Remote Client Services Associate

Summary

Join the Client Services Associate team at Guardant Health to provide exceptional support to clients and patients, work collaboratively with other team members, and contribute to volume growth in the territory.

Responsibilities

• Provide exceptional support to clients and patients
• Work collaboratively with other Client Services Team members to achieve department goals
• Work cross functionally with commercial and lab operations partners to identify scalable solutions for Guardant Health
• Receive and respond 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