Tissue Procurement Specialist, Client Services

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 Tissue Procurement Specialist for who will be a key member of the fast-paced Client Services organization. This role is responsible for procuring tissue samples in their territory, 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.

Essential Duties and Responsibilities:

• Tissue Procurement Specialist  is responsible for communicating via phone, email with various members of partner labs to manage sample and document requests, triage order issues, and coordinate shipping and receiving
• Contribute to Tissue Retrieval for accounts in the assigned territory by resolving cases quickly with a sense of urgency
• Build and maintain effective relationships which create a high level of trust with laboratory employees, sales representatives, and internal stakeholders
• 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 Tissue Procurement
• 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 and sales team 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
• 2+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required
• Previous tissue procurement experience 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-facing escalated situations in a professional manner
• Flexibility with respect to working hours including working during company holidays 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 is an asset.

Additional Information

The US hourly range for this full-time position is $17.31 to $26.54. The range does not include benefits and, if applicable, overtime, bonus, commission, or equity. The range displayed reflects the minimum and maximum target for new hire salaries across all US locations for the posted role with the exception of any locations specifically referenced below (if any).

Within the range, individual pay is determined by work location and additional factors, including, but not limited to, job-related skills, experience, and relevant education or training. If you are selected to move forward, the recruiting team will provide details specific to the factors above.

Employee may be required to lift routine office supp