Patient Navigation Specialist I - Pacific Time Zone Support

Guardant Health

11d•$20 - $29•Remote

About The Position

Guardant Health is hiring a full-time Patient Navigation Specialist I to process offsite phlebotomy (OPS) and kit orders as part of its fast-paced Client Services Organization. The role collaborates with Client Services colleagues and works cross-functionally with commercial and laboratory operations partners to support department goals and identify scalable solutions. The position works Pacific Time hours and is primarily remote; travel to Guardant Health offices for training and meetings may be required. Hours and days may vary with operational needs. Employees living within 50 miles of a Guardant facility are subject to the company’s stated onsite collaboration schedule under its hybrid work policy. The specialist communicates with vendors to arrange offsite phlebotomy for patients and helps clients and sales teams place kit orders. The role involves resolving cases with urgency, maintaining relationships with vendors and stakeholders, documenting communications, following standard operating procedures, entering information in Salesforce and LIMS, and supporting customer complaints and escalations. The position also includes administrative and team-support duties as assigned. Client Services roles are considered business-critical and require flexibility and availability to work during U.S. company-observed holidays, including the annual holiday shutdown period, based on client and operational needs. Some lifting of up to 25 pounds may be necessary. The job is primarily desk- and office-based, with possible exposure to high noise levels, fumes, and biohazard material in a laboratory environment, and requires sitting for extended periods.

Requirements

High school diploma required.
At least 2 years of experience working with customers in a pharmaceutical, diagnostic, medical device, biotech, or healthcare setting.
Solid experience using Microsoft Office and Salesforce (CRM).
Excellent written and verbal communication skills, including phone and email communication, and a high level of computer proficiency.
Ability to learn quickly, collaborate in an operationally complex, multi-product environment, and adapt to changing procedures and policies.
Ability to multitask and work with self-discipline, good judgment, and independence.
Demonstrated organization, attention to detail, problem-solving ability, and professionalism when managing escalated client- or patient-facing situations.
Flexibility in working hours based on client and company needs, including availability for U.S. company-observed holidays as operationally required.
Ability to sit for extended periods and, as needed, lift up to 25 pounds.
Ability to travel to Guardant Health offices for training and meetings may be required.
Successful completion of a background screening, including criminal history, is required.

Nice To Haves

Four-year college degree in Biological Sciences or a similar discipline preferred.
Computer proficiency in a Mac environment preferred.
Bilingual English/Spanish or proficiency in any additional language is an asset.

Responsibilities

Communicate by phone and email with vendors to arrange offsite phlebotomy for patients and assist clients and sales teams with placing kit orders.
Process offsite phlebotomy and kit orders for Guardant products, resolving cases quickly and with urgency.
Build and maintain effective relationships with offsite phlebotomy vendors, sales representatives, patients, and internal stakeholders.
Participate in territory-specific meetings with sales and client services associates to define, prioritize, and execute business needs.
Contribute to team, department, and company goals.
Maintain precise and clear documentation of email, fax, and phone communications and follow-up activities.
Follow standard operating procedures for offsite phlebotomy, kit orders, and related processes.
Assist with triaging emails and faxes as needed.
Enter information and upload documentation into Salesforce.com and LIMS.
Communicate professionally and effectively with external customers and internal Guardant Health team members.
Perform other administrative duties as assigned based on company needs.
Communicate with clients, patients, sales teams, and laboratory teams using Salesforce and other integrated software platforms.
Achieve individual and team goals and monitor metrics related to case closure and turnaround times.
Use problem-solving skills to address customer complaints and escalated situations.
Adapt to a fast-paced, changing environment and changing procedures and policies.
Demonstrate curiosity and sound judgment when critically evaluating and responsibly using AI-enabled tools in accordance with company policies, ethical standards, and regulatory requirements.