Client Services Associate

Company DescriptionGuardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer. For more information, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook. Position Summary: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.Responsibilities:CSA is responsible for receiving and responding to all types of communication: phone, email and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives and patients, while demonstrating a positive and professional image for Guardant Health at all timesContribute to volume growth in the territory by resolving cases quickly with a sense of urgencyWork in a team environment and contribute to the department and company goalsKeep precise and clear documentation of all email, fax, phone communications and follow-up activitiesAdhere to Standard Operating Procedures (SOP’s) pertaining to data entry and data verification requirementsEnter and qualify new customer information into Salesforce.com and LIMSContact physicians and other medical personnel to obtain missing information required to complete the order entry processPartner with the Clinical lab to ensure client information is correctly enteredSend/re-send patient reports as requested by the customersCommunicate professionally and effectively with all individuals, including external customers and internal Guardant Health team membersAssist with other administrative duties as assigned based on Company needsAssist with kit ordering, coordinating Offsite Phlebotomy Services as neededCommunicate to clients, patients and sales team using Salesforce (CRM) and other integrated software platformsAchieve team and individual goals and monitor personal metricsUse problem solving skills to resolve customer complaints and escalated situationsDemonstrate flexibility and adaptability in a fast-paced dynamic environmentHours and days may vary depending on operational needs, and some lifting (up to 25 pounds) may be necessaryQ...