Client Services Associate

Summary

Join Guardant Health as a Client Services Associate (CSA) and provide exceptional support to clients and patients. Collaborate with the Client Services Team to achieve departmental objectives and partner with commercial and laboratory operations. The ideal candidate possesses excellent communication skills and builds positive relationships. This role requires working PST hours and involves serving as the primary point of contact for client inquiries, driving territory growth, maintaining accurate documentation, and adhering to SOPs. You will also enter customer information into Salesforce.com and LIMS, proactively communicate with healthcare professionals, collaborate with the Clinical Laboratory team, and manage patient reports. Problem-solving skills and adaptability are essential for success in this fast-paced environment.

Requirements

• Bachelor’s 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 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

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 (SOP) 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

Preferred Qualifications

Bilingual in English and Spanish is a plus

Benefits

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