Patient Navigation Specialist

Company Description

Guardant Health is a leading precision oncology company focused on helping conquer cancer globally through use of its proprietary tests, vast data sets and advanced analytics. The Guardant Health oncology platform leverages capabilities to drive commercial adoption, improve patient clinical outcomes and lower healthcare costs across all stages of the cancer care continuum. Guardant Health has commercially launched Guardant360®, Guardant360 CDx, Guardant360 TissueNext™, Guardant360 Response™, and GuardantOMNI® tests for advanced stage cancer patients, and Guardant Reveal™ for early-stage cancer patients. The Guardant Health screening portfolio, including the Shield™ test, aims to address the needs of individuals eligible for cancer screening.

Job Description

We are looking for a full-time Offsite Phlebotomy 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.

Responsibilities:

• Client Services Offsite Phlebotomy Specialist is responsible for communicating via phone, email with various vendors to arrange Offsite Phlebotomy for patients and also 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
• 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. 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, 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 (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
• The position is primarily remote but ability to travel to Guardant Health offices for trainings and meetings may be required
• Bilingual English/Spanish and any additional language is an asset

Additional Information

Hybrid Work Model: At Guardant Health, we have 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 required to 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 bet