Patient Navigation Specialist

Summary

Join Guardant Health as a full-time Offsite Phlebotomy Specialist! You will be a key member of the Client Services Organization, responsible for processing OPS and Kit orders. Collaborate with team members to achieve department goals and work cross-functionally to identify scalable solutions. This role involves communicating with vendors, clients, and sales teams, managing orders, maintaining relationships, and ensuring precise documentation. You will utilize Salesforce.com and LIMS, and contribute to a fast-paced, dynamic environment. The position is primarily remote, with potential for travel to Guardant Health offices.

Requirements

• High school diploma
• 2+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting
• Solid experience using Microsoft Office
• Quick learner who can work collaboratively in an operationally complex multi-product environment and can adapt to changing procedures and policies
• Excellent written and verbal communication skills (phone, email) with a high level of computer proficiency, preferably in a Mac environment
• Ability to multitask, work with self-discipline, good judgment, and independence
• Demonstrated ability to be an organized, detailed oriented problem solver and manage client/patient facing escalated situations in a professional manner
• Flexibility with respect to working hours based on client and company needs

Responsibilities

• Communicate via phone and email with various vendors to arrange Offsite Phlebotomy for patients and assist clients and sales team place kit orders for our tests
• Contribute to processing Offsite Phlebotomy and Kit orders for Guardant products by resolving cases quickly with a high sense of urgency
• Build and maintain effective relationships with Offsite Phlebotomy vendors, sales representatives, patients and internal stakeholders
• Participate in territory specific meetings with the sales and client services associates to define, prioritize and execute on the business needs
• 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) related to Offsite Phlebotomy, Kit orders and related processes
• Assist with triaging emails and faxes if necessary
• Enter information and upload documentation into Salesforce.com and LIMS
• 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
• Communicate to clients, patients, sales and laboratory teams using Salesforce (CRM) and other integrated software platforms
• Achieve team and individual goals and monitor personal metrics related to case closure and turnaround times
• Use problem solving skills to resolve customer complaints and escalated situations
• Demonstrate flexibility and adaptability in a fast-paced dynamic environment

Preferred Qualifications

• 4 year college degree in Biological Sciences or similar discipline
• Salesforce (CRM) experience
• Bilingual English/Spanish and any additional language

Benefits

Hybrid Work Model