Client Services Associate

Client Services Associate (Southeast Region EDT Hours)

Guardant Health, a leading precision oncology company, invites applications for the Client Services Associate role. This position is based in the Southeast region and operates on Eastern Daylight Time (EDT) hours.

Company Description

Guardant Health is a precision oncology company focused on protecting wellness and giving everyone more time free from cancer. Founded in 2012, Guardant accelerates new cancer therapies by providing critical insights through advanced blood and tissue tests, real?world data, and AI analytics.

About the Role

The Client Services Associate plays a crucial role in delivering exceptional support to clients and patients within their designated territory. The CSA collaborates closely with the Client Services Team, contributes to departmental objectives, and partners cross?functionally with commercial and laboratory operations to develop scalable solutions for Guardant Health.

Essential Duties and Responsibilities

• Serve as the primary point of contact, responding promptly and professionally to inquiries via phone, email, and web from physicians, laboratories, hospitals, sales representatives, and patients.
• Drive territory growth by resolving cases efficiently and with a sense of urgency, ensuring customer satisfaction.
• Maintain accurate, detailed documentation of all communications, follow?up activities, and case progress.
• Adhere to SOPs related to data entry, verification, and quality standards.
• Enter and qualify new customer information into Salesforce.com and Laboratory Information Management System (LIMS).
• Proactively communicate with healthcare professionals to gather necessary information for order processing.
• Collaborate with the Clinical Laboratory team to ensure accurate data entry and order fulfillment.
• Manage and resend patient reports as requested, ensuring timely delivery.
• Utilize Salesforce and other integrated platforms to communicate effectively with clients, patients, and internal teams.
• Contribute to team and individual performance by monitoring metrics and striving to meet or exceed goals.
• Apply problem?solving skills to address and resolve customer concerns or escalations professionally.
• Demonstrate flexibility and adaptability in a fast?paced environment.
• Assist with administrative tasks, such as kit ordering and coordinating off?site phlebotomy services when needed.
• Perform other duties as assigned to support operational needs.
  

Qualifications

• Bachelors degree or equivalent combination of education and experience preferred.
• 1?2+ years of client?services experience within healthcare, pharmaceutical, diagnostic, biotech, or medical device sectors.
• Proven proficiency using Salesforce.com and Microsoft Office Suite.
• Excellent written and verbal communication skills.
• Strong computer skills, preferably in a macOS environment.
• Ability to multitask and manage multiple projects independently, demonstrating good judgment and self?discipline.
• Experience working effectively in a collaborative team environment.
• Flexibility regarding working hours based on operational needs.
• Bilingual in English and Spanish is a plus.
  

Additional Information

• Hybrid Work Model: Guardant Health requires employees living within 50 miles of a Guardant facility to work onsite on Mondays, Tuesdays, and Thursdays. All U.S. employees may work from home on other days.
• US hourly range: $20.76 to $28.54.
  

Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability. All information is kept confidential according to EEO guidelines.

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