Client Services Associate I, Prenatal

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, Prenatal (Women's Health) 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 or Tuesday–Saturday, 8:00 AM to 5:00 PM PT, based on business needs. 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. Update customer and order information in internal systems. 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. Proficiency or fluency in Spanish to support a diverse client and patient base. Benefits And Perks: Working alongside brilliant, kind, passionate and dedicated colleagues, in an empowering environment, toward a global vision, striving for a future in which transformative molecular diagnostics can help millions of patients Open, transparent culture that includes weekly Town Hall meetings The ability to indirectly or directly change the lives of hundreds of thousands patients Mult