Client Services Associate

The Client Services Associate is responsible for delivering exceptional support to customers, clinical laboratories, country representatives, finance teams and Public-Private-Partnership labs. Operating within a hybrid and dynamic model, this role works across Client Services, Supply Chain and Billing, and requires the ability to communicate professionally and effectively with both external clients and internal stakeholders.

The Client Services Associate will support day-to-day operations, ensuring high-quality, timely service delivery across all operational activities. The role also involves triaging workloads and inquiries, with a strong focus on ensuring that accounting, revenue cycle and supply chain processes are efficiently managed and completed promptly.

Essential Duties and Responsibilities

• Receive and respond to customer, country and patient inquiries via telephone, email, web and other channels.

• Conduct internal and external outreach to obtain missing information, support collections and provide updates.

• Enter and maintain customer information within Salesforce.

• Adhere to operational SOPs, maintaining high standards of documentation and data quality.

• Field calls related to payment collection, reimbursement and billing, and process accordingly.

• Work closely with other Client Services teams to ensure exceptional customer support.

• Assist in maintaining and updating training materials.

• Contribute to departmental projects as assigned by leadership.

• Perform additional administrative duties as required.

Qualifications

• 2+ years of experience in customer service or billing roles, preferably within healthcare and involving direct interaction with patients or families.

• Strong interpersonal skills, with the ability to communicate effectively with internal and external stakeholders.

• Ability to manage difficult conversations and resolve inquiries or complaints professionally and collaboratively.

• Knowledge of Client Services and medical billing processes, including payor structures and guidelines for claims submissions.

• Subject-matter understanding of billing workflows and the ability to support the team in resolving challenges.

• Knowledge of cancer and medical oncology is an advantage.

• Proficiency in English and at least one other EU language.

• Ability to perform basic data analysis.

• Strong communication skills with the ability to coordinate administrative tasks and group meetings.

• Proficiency with MS Office and CRM software, and comfort with everyday digital tools.

Work Environment

This is a home-based position with occasional international travel of up to 5%, including potential longer trips. The role may involve lifting basic office supplies and operating office equipment. Most duties are performed at a desk.

Education: High school diploma or equivalent required; BA/BS degree or equivalent qualification preferred.