Patient Navigation Specialist 1

Responsibilities

• Communicate via phone and email with various vendors to arrange Offsite Phlebotomy for patients and assist clients and sales team place kit orders for our tests
• Contribute to processing Offsite Phlebotomy and Kit orders for Guardant products by resolving cases quickly with a high sense of urgency
• Build and maintain effective relationships which create a high level of trust with Offsite Phlebotomy vendors, sales representatives, patients and internal stakeholders
• Participate in territory specific meetings with the sales and client services associates to define, prioritize and execute on the business needs
• 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 (SOPs) related to Offsite Phlebotomy, Kit orders and related processes
• Assist with triaging emails and faxes if necessary
• Enter information and upload documentation into Salesforce.com and LIMS
• 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
• Communicate to clients, patients, sales and laboratory teams using Salesforce (CRM) and other integrated software platforms
• Achieve team and individual goals and monitor personal metrics related to case closure and turnaround times
• Use problem solving skills to resolve customer complaints and escalated situations
• Demonstrate flexibility and adaptability in a fast-paced dynamic environment

Qualifications

• 4 year college degree in Biological Sciences or similar discipline is preferred
• High school diploma required
• 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 (phone, email) 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/patient facing escalated situations in a professional manner
• Flexibility with respect to working hours based on client and company needs
• The position is primarily remote but ability to travel to Guardant Health offices for trainings and meetings may be required
• Bilingual English/Spanish and any additional language is an asset
• Client Services positions are considered business-critical and require flexibility and availability to work during U.S. Company-observed holidays, including the Company’s annual holiday shutdown period, based on client and operational needs
• Demonstrate curiosity, sound judgment, and the ability to critically evaluate and responsibly leverage AI-enabled tools in accordance with company policies, ethical standards, and regulatory requirements to improve the efficiency, effectiveness, and quality of work