Client Services Associate (Southeast Region - EDT Hours)

Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. The Client Services Associate plays a crucial role in delivering exceptional support to clients and patients, collaborating with the Client Services Team to achieve departmental objectives and develop scalable solutions.

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 Standard Operating Procedures (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 Offsite Phlebotomy Services when needed
• Perform other duties as assigned to support operational needs

Skills

• Bachelor's degree or equivalent combination of education and experience preferred
• 1-2+ years experience of client services 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 Mac 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

Company Overview

Company H1B Sponsorship