Client Services Associate I, Oncology

A Rare Opportunity to Shape the Future of Genomics

Join a team of brilliant, passionate innovators determined to transform healthcare. At BillionToOne, we've built a category-defining, publicly traded company on Nasdaq where transparency fuels trust, collaboration drives breakthroughs, and every contribution moves the needle on our mission to make life-changing diagnostics accessible to all. We don't just aim for incremental improvements; we build products that are 10x better than anything that exists today.

Our scientists, engineers, sales executives, and visionaries are united by an unwavering commitment to changing the standard of care in prenatal and cancer diagnostics. This is where cutting-edge science meets human compassion, and every innovation you contribute helps remove the fear of the unknown from some of life's most critical medical moments.

If you're driven by purpose, energized by innovation, and ready to help shape the future of precision medicine at scale, this is where you belong.

We are looking for a Client Services Associate I, Oncology 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 onsite position and reports to the Client Services Manager.

Working hours are Monday to Friday, 8:30 AM to 5:00 PM PT.

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.
• Nice-To-Haves: 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.