Client Services Associate

Company Description

Guardant Health is a leading precision oncology company focused on helping conquer cancer globally through use of its proprietary tests, vast data sets and advanced analytics. The Guardant Health oncology platform leverages capabilities to drive commercial adoption, improve patient clinical outcomes and lower healthcare costs across all stages of the cancer care continuum. Guardant Health has commercially launched Guardant360®, Guardant360 CDx, Guardant360 TissueNext™, Guardant360 Response™, and GuardantOMNI® tests for advanced stage cancer patients, and Guardant Reveal™ for early-stage cancer patients. The Guardant Health screening portfolio, including the Shield™ test, aims to address the needs of individuals eligible for cancer screening.

Job Description

About the Role

The Client Services Associate (CSA) is responsible for providing exceptional support to clients and patients in their territory, work collaboratively with other Client Services Team members to achieve department goals and work cross functionally with commercial and lab operations partners to identify scalable solutions for Guardant Health. The Client Services Associate must possess the ability to communicate professionally and effectively with all individuals, including external customers and internal Guardant Health personnel.

Essential Duties and Responsibilities

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 timesContribute to volume growth in the territory by resolving cases quickly with a sense of urgencyWork in a team environment and contribute to the department and company goalsKeep precise and clear documentation of all email, fax, phone communications and follow up activitiesAdhere to Standard Operating Procedures (SOP’s) pertaining to data entry and data verification requirementsEnter and qualify new customer information into Salesforce.com and LIMSContact physicians and other medical personnel to obtain missing information required to complete the order entry processPartner with the Clinical lab to ensure client information is correctly enteredSend/re-send patient reports as requested by the customersCommunicate professionally and effectively with all individuals, including external customers and internal Guardant Health team membersAssist with other administrative duties as assigned based on Company needsAssist with kit ordering, coordinating Offsite Phlebotomy Services as neededCommunicate to clients, patients and sales team using Salesforce (CRM) and other integrated software platformsAchieve team and individual goals and monitor personal metricsUse problem solving skills to resolve customer complaints and escalated situationsDemonstrate flexibility and adaptability in a fast-paced dynamic environmentHours and days may vary depending on operational needs, and some lifting (up to 25 pounds) may be necessary.

Qualifications

Bachelor’s degree or equivalent combination of education and experience preferredSolid experience using Salesforce.com and Microsoft OfficeA minimum of 1 year client services experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required You have excellent written and verbal communication skills and bring a high level of computer proficiency, preferably in a Mac environmentYou’re a team player who is known for the ability and willingness to collaborate with a team comprised of internal employees, contractors, and managersYou’re able to multitask and take on various projects, working with self-discipline, good judgment, and independence in a dynamic office settingFlexibility with respect to working hours based on operational needsBilingual English/Spanish is an asset

Additional Information

Hybrid Work Model: At Guardant Health, we have 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 on Mondays, Tuesdays, and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.

The US hourly range for this full-time position is $18.41 to $29.42. The range does not include benefits and, if applicable, overtime, bonus, commission, or equity. The range displayed reflects the minimum and maximum target for new hire salaries across all US locations for the posted role with the exception of any locations specifically referenced below (if any).

For positions based in Palo Alto, CA or Redwood City, CA, the hourly range for this full-time position is $24.52 to $33.12. The range does not include benefits and, if applicable, overtime, bonus, commission, or equity.

Within the range, individual pay is determined by work location and additional factors, including, but not limited to, job-related skills, experience, and relevant education or training. If you are selected to move forward, the recruiting team will provide details specific to the factors above.

Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.

Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to Peopleteam@guardanthealth.com

Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

All your information will be kept confidential according to EEO guidelines.

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Please visit our career page at: http://www.guardanthealth.com/jobs/