• Act as the day-to-day liaison between the company and its clients • Handle information requests, issues, and other client-related tasks • Manage correspondence, requests for information and issues from clients in a timely, professional and thorough manner • Assist in preparing and conducting client meetings • Facilitate meeting process • Document and publish minutes from the meeting • Participate in regular internal meetings with manager, team, and staff from other departments • Produce and distribute reports on client and department activity • Proactively communicate with clients and internal team regarding issues with their business • Ensure company staff are informed on a proactive basis of client issues, concerns and changes • Aggressively seek out additional business opportunities with existing and prospective clients • Support the achievement of department goals and notify management and teammates when problems arise • Represent SCS with professional and ethical work standards

• Reporting to the Director of Client Engagement, the Senior Client Services and Onboarding Manager will own a diverse portfolio of active and onboarding client stations and will be responsible for ensuring the success of the direct marketing programs and campaigns which drive the fundraising efforts of each station. • Work closely with internal resources at CDP and external partners as necessary to ensure that the appropriate solutions are executed on behalf of the client stations. • Build strong relationship with all client contacts, acting as the primary liaison with both executive and frontline staff. • Own all special projects and customized client requests, working with internal CDP teams to scope and implement if applicable. • Participate in yearly budgeting development process and present completed budget (and subsequent reforecast if needed) to client in partnership with the CDP Finance team. • Collaborate with internal Business Intelligence and Analytics team relative to standardized and customized reports as well as automated process to ensure efficacy of data being reported. • Champion the year-end analysis activities, from preparation through client presentation.

• Lead the Client Reporting Advisor Support team within the Operations department. • Responsible for day-to-day management of a team of Advisor Support Associates. • Ensure team meets service-level expectations and maintains high response quality. • Handle support items and escalations as a hands-on contributor. • Manage a team of 3 Advisor Support Associates, including coaching and performance management. • Personally field and resolve advisor support items alongside the team. • Oversee advisor team support items ensuring SLAs are consistently met. • Uphold quality standards for advisor-facing communication. • Serve as the escalation point for complex support items. • Develop and standardize new support workflows and refine processes.

Title: Client Services Associate II Location: Brisbane United States Job Description: About this opportunity: As a Client Services Associate within our Customer Experience team, you will be at the forefront of shaping an exceptional customer experience for healthcare providers, their staff, and their patients. We are looking for a Client Services Associate who is passionate about the impact service can have to an organization’s success, and who is highly skilled in utilizing digital phone and case management tools, and in clear and compassionate communication and de-escalation techniques. You utilize your time effectively, are able to multi-task, and adapt calmly to change. You’ll represent Freenome as a skilled and knowledgeable resource to our customers and patients, and you are consistent in your schedule and dependable while working remotely. This role is reporting to the Director of Customer Experience. This is a remote role covering operating hours of Monday - Friday 9a-5p PST. Remote roles require working capabilities such as high speed internet, privacy, and limited background noise and interruptions. What you’ll do: - Effectively triage and answer inbound communication including phone, chat, e-fax, email, and portal messages within set service levels. - Provide ordering support and perform outreach to customers regarding ordering issues and missing information within set service levels. - Create and qualify new accounts and contacts, and assist customers with resolving portal login and contact management related issues. - Provide information regarding Freenome’s products and services to current and prospective customers and patients. - Maintain compliance and accuracy when handling sensitive patient information. Must haves: - High school diploma or equivalent certificate. - Minimum of two years of experience in Client Services, preferably in healthcare or a closely related field. - Technology proficiency including Mac and Apple products, 2 factor authentication apps, Google suite, CRM systems and customer communication tools like Salesforce and 8x8 or Vonage. - Conversational fluency in English and Spanish. Nice to haves: - Excellent communication and de-escalation skills. - Proven track record of high quality customer satisfaction survey scores. - Previous experience working remotely while in a service position. - Experience in service with a commercial diagnostic testing laboratory. - Familiarity with cancer screening and primary care settings and workflows. - Familiarity specifically with Salesforce, 8x8, WestFax, or closely related applications. - Knowledge of HIPAA compliance and related best practices. Benefits and additional information: The US target range of our base hourly rate for new hires is $27.38 - $39.12. You will also be eligible to receive equity, cash bonuses, and a full range of medical, financial, and other benefits depending on the position offered. Please note that individual total compensation for this position will be determined at the Company’s sole discretion and may vary based on several factors, including but not limited to, location, skill level, years and depth of relevant experience, and education. Freenome is proud to be an equal-opportunity employer, and we value diversity. Freenome does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.