Client Services Associate

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 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.

* 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

* 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 **Nice to have** * Bilingual, Spanish preferred * Salesforce experience