Client Services Associate

1 month ago

Union City, United States BillionToOne Full time

BillionToOne is a next-generation molecular diagnostics company dedicated to developing powerful and accurate diagnostic tests that are accessible to all. Our innovative QCT molecular counting technology significantly enhances the resolution of disease detection using cell-free DNA by over a thousandfold. This groundbreaking technology is integral to our product offerings, including one of our flagship products, Unity Complete™, the only non-invasive prenatal screen capable of assessing fetal risk for both common recessive conditions and aneuploidies from a single maternal blood sample. Leveraging the same molecular counting technology, we;ve expanded our impact into oncology in 2023 with a pioneering liquid biopsy test, Northstar, that combines treatment selection with monitoring. To date, over 500,000 patients have benefited from our innovative and precise diagnostic tests, and our Annual Recurring Revenue (ARR) has grown from $0 to $125 million in the last ~4 years.BillionToOne has successfully raised close to $400 million in funding, with a notable $130 million Series D round completed in June 2024, resulting in a company valuation of over $1 billion. This funding has come from prestigious global institutional investors, including Hummingbird, Adams Street Partners, Neuberger Berman, Baillie Gifford, and Premji Invest. BillionToOne has recently been recognized by Forbes as one of America's Best Startup Employers for 2024, highlighting the company's exceptional work environment and commitment to innovation.Our team has grown significantly and we now proudly employ over 400 highly skilled individuals. Despite substantial growth, we have successfully maintained the unique culture that has defined BillionToOne from inception, continuing to cultivate a team that is not only diverse and passionate but also innovative. Headquartered in Menlo Park, California, with an additional facility in Union City, California, BillionToOne remains at the forefront of significant advances in molecular diagnostics, evidenced by the recent announcement of clinical outcomes data for its Unity Fetal Risk Screen and new advancements in cancer diagnostics. For more detailed information about BillionToOne and its groundbreaking work, please visit our website at www.billiontoone.com.We are looking for a Client Services Associate to provide exceptional service and support to BillionToOne's customers. The Client Services Associate holds a pivotal role in the organization and will act as the face of BillionToOne for our customers including physicians, OB/GYN clinics and auxiliary staff and for patients. The ideal candidate for this role is an ambitious and intelligent individual who is highly self-motivated and who can effortlessly help drive and influence a positive patient and customer experience.This role is an onsite position, located in our brand new, state-of-the-art, 90,000 square foot facility in Union City, CA. Responsibilities:Engage customers in a positive and courteous manner to resolve issues and deliver the best possible customer experienceOversee 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 patientsHandle a variety of inquiries, including questions about our technology, products, and services, status of test results, costs, billing, and insurance coverageKeep precise and clear documentation of all communications and follow-up activitiesCollaborate with our laboratory to ensure that client information is accurately maintained and help to ensure the timely delivery of test resultsContact physicians and other medical personnel to obtain missing information from test ordersEnter and qualify new customer information into CRM and LIMS systemsIdentify issues and trends and collaborate with commercial leadership to develop best practices for internal and external processes Participate in projects that extend beyond your day-to-day to stretch to help build a world-class Client Service organizationRepresent the organization during intra-department meetings or All Hands meetings as neededRequirements:1+ years of prior client-facing experience (diagnostic laboratory setting is a plus) 4-year college degree (or equivalent in experience)Experience with CRM tool (Salesforce, Zendesk, etc) is a plusAdvanced organizational skills with the ability to handle multiple assignmentsAbility to work in a very fast-paced, demanding environment Outstanding verbal, written, and presentation skills - ability to effectively tailor messages to different audiencesPassion for creating a delightful experience for internal and external customers Forward-thinking ability to break down complex situations with little to no guidance Bilingual/Fluency in Spanish (preferred)Benefits And Perks:Working with a team of 'rockstars' who bring out the best in everyoneAn open, transparent culture that includes weekly Town Hall meetingsThe ability to indirectly or directly change the lives of hundreds of thousands of patientsFree daily on-site lunches provided by top eateriesLatest and greatest hardware (laptop, lab equipment, facilities)A variety of perks on campus (state-of-the-art gym, fully-stocked cafeteria)Free on-site EV charging (compatible with all EVs, including Tesla)At BillionToOne, we are proud to offer a combination of (1) competitive base pay, and (2) the opportunity for professional growth.For this position, the base pay is: $70,000 per year.BillionToOne is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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