Client Services Associate II

Company Description

Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer. For more information, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook. The Client Services Associate (CSA) plays a crucial role in delivering exceptional support to clients and patients within their designated territory. Collaborating closely with the Client Services Team, they contribute to achieving departmental objectives and partner cross-functionally with commercial and laboratory operations to develop scalable solutions for Guardant Health. The ideal candidate excels in professional communication and fosters positive relationships with external customers and internal teams alike. Responsibilities: ● CSA is responsible for assisting with training new hires, keeping up with training checklists and auditing new hire work, as needed. ● CSA may be expected to manage a higher case load and/or complex territory based on business needs. ● Answer and assist with common issues/ inquiries and escalate to the CS leadership team if needed. ● CSA is responsible for receiving and responding to all types of communication: phone, email and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives and patients, while demonstrating a positive and professional image for Guardant Health at all times ● Contribute to volume growth in the territory by resolving cases quickly with a sense of urgency ● Work in a team environment and contribute to the department and company goals ● Keep precise and clear documentation of all email, fax, phone communications and follow-up activities ● Adhere to Standard Operating Procedures (SOP’s) pertaining to data entry and data verification requirements ● Enter and qualify new customer information into Salesforce.com and LIMS ● Contact physicians and other medical personnel to obtain missing information required to complete the order entry process ● Partner with the Clinical lab to ensure client information is correctly entered ● Send/re-send patient reports as requested by the customers ● Communicate professionally and effectively with all individuals, including external customers and internal Guardant Health team members ● Assist with other administrative duties as assigned based on Company needs ● Assist with kit ordering, coordinating Offsite Phlebotomy Services as needed ● Communicate to clients, patients and sales team using Salesforce (CRM) and other integrated software platforms ● Achieve team and individual goals and monitor personal metrics ● Use problem solving skills to resolve customer complaints and escalated situations ● Demonstrate flexibility and adaptability in a fast-paced dynamic environment ● Hours and days may vary depending on operational needs, and some lifting (up to 25 pounds) may be necessary Qualifications: ● 4 year college degree in Biological Sciences or similar discipline is preferred ● 2+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required ● Solid experience using Microsoft Office is needed, Salesforce (CRM) experience is a plus ● Quick learner who can work collaboratively in an operationally complex multi-product environment and can adapt to changing procedures and policies ● Excellent written and verbal communication skills with a high level of computer proficiency, preferably in a Mac environment ● Ability to multitask, work with self-discipline, good judgment, and independence is necessary ● Demonstrated ability to be an organized, detailed oriented problem solver and manage client facing escalated situations in a professional manner ● Flexibility with respect to working hours based on client and company needs ● The position is primarily remote but ability to travel to Guardant Health offices for trainings and meetings is required ● Bilingual English/Spanish is an asset Hybrid Work Model: This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies. Guardant has defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite o