Client Services Associate at Freenome

At Freenome, we are dedicated to revolutionizing the future of healthcare through early cancer detection. We build innovative diagnostic tools that empower providers and patients with actionable insights, and we are looking for a compassionate, detail-oriented professional to join our Customer Success team. By joining us, you will play a vital role in ensuring our partners and patients receive the support they need to navigate their health journeys with confidence.

The role

We are seeking a Client Services Associate to join our team on a full-time, remote basis. This is a mid-level position reporting to the Director of Customer Success. You will be the primary point of contact for healthcare providers and patients, serving as a knowledgeable resource while maintaining the highest standards of service. This role requires availability during our core operating hours of Monday through Friday, 9:00 a.m. to 5:00 p.m. PST.

Core responsibilities

• Manage inbound inquiries across multiple channels, including phone, email, chat, and portal messages, ensuring all interactions meet our service level standards.
• Provide dedicated ordering support, proactively addressing missing information or issues to ensure seamless diagnostic workflows.
• Maintain strict compliance and accuracy when handling sensitive patient information while assisting users with account management and portal access.

Skills and experience

To be successful in this role, you should possess a strong foundation in customer support and a commitment to excellence. We require the following qualifications:

• A high school diploma or equivalent certification.
• At least two years of experience in client services, ideally within the healthcare or diagnostics sector.
• Technical proficiency with Mac products, Google Suite, and CRM platforms like Salesforce.
• The ability to work effectively in a remote environment with a private, quiet workspace and high-speed internet.
• Strong communication skills, with conversational fluency in Spanish being a significant advantage.
• Familiarity with HIPAA compliance and de-escalation techniques is highly valued.

Compensation and benefits

The annual salary range for this position is $57,000 to $88,000 USD. In addition to competitive pay, we provide a comprehensive benefits package designed to support your well-being and long-term success, including:

• Remote work flexibility.
• Medical insurance.
• Equity compensation.
• Paid time off.

How to apply

If you are passionate about improving patient outcomes and thrive in a fast-paced, digital-first environment, we would love to hear from you. Please visit our careers page to submit your application and learn more about our mission to transform cancer screening.