[Hiring] Client Services Associate I, Oncology @BillionToOne

Role Description

We are looking for a Client Services Associate I, Oncology (East Coast) to provide exceptional service and support to BillionToOne's customers. This role is part of a broader Client Services organization.

The Client Services Associate holds a pivotal role in the organization as he/she will act as the face of BillionToOne for our customers including physicians, Oncology clinics, patients, clinical and auxiliary staff. The CSA will be on the front lines of all internal and external customer inquiries supporting BillionToOne’s Oncology tests. The ideal candidate for this role is an ambitious and intelligent individual who is highly self-motivated and can effortlessly help drive and influence a positive patient and customer experience. The Client Services Associate I is a full-time remote position and reports to the Client Services Manager.

Working hours are Monday to Friday, 8:30 AM to 4:30 PM ET.

Responsibilities:

• Engage customers in a positive and courteous manner to resolve issues and deliver the best possible customer experience.
• Oversee and effectively respond to all types of communication in a professional and articulate manner: phone, email, and web inquiries from customers (physician offices), sales representatives, and patients.
• Handle a variety of inquiries, including questions about our technology, products, and services, status of test results, costs, billing, and insurance coverage.
• Keep precise and clear documentation of all communications and follow-up activities.
• Collaborate with our laboratory to ensure that client information is accurately maintained and help to ensure the timely delivery of test results.
• Contact physicians and other medical personnel to obtain missing information from test orders.
• Enter and qualify new customer information into CRM and LIMS systems.
• Identify issues and trends and collaborate with commercial leadership to develop best practices for internal and external processes.
• Participate in cross-functional projects that extend beyond routine responsibilities to contribute to building a world-class Customer Service organization.
• Represent the organization during intra-department meetings or All Hands meetings as needed.

Qualifications

• 1+ years of prior client-facing experience.
• 4-year college degree (or equivalent in experience).
• Experience with CRM tools (Salesforce, Zendesk, etc.) is a plus.
• Advanced organizational skills with the ability to handle multiple assignments simultaneously.
• Ability to work in a very fast-paced, demanding environment.
• Outstanding verbal, written, and presentation skills - ability to effectively tailor messages to different audiences.
• Passion for creating a delightful experience for internal and external customers.
• Ability to analyze complex situations independently and implement appropriate solutions.

Requirements

• Proficiency or fluency in Spanish to effectively assist our diverse customer base and ensure a seamless patient and client experience.
• Customer service experience in diagnostic laboratory setting.

Benefits

• Working alongside brilliant, kind, passionate and dedicated colleagues, in an empowering environment, toward a global vision, striving for a future in which transformative molecular diagnostics can help millions of patients.
• Open, transparent culture that includes weekly Town Hall meetings.
• The ability to indirectly or directly change the lives of hundreds of thousands of patients.
• Multiple medical benefit options; employee premiums paid 100% of select plans, dependents covered up to 80%.
• Extremely generous Family Bonding Leave for eligible employees (16 weeks, paid at 100%).
• Supplemental fertility benefits coverage.
• Retirement savings program including a 4% Company match.
• Increase paid time off with increased tenure.
• Latest and greatest hardware (laptop, lab equipment, facilities).
• Competitive base pay, corporate bonus program, and industry leading company benefits (free healthcare options, 401k match, very generous fully paid parental leave, etc.).
• The base pay rate for this role is $29.34 per hour. This position is eligible for an annual bonus. Together, the total four-year value of base and target bonus is up to approximately $269,000.
• Competitive medical and dental coverage and a 401(k) with company match.