Patient Navigator Specialist I

Guardant Health

4d•Hybrid

About The Position

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. We are looking for a full-time Patient Navigation Specialist to process OPS and Kit orders. They will be a key member of the fast paced Client Services Organization. This person will work collaboratively with other Client Services Team members to achieve department goals and work cross functionally with commercial and lab operations partners to identify scalable solutions for Guardant Health.

Requirements

High school diploma required
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
Excellent written and verbal communication skills (phone, email) 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/patient facing escalated situations in a professional manner
Flexibility with respect to working hours based on client and company needs
Employee may be required to lift routine office supplies and use office equipment.
Background screening including criminal history is required for this role.

Nice To Haves

4 year college degree in Biological Sciences or similar discipline is preferred.
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
Bilingual English/Spanish and any additional language is an asset

Responsibilities

Communicating via phone, email with various vendors to arrange Offsite Phlebotomy for patients
Assist clients and sales team place kit orders for our tests
Contribute to processing Offsite Phlebotomy and Kit orders for Guardant products by resolving cases quickly with a high sense of urgency
Build and maintain effective relationships which create a high level of trust with Offsite Phlebotomy vendors, sales representatives, patients and internal stakeholders
Participate in territory specific meetings with the sales and client services associates to define, prioritize and execute on the business needs
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) related to Offsite Phlebotomy, Kit orders and related processes
Assist with triaging emails and faxes if necessary
Enter information and upload documentation into Salesforce.com and LIMS
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
Communicate to clients, patients, sales and laboratory teams using Salesforce (CRM) and other integrated software platforms
Achieve team and individual goals and monitor personal metrics related to case closure and turnaround times
Use problem solving skills to resolve customer complaints and escalated situations
Demonstrate flexibility and adaptability in a fast-paced dynamic environment