Client Services Associate I, Prenatal (Temporary)
BillionToOne
Summary
We are looking for a Client Services Associate I, Prenatal (Temporary) to provide exceptional service and support to BillionToOne's customers. This role is part of a broader Client Services organization. The Client Services Associate I holds a pivotal role in the organization and will act as the face of BillionToOne for our customers including physicians, OB/GYN clinics, auxiliary staff, and patients. The ideal candidate for this role is an ambitious and intelligent individual who is highly self-motivated and patient-centric. The Client Services Associate I is a full-time onsite position and reports to the Client Services Manager. Working hours are Monday–Friday, 8:00 AM to 5:00 PM PT.
Job description
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.
Qualifications
- Prior client-facing experience in customer service, inside sales, call center, or a similar role.
- 4-year college degree or equivalent experience.
- Experience working in a fast-paced, high-volume environment with outbound call responsibilities.
- Excellent verbal and written communication skills.
- Strong attention to detail and accurate documentation.
- Ability to learn quickly, navigate systems, and resolve issues independently.
- Passion for providing a positive customer experience.
Nice-To-Haves
- Experience with CRM tools such as Salesforce, Zendesk, or similar systems.
- Customer service experience in a diagnostic laboratory, healthcare, or medical office setting.
- Experience managing outbound call queues or scheduled follow-up cadences.
- Bilingual Spanish proficiency is a plus.
Requirements
- Prior client-facing experience in customer service, inside sales, call center, or a similar role.
- 4-year college degree or equivalent experience.
- Experience working in a fast-paced, high-volume environment with outbound call responsibilities.
- Excellent verbal and written communication skills.
- Strong attention to detail and accurate documentation.
- Ability to learn quickly, navigate systems, and resolve issues independently.
- Passion for providing a positive customer experience.
- Experience with CRM tools such as Salesforce, Zendesk, or similar systems.
- Customer service experience in a diagnostic laboratory, healthcare, or medical office setting.
- Experience managing outbound call queues or scheduled follow-up cadences.
- Bilingual Spanish proficiency is a plus.
Benefits
- On-site lunches
- State of the art gym
- Fully stocked kitchen
- Free on-site EV charging
- Empowering environment
Company overview
BillionToOne is a precision diagnostics company headquartered in Menlo Park, California, founded in 2016 with a mission to make molecular diagnostics more accurate, efficient, and accessible. The company has developed a proprietary Quantitative Counting Templates (QCT) molecular counting platform that can accurately count DNA molecules at the single-molecule level, enabling unprecedented sensitivity in disease detection. BillionToOne operates as a publicly traded company on NASDAQ under the symbol BLLN, having completed a successful IPO in 2025. The company's diagnostic platforms include UNITY Complete for non-invasive prenatal testing, which assesses fetal risk for recessive conditions and aneuploidies from a single maternal blood sample, and Northstar oncology products for cancer therapy selection and treatment response monitoring. With over 500 employees and multiple CLIA/CAP accredited laboratories, BillionToOne represents a significant advancement in quantitative molecular diagnostics, combining breakthrough science with scalable commercial operations to transform healthcare delivery.