Client Services Associate
Guardant Health
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.
Job Description
About the Role:
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.
Essential Duties and Responsibilities:
· Serve as the primary point of contact, responding promptly and professionally to inquiries via phone, email, and web from physicians, laboratories, hospitals, sales representatives, and patients.
· Drive territory growth by resolving cases efficiently and with a sense of urgency, ensuring customer satisfaction.
· Maintain accurate, detailed documentation of all communications, follow-up activities, and case progress.
· Adhere to Standard Operating Procedures (SOPs) related to data entry, verification, and quality standards.
· Enter and qualify new customer information into Salesforce.com and Laboratory Information Management System (LIMS).
· Proactively communicate with healthcare professionals to gather necessary information for order processing.
· Collaborate with the Clinical Laboratory team to ensure accurate data entry and order fulfillment.
· Manage and resend patient reports as requested, ensuring timely delivery.
· Utilize Salesforce and other integrated platforms to communicate effectively with clients, patients, and internal teams.
· Contribute to team and individual performance by monitoring metrics and striving to meet or exceed goals.
· Apply problem-solving skills to address and resolve customer concerns or escalations professionally.
· Demonstrate flexibility and adaptability in a fast-paced environment.
· Assist with administrative tasks such as kit ordering and coordinating Offsite Phlebotomy Services when needed.
· Perform other duties as assigned to support operational needs.
Qualifications
● Bachelor’s degree or equivalent combination of education and experience preferred.
● 0-2 years experience of client services within healthcare, pharmaceutical, diagnostic, biotech, or medical device sectors.
● Proven proficiency using Salesforce.com and Microsoft Office Suite.
● Excellent written and verbal communication skills.
● Strong computer skills, preferably in a Mac environment.
● Ability to multitask and manage multiple projects independently, demonstrating good judgment and self-discipline.
● Experience working effectively in a collaborative team environment.
● Flexibility regarding working hours based on operational needs.
● Bilingual in English and Spanish is a plus.
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 $20.76 to $28.54. 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 $24.42 to $33.58. 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 [email protected]
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.
To learn more about the information collected when you apply for a position at Guardant Health, Inc. and how it is used, please review our Privacy Notice for Job Applicants.
Please visit our career page at: http://www.guardanthealth.com/jobs/
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