Client Services Associate (Southeast Region - EDT 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 (CSA) plays a crucial role in delivering exceptional support to clients and patients within their designated territory. Collaborating closely with the Client Services Team, they contribute to achieving departmental objectives and partner cross-functionally with commercial and laboratory operations to develop scalable solutions for Guardant Health. The ideal candidate excels in professional communication and fosters positive relationships with external customers and internal teams alike.

This role will be working EDT Hours.

Essential Duties and Responsibilities:

• Serve as the primary point of contact, responding promptly and professionally to inquiries via phone, email, and web from physicians, laboratories, hospitals, sales representatives, and patients.
• Drive territory growth by resolving cases efficiently and with a sense of urgency, ensuring customer satisfaction.
• Maintain accurate, detailed documentation of all communications, follow-up activities, and case progress.
• Adhere to Standard Operating Procedures (SOPs) related to data entry, verification, and quality standards.
• Enter and qualify new customer information into Salesforce.com and Laboratory Information Management System (LIMS).
• Proactively communicate with healthcare professionals to gather necessary information for order processing.
• Collaborate with the Clinical Laboratory team to ensure accurate data entry and order fulfillment.
• Manage and resend patient reports as requested, ensuring timely delivery.
• Utilize Salesforce and other integrated platforms to communicate effectively with clients, patients, and internal teams.
• Contribute to team and individual performance by monitoring metrics and striving to meet or exceed goals.
• Apply problem-solving skills to address and resolve customer concerns or escalations professionally.
• Demonstrate flexibility and adaptability in a fast-paced environment.
• Assist with administrative tasks such as kit ordering and coordinating Offsite Phlebotomy Services when needed.
• Perform other duties as assigned to support operational needs.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience preferred.
• 1-2+ years experience of client services within healthcare, pharmaceutical, diagnostic, biotech, or medical device sectors.
• Proven proficiency using Salesforce.com and Microsoft Office Suite.
• Excellent written and verbal communication skills.
• Strong computer skills, preferably in a Mac environment.
• Ability to multitask and manage multiple projects independently, demonstrating good judgment and self-discipline.
• Experience working effectively in a collaborative team environment.
• Flexibility regarding working hours based on operational needs.
• Bilingual in English and Spanish is a plus.

Additional Information

Hybrid Work Model: At Guardant Health, we have defined days for in-person/onsite collaboration