Supervisor, Client Services – Tissue Procurement

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 Supervisor, Client Services who will be a key member of the fast-paced Client Services Organization. This person is responsible for reporting metrics, supervising, monitoring, auditing, and coaching their team. The supervisor will work cross functionally to ensure that the business objectives are met, and all Tissue Procurement is performed in a timely manner.

Essential Duties and Responsibilities:

• Hire, train, coach, audit, perform competency assessments for a team of Client Service Tissue Procurement Coordinators
• Assist team with responding communicating via phone, email with various members of partner labs to manage sample and document requests, triage order issues, and coordinate shipping and receiving.
• Evaluate customer data in CRM and other reporting tools, derive actionable insights, suggest performance, and process improvements to leadership.
• Partner and work closely with regional sales directors and sales associates to ensure client satisfaction is high and current standards for patient access are met or exceeded.
• Partner with the rest of the Client Services team to procure tissue specimen timely.
• Work in a team environment and contribute to the team, department and company goals and metrics.
• Assist with writing Standard Operating Procedures (SOP’s) and implementing updating and new processes.
• Perform quality checks to ensure accuracy of data entry.
• Serve as a point of contact for clients and internal escalations for Tissue Procurement related issues.
• 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.

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/experience team is desired.
• Critical thinking skills for mining data and reporting trends in customer activity and complaints to upper management are required.
• Excellent problem-solving skills for resolving escalated situations are needed.
• 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 with a high level of computer proficiency, preferably in a Mac environment
• The 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 same.
• Flexibility with respect to working hours based on client and company needs is a must.
• The position is primarily remote but the ability to travel domestically for training and meetings is required.
• Bilingual English/Spanish 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 sche