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Client Services Associate

3 months ago

Palo Alto California, United States Guardant Health Full time
Job Description

About the Role:


The Client Services Associate (CSA) is responsible for providing exceptional support to clients and patients in their territory, work collaboratively with other Client Services Team members to achieve department goals and work cross functionally with commercial and lab operations partners to identify scalable solutions for Guardant Health.

The Client Services Associate must possess the ability to communicate professionally and effectively with all individuals, including external customers and internal Guardant Health personnel.


Essential Duties and 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 times

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 (url removed) 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

Hours and days may vary depending on operational needs, and some lifting (up to 25 pounds) may be necessary.