South San Francisco, CA

Client Services Associate

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Position description

The Client Services team within Counsyl’s Commercial Operations organization is integral to Counsyl’s success as every, individual client communication and interaction matters. The Client Services Associate will be on the front lines and will act as the face of the organization for our customers including physicians, clinics, medical staff, and patients. We handle a variety of complex inbound and outbound inquiries to assist and empathize with our customers, some who may be experiencing stress. We work to resolve and preempt customer issues to ensure a positive customer experience.

Counsyl’s Client Services team provides a differentiated customer experience because we hire amazing people to join this team. Our Client Services Associates are highly skilled, motivated people who are driven by human interactions and solving problems. We also invest in helping our team members forge meaningful and exciting career paths -- whether it means they learn and grow within Client Services or prepare to pursue opportunities with other teams within Counsyl.

What you'll do

  • Communicate with up to 50 patients and healthcare providers each day through phone calls, emails, and live chat
  • Handle a variety of inquiry categories including questions about our products and services, the intricate world of insurance billing, and work with our laboratory to ensure the timely delivery of test results
  • Respond promptly to all customer inquiries while following standard operating procedures and professionally handling access to HIPAA information
  • Be the hub across all departments: work with the engineering, billing operations, and lab teams on prompt handling of orders and billing processes
  • Identify issues and trends and collaborate with your team and leadership to develop best practices to ensure we are providing the best service and experience to all customers
  • Participate in projects that extend beyond your day to day to stretch you to think outside the box or explore new aspects of Counsyl or our customers’ experience

About you

  • Bachelor’s degree required
  • 1-3+ years of customer service experience, healthcare/ biotechnology preferred  
  • Experience using customer service applications, such as Service Cloud and Salesforce
  • Exceptional oral and written communication skills
  • Expert knowledge of Google Apps and Mac OS X
  • Excellent organizational and task management skills and professional judgment
  • Enjoys problem solving and identifying patterns
  • Hardworking individual who loves working on a team and supporting others
  • Must be able to type 40-50+ wpm (there will be a test!)

Nice to have

  • Bilingual, Spanish preferred
  • Salesforce experience

About Counsyl

Counsyl is a health technology company that offers DNA screening for diseases that can impact men, women and their children. The Counsyl philosophy is simple: screen for diseases where advanced knowledge makes a difference in health outcomes, whether it’s changing a behavior, pursuing preventative measures, or simply preparing for what lies ahead.

The Counsyl team includes an accomplished group of problem-solvers — top engineers, scientists, and designers — who are taking the lead on building the modern clinical laboratory. Scientific rigor, custom robotics, and software are at the heart of every Counsyl product, resulting in better, faster and more affordable screens that are broadly accessible. Beyond the laboratory, Counsyl offers doctors and patients a technology platform for results delivery in real time, with on-demand access to board-certified genetic counselors.

Counsyl has screened more than 750,000 patients and served more than 10,000 health care professionals in its CLIA-certified, CAP-accredited and NYS CLEP-permitted clinical laboratory. The company has raised a total of $102 million and is privately backed by Pilot Growth Equity, Goldman Sachs Asset Management, Founders Fund, Felicis Ventures, David Drummond, and other high profile investors.

Interview process

Counsyl is driven by some of the brightest people in the industry. Our interview process is geared to ensure that we continue to hire the very best. We are an equal opportunity employer and value diversity at our company.

Our interview process is composed of practical and situational interviews in a series of settings spanning Skype, practical exams, and in-person meetings. Our goal is to gauge both your ability to succeed in the first 90 days as well as your capacity to scale with us as we grow.

Why Counsyl?

Throughout it all, we are looking to understand why you are driven to be a part of our company. Specifically, we want to know how you identify with our mission and will contribute to our team.

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