excellent communication skills are essential. The role requires on-site presence at our office in Union City, CA, and is ideal for someone eager to contribute to innovative healthcare solutions while developing their customer service expertise.

Key facts

What you'll do

• Initiate contact with clients via phone, email, and web to gather necessary information for test orders, ensuring a personalized and professional approach.
• Follow up on cases in the queue, maintaining consistent communication until issues are resolved and customer needs are met.
• Document all interactions, follow-up attempts, and case details accurately within CRM and LIMS systems to ensure comprehensive record-keeping.
• Update and verify customer and order information in internal databases to maintain data integrity and facilitate seamless processing.
• Manage a caseload of approximately 40 to 60 cases daily, prioritizing tasks to ensure timely resolution and high-quality service.
• Respond promptly and professionally to inquiries from customers, sales representatives, and internal teams via multiple communication channels, including phone, email, and web.
• Collaborate closely with laboratory personnel, data entry teams, sales, billing, and support departments to ensure accurate order processing, reporting, and issue resolution.
• Identify recurring issues or workflow bottlenecks, escalate trends to management, and contribute to process improvement initiatives.
• Assist with cross-functional tasks, including updating documentation, supporting new process implementations, and participating in team meetings.
• Maintain a strong understanding of the company's prenatal testing services, procedures, and policies to provide accurate information and support.
• Support the onboarding of new clients by guiding them through initial steps and ensuring a smooth start to their testing experience.
• Contribute to a positive team environment by sharing feedback, participating in training, and adhering to company standards of customer service.

Requirements

• Prior experience in a customer-facing role such as customer service, inside sales, or call center support, preferably within healthcare or diagnostic laboratories.
• Bachelor's degree or equivalent professional experience demonstrating strong communication and organizational skills.
• Proven ability to handle a high-volume workload with efficiency and accuracy in a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to convey information clearly and professionally.
• Strong attention to detail to ensure accurate documentation and data entry.
• Ability to learn quickly, navigate multiple systems, and resolve issues independently while maintaining a positive attitude.
• Demonstrated commitment to delivering a high level of customer satisfaction and professionalism.
• Capable of managing multiple priorities and maintaining composure under pressure.
• Willingness to work onsite at the Union City, CA office during scheduled business hours.

Nice to have

• Experience with CRM platforms such as Salesforce, Zendesk, or similar tools to manage customer interactions and data.
• Background working in healthcare, diagnostic laboratories, or medical offices, with familiarity of medical terminology and processes.
• Experience managing outbound call queues or scheduled follow-ups, demonstrating organizational skills and persistence.
• Bilingual abilities, particularly in Spanish, to support a diverse client base and improve communication with non-English speaking customers.
• Knowledge of prenatal testing procedures, laboratory workflows, or related healthcare services.

Skills & tools

• Proficiency in CRM and LIMS systems for documentation, case management, and communication.
• Strong organizational skills to manage multiple cases and follow-up tasks efficiently.
• Excellent communication skills, both verbal and written, to interact professionally with clients and internal teams.
• Ability to work collaboratively within a team environment, sharing information and supporting colleagues.
• Adaptability to learn new systems and procedures quickly, maintaining flexibility in a dynamic setting.
• Problem-solving skills to identify issues, escalate appropriately, and contribute to process improvements.

Practical notes

This role requires onsite presence at our Union City, CA office. Business hours are Monday to Friday or Tuesday to Saturday, from 8:00 AM to 5:00 PM PT, depending on operational needs. The position offers an annual salary of $66,123, which includes a base pay of $28.90 per hour. The company provides a comprehensive benefits package and values diversity and inclusion in the workplace. Candidates should be prepared to work in a fast-paced environment that demands attention to detail, excellent communication, and a proactive approach to customer service. The role is ideal for individuals looking to grow their career in healthcare support and customer service within a cutting-edge biotech company committed to improving prenatal diagnostics.