Client Services Associate II (West Region - PST Hours)

Company Description

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.

Job Description

About the Role:

The Client Services Associate II (CSA II) plays a pivotal role in delivering an exceptional client and patient experience within their assigned territory. Serving as a trusted partner to physicians, laboratories, hospitals, sales representatives, and patients, the CSA II not only resolves inquiries but also drives process improvements and contributes to the scalability of Guardant Health’s operations.

Working closely with the Sales Team, Laboratory Operations, and cross-functional stakeholders, the CSA II ensures cases are managed with efficiency, accuracy, and a client-first mindset. This role requires advanced problem-solving, strong communication skills, and the ability to manage more complex cases with limited supervision. The CSA II may also mentor and support the development of new team members, helping to foster a culture of excellence.

This role will be working PST hours.

Essential Duties and Responsibilities:

• Serve as the primary point of contact for escalated or complex client inquiries, responding promptly and professionally via phone, email, and web.

• Drive territory growth and retention by resolving cases with urgency, accuracy, and a high degree of customer satisfaction.

• Maintain comprehensive and precise documentation of all communications, follow-up activities, and resolution steps in Salesforce and LIMS.

• Ensure strict adherence to SOPs, quality standards, and compliance requirements while identifying opportunities to streamline processes.

• Independently manage order workflows, proactively engaging with healthcare professionals to gather missing or critical information to ensure accurate order fulfillment.

• Collaborate with Clinical Laboratory, Commercial, and Operations teams to troubleshoot issues and implement scalable solutions.

• Manage the release, correction, and re-delivery of patient reports with a focus on timeliness and accuracy.

• Leverage Salesforce and integrated systems to track, manage, and communicate case progress effectively.

• Monitor and analyze key performance metrics, striving to meet or exceed individual and team goals while contributing to continuous improvement efforts.

• Apply advanced problem-solving skills to address customer concerns and manage escalations to resolution with minimal oversight.

• Provide peer support and mentorship to new or junior team members, reinforcing best practices and team standards.

• Assist with higher-level administrative tasks such as kit ordering, phlebotomy coordination, and process documentation.

• Demonstrate adaptability and resilience in a fast-paced, evolving environment.

• Perform additional duties as needed to support departmental and organizational objectives.

Qualifications

• Bachelor’s degree preferred; high school diploma or equivalent required, along with relevant experience.
• 2-4+ years experience working with customers within biotech, life sciences, diagnostics, or healthcar