Client Services Associate I, Prenatal

About this role

<div class="content-intro"><h2><strong>A Rare Opportunity to Shape the Future of Genomics</strong></h2> <p>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.</p> <p>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.</p> <p>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.</p></div><p>We are looking for a <strong>Client Services Associate I, Prenatal (Women's Health)</strong> to provide exceptional service and support to BillionToOne's customers. This role is part of a broader Client Services organization.<br><br>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.</p> <p>The Client Services Associate I is a full-time <span style="text-decoration: underline;"><strong>onsite position</strong></span> and reports to the Client Services Manager.</p> <p>Working hours are Monday–Friday or Tuesday–Saturday, 8:00 AM to 5:00 PM PT, based on business needs.</p> <h3><strong>Responsibilities:</strong></h3> <ul> <li data-section-id="lqwbam" data-start="23" data-end="181">Engage clients through proactive outreach to obtain missing information needed to process and report test orders while delivering a personalized customer experience.</li> <li data-section-id="h0ttkp" data-start="182" data-end="283">Manage a queue of cases requiring follow-up and follow a scheduled contact cadence until resolved.</li> <li>Document all communications, follow-up attempts, and resolution details clearly in CRM and LIMS systems.</li> <li>Update customer and order information in internal systems.</li> <li data-section-id="5z8ocn" data-start="284" data-end="367">Resolve approximately 40–60 cases per day while maintaining quality and accuracy.</li> <li data-section-id="li49eo" data-start="368" data-end="506">Respond professionally to phone, email, and web inquiries from customers, sales representatives, internal teams, and patients as needed.</li> <li data-section-id="1dqujdr" data-start="614" data-end="748">Collaborate with laboratory, data entry, sales, billing, and support teams to ensure accurate order processing and timely reporting.</li> <li data-section-id="17wg30s" data-start="749" data-end="809">Update customer and order information in internal systems.</li> <li data-section-id="ox5ao9" data-start="810" data-end="889">Identify recurring issues or workflow gaps and escalate trends appropriately.</li> <li data-section-id="1pttw8h" data-start="890" data-end="961" data-is-last-node="">Support process improvements and cross-functional tasks as needed.</li> </ul> <h3><strong>Qualifications:</strong></h3> <ul> <li data-section-id="h7821k" data-start="21" data-end="120">Prior client-facing experience in customer service, inside sales, call center, or a similar role.</li> <li data-section-id="h7a75s" data-start="121" data-end="170">4-year college degree or equivalent experience.</li> <li data-section-id="gbjx45" data-start="171" data-end="269">Experience working in a fast-paced, high-volume environment with outbound call responsibilities.</li> <li data-section-id="1vjcjaa" data-start="352" data-end="404">Excellent verbal and written communication skills.</li> <li data-section-id="ymvqee" data-start="405" data-end="461">Strong attention to detail and accurate documentation.</li> <li data-section-id="1s7xhgs" data-start="462" data-end="541">Ability to learn quickly, navigate systems, and resolve issues independently.</li> <li data-section-id="15whp4y" data-start="542" data-end="597" data-is-last-node="">Passion for providing a positive customer experience.</li> </ul> <h3><strong data-redactor-tag="strong">Nice-To-Haves:</strong></h3> <ul> <li data-section-id="df3lx" data-start="2510" data-end="2586">Experience with CRM tools such as Salesforce, Zendesk, or similar systems.</li> <li>Customer service experience in a diagnostic laboratory, healthcare, or medical office setting.</li> <li data-section-id="1n5j731"…