Supervisor, Client Services (East Regional Supervisor)

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 Client Services Supervisor who will be a key member of the fast paced Client Services Organization. The supervisor will oversee a team of Client Service Associates and their daily activities in their respective territories/regions. The supervisor must demonstrate the ability to assist employees with cases, respond to difficult issues quickly, communicate changes, escalate issues, and challenges to senior leadership.

Essential Duties and Responsibilities:

• Supervise a team of Client Service Associates (CSA) and assist with 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
• Hire, train, coach, audit, perform competency assessments for  a team of Client Service Associates
• Evaluate customer data in CRM and other reporting tools (eg LIMS), derive actionable insights, suggest performance and process improvements to senior leadership
• Partner and work closely with regional sales directors and account managers to ensure client satisfaction is high and current standards for patient access are met or exceeded
• Work in a team environment and to exceed the regional, department and company goals and metrics
• Contribute to volume growth in the territory/region by demonstrating exemplary case queue management techniques and assisting team to prioritize and resolve cases quickly with a sense of urgency
• Assist with writing Standard Operating Procedures and implementing updating and new processes
• Enter and qualify new customer information into SFDC and LIMS
• Perform quality checks to ensure accuracy of data entry
• Serve as a point of contact for client and internal escalations (phone/email) for the territories the team covers
• Contact physicians and other medical personnel to obtain missing information required to complete the order entry process
• Partner with the Clinical lab to ensure client information is correctly entered
• Communicate professionally and effectively with all individuals, including external customers and internal Guardant Health team members
• Actively participate on cross functional projects involving improving operational efficiency for the team and act as a SME on enhancement and integration projects improving corporate efficiency
• Create and maintain Leadership Procedural documents and tutorials (ex: DAR, NCR)
• Participate in cross functional meetings to represent the Voice of the Customer and the needs of Client Services team
• 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
• 4+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required
• Prior experience managing a remote customer service/support team is desired
• Critical thinking skills for mining data and reporting trends in customer activity and complaints to senior leadership is necessary
• Solid experience using Microsoft Office is needed, Salesforce (CRM) experience is a plus and proven experience using software platforms like LIMS is desired
• Fast 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 and coach team to do the sa