Client Services Associate I, Prenatal (Temporary)
Core
Provide exceptional service and support to BillionToOne's customers including physicians, OB/GYN clinics, auxiliary staff, and patients by processing test orders and managing follow-ups.
Role type
Client Services Associate I
Builds
Customer support and order processing for prenatal and cancer diagnostics
Domain
Healthcare diagnostics
Deliverable
client delivery
Required skills
proactive outreach, queue management, CRM/LIMS documentation, internal system updates, multi-channel communication, cross-functional collaboration, issue escalation, process improvement support
Preferred skills
CRM tools (Salesforce, Zendesk), diagnostic laboratory experience, outbound call queue management, Spanish language
Technologies
Salesforce, Zendesk, CRM, LIMS
Responsibilities
Engage clients through proactive outreach to obtain missing information needed to process and report test orders while delivering a personalized customer experience. Manage a queue of cases requiring follow-up and follow a scheduled contact cadence until resolved. Document all communications, follow-up attempts, and resolution details clearly in CRM and LIMS systems. Update customer and order information in internal systems. Resolve approximately 40–60 cases per day while maintaining quality and accuracy. Respond professionally to phone, email, and web inquiries from customers, sales representatives, internal teams, and patients as needed. Collaborate with laboratory, data entry, sales, billing, and support teams to ensure accurate order processing and timely reporting. Identify recurring issues or workflow gaps and escalate trends appropriately. Support process improvements and cross-functional tasks as needed.
Seniority
Entry-level, full-time