Client Services Associate
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Job Description
Client Services Associate supporting clients and patients in healthcare remotely. Resolving inquiries and contributing to departmental objectives with a focus on customer satisfaction.
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 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
Requirements:
- 4 year college degree in Biological Sciences or similar discipline is preferred
- 2+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required
- Solid experience using Microsoft Office is needed, Salesforce (CRM) experience is a plus
- Quick learner who can work collaboratively in an operationally complex multi-product environment and can adapt to changing procedures and policies
- Excellent written and verbal communication skills with a high level of computer proficiency, preferably in a Mac environment
- Ability to multitask, work with self-discipline, good judgment, and independence is necessary
- Demonstrated ability to be an organized, detailed oriented problem solver and manage client facing escalated situations in a professional manner
- Flexibility with respect to working hours based on client and company needs
- Bilingual English/Spanish is an asset
Benefits:
- Flexible working hours
- Health insurance
- Professional development opportunities
- Paid time off
- Remote work options
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