Client Services Associate II

Guardant Health

2d•$23 - $33•Remote

About The Position

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.

Requirements

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.
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.
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.
Employee may be required to lift routine office supplies and use office equipment.
Ability to sit for extended periods of time.

Nice To Haves

4 year college degree in Biological Sciences or similar discipline is preferred.
Salesforce (CRM) experience is a plus.
Bilingual English/Spanish is an asset.

Responsibilities

Assisting with training new hires, keeping up with training checklists and auditing new hire work, as needed.
Managing a higher case load and/or complex territory based on business needs.
Answering and assisting with common issues/inquiries and escalating to the CS leadership team if needed.
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.
Contributing to volume growth in the territory by resolving cases quickly with a sense of urgency.
Working in a team environment and contributing to the department and company goals.
Keeping precise and clear documentation of all email, fax, phone communications and follow-up activities.
Adhering to Standard Operating Procedures (SOP’s) pertaining to data entry and data verification requirements.
Entering and qualifying new customer information into Salesforce.com and LIMS.
Contacting physicians and other medical personnel to obtain missing information required to complete the order entry process.
Partnering with the Clinical lab to ensure client information is correctly entered.
Sending/re-sending patient reports as requested by the customers.
Communicating professionally and effectively with all individuals, including external customers and internal Guardant Health team members.
Assisting with other administrative duties as assigned based on Company needs.
Assisting with kit ordering, coordinating Offsite Phlebotomy Services as needed.
Communicating to clients, patients and sales team using Salesforce (CRM) and other integrated software platforms.
Achieving team and individual goals and monitoring personal metrics.
Using problem-solving skills to resolve customer complaints and escalated situations.
Demonstrating flexibility and adaptability in a fast-paced dynamic environment.
Hours and days may vary depending on operational needs, CST or PST hours, depending on business need.
Some lifting (up to 25 pounds) may be necessary.

Benefits

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/
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people.
Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.