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
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CSA is responsible for assisting with training new hires, keeping up with training checklists and auditing new hire work, as needed.
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CSA may be expected to manage a higher case load and/or complex territory based on business needs.
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Answer and assist with common issues/ inquiries and escalate to the CS leadership team if needed.
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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
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Contribute to volume growth in the territory by resolving cases quickly with a sense of urgency
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Work in a team environment and contribute to the department and company goals
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Keep precise and clear documentation of all email, fax, phone communications and follow-up activities
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Adhere to Standard Operating Procedures (SOP’s) pertaining to data entry and data verification requirements
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Enter and qualify new customer information into Salesforce.com and LIMS
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Contact physicians and other medical personnel to obtain missing information required to complete the order entry process
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Partner with the Clinical lab to ensure client information is correctly entered
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Send/re-send patient reports as requested by the customers
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Communicate professionally and effectively with all individuals, including external customers and internal Guardant Health team members
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Assist with other administrative duties as assigned based on Company needs
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Assist with kit ordering, coordinating Offsite Phlebotomy Services as needed
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Communicate to clients, patients and sales team using Salesforce (CRM) and other integrated software platforms
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Achieve team and individual goals and monitor personal metrics
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Use problem solving skills to resolve customer complaints and escalated situations
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Demonstrate flexibility and adaptability in a fast-paced dynamic environment
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Hours and days may vary depending on operational needs, and some lifting (up to 25 pounds) may be necessary
Qualifications
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4 year college degree in Biological Sciences or similar discipline is preferred
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2+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required
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Solid experience using Microsoft Office is needed, Salesforce (CRM) experience is a plus
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Quick learner who can work collaboratively in an operationally complex multi-product environment and can adapt to changing procedures and policies
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Excellent written and verbal communication skills with a high level of computer proficiency, preferably in a Ma