Remote Client Services Associate II

Summary

Join Guardant Health as a Client Services Associate II (CSA II) to provide exceptional support to clients and patients, work collaboratively with the Client Services Team, and contribute to volume growth in the territory. The CSA II will be responsible for receiving and responding to all types of communication, resolving cases quickly, and keeping precise documentation. This role requires a 4-year college degree in Biological Sciences or similar discipline, 2+ years of experience working with customers in pharma, diagnostic, medical device, biotech, or healthcare settings, and solid experience using Microsoft Office.

Responsibilities

• Receiving and responding to all types of communication: phone, email, and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives, and patients
• Contribute to volume growth in the territory by resolving cases quickly with a sense of urgency
• Work in a team environment and contribute to the department and company goals
• Keep precise and clear documentation of all email, fax, phone communications, and follow-up activities
• Adhere to Standard Operating Procedures (SOP’s) pertaining to data entry and data verification requirements
• Enter and qualify new customer information into Salesforce.com and LIMS
• Contact physicians and other medical personnel to obtain missing information required to complete the order entry process
• Partner with the Clinical lab to ensure client information is correctly entered
• Send/re-send patient reports as requested by the customers
• Communicate professionally and effectively with all individuals, including external customers and internal Guardant Health team members
• Assist with other administrative duties as assigned based on Company needs
• Assist with kit ordering, coordinating Offsite Phlebotomy Services as needed
• Communicate to clients, patients, and sales team using Salesforce (CRM) and other integrated software platforms
• Achieve team and individual goals and monitor personal metrics
• Use problem-solving skills to resolve customer complaints and escalated situations
• Demonstrate flexibility and adaptability in a fast-paced dynamic environment