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

Client Services positions are considered business-critical and require flexibility and availability to work during U.S. Company-observed holidays, including the Company’s annual holiday shutdown period, based on client and operational needs.

AI & Digital Fluency

• Demonstrate curiosity, sound judgment, and the ability to critically evaluate and responsibly leverage AI-enabled tools in accordance with company policies, ethical standards, and regulatory requirements to improve the efficiency, effectiveness, and quality of work.

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 requiredto 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 annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need. Primary Location: Remote - Open Position (USA) Primary Location Base Pay Range: $23 - $31 Other US Location(s) Base Pay Range: $23 - $31 If the role is performed in Colorado, the pay range for this job is: $24 - $33

Employee may be required to lift routine office supplies and use office equipment. Majorityof 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. Abilityto 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]

A background screening including criminal history is required for this role. GH will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law including but not limited to the LA County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).

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/