Patient Navigation Specialists I

Guardant Health

1d•$20 - $28•Remote

About The Position

Guardant Health is seeking a full-time Offsite Phlebotomy Specialist to process offsite phlebotomy (OPS) and kit orders as part of its fast-paced Client Services Organization. The specialist works collaboratively with Client Services colleagues and cross-functionally with commercial and laboratory operations partners to support department goals and scalable solutions. The role works Pacific Time hours and is primarily remote, with possible travel to Guardant Health offices for training and meetings. Hours and days may vary with operational needs, and the position requires flexibility to work on U.S. company-observed holidays, including the annual holiday shutdown period, based on client and operational needs. The specialist communicates with vendors, clients, patients, sales representatives, and internal stakeholders to coordinate offsite phlebotomy and kit orders. They document communications and follow-up, adhere to standard operating procedures, enter information and upload documents into Salesforce.com and LIMS, and help resolve customer concerns and escalations. The role also includes administrative support, case and turnaround-time monitoring, and responsible use of AI-enabled tools in line with company policies, ethical standards, and regulatory requirements. Employees who live within 50 miles of a Guardant facility are required to work onsite Mondays, Tuesdays, and Thursdays, under the company's hybrid work model. The work is primarily desk- or office-based, with possible exposure to high noise levels, fumes, and biohazard materials in a laboratory environment. Routine lifting of office supplies may be required, and the description notes that some lifting up to 25 pounds may be necessary. A background screening, including criminal history, is required.

Requirements

High school diploma required.
At least 2 years of customer-facing experience in a pharmaceutical, diagnostic, medical device, biotech, or healthcare setting.
Solid experience using Microsoft Office.
Excellent written and verbal communication skills, including phone and email communication.
High level of computer proficiency.
Ability to multitask and work with self-discipline, good judgment, and independence.
Ability to stay organized, attend to details, solve problems, and professionally manage escalated client- or patient-facing situations.
Flexibility with working hours based on client and company needs, including availability for company-observed holidays and the annual holiday shutdown period based on operational needs.
Ability to travel to Guardant Health offices for training and meetings may be required.
Ability to sit for extended periods and lift routine office supplies; some lifting up to 25 pounds may be necessary.

Nice To Haves

Four-year college degree in Biological Sciences or a similar discipline.
Experience with Salesforce (CRM).
Computer proficiency in a Mac environment.
Bilingual English/Spanish; additional languages are 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 trusted relationships with 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 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 team members.
Perform other administrative duties as assigned based on company needs.
Communicate with clients, patients, sales teams, and laboratory teams using Salesforce (CRM) and other integrated software platforms.
Achieve team and individual 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, dynamic environment and changing operational needs.
Critically evaluate and responsibly use AI-enabled tools in accordance with company policies, ethical standards, and regulatory requirements.