Client Services Associate

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.

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 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 :

Bachelors degree or equivalent combination of education and experience preferred.

0-2 years experience of client services within healthcare pharmaceutical diagnostic biotech or medical device sectors.

Proven proficiency using 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 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 scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.

The US hourly range for this full-time position is $20.76 to $28.54. 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).

For positions based in Palo Alto CA or Redwood City CA the hourly range for this full-time position is $24.42 to $33.58. The range does not include benefits and if applicable overtime bonus commission or equity.

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 supplies and use office equipment. Majority of the work is performed in a desk/office environment; however there may be exposure to high noise levels fumes and biohazard material in the laboratory environment. Ability to sit for extended periods of time.

Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities long-term conditions mental health conditions or sincerely held religious beliefs. If you need support please reach out to 

Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability.

All your information will be kept confidential according to EEO guidelines.

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