Patient Navigation Specialists 1

About the Role

We are looking for a full-time Patient Navigation Specialist I – Screening to join our newly formed Screening Patient Navigation Department. This department is dedicated to supporting patients through the screening process to ensure timely and successful sample collections. As a key member of this growing team, you will collaborate with internal departments, vendors, providers, and sales representatives to deliver an exceptional patient experience and operational excellence.

Responsibilities

• Serve as the primary point of contact to coordinate patient screening activities, including communication with patients, providers, vendors, and sales teams.
• Communicate professionally and effectively via phone, email, and Salesforce CRM to ensure a smooth patient navigation experience through the screening workflow.
• Build and maintain strong relationships with patients, vendors, sales representatives, and internal stakeholders to support program success.
• Participate in territory-specific meetings with sales and client services associates to align business needs and priorities.
• Ensure all patient and provider communications are accurately and promptly documented in Salesforce and other systems.
• Follow established Standard Operating Procedures (SOPs) for patient navigation workflows.
• Monitor and track case progress, escalate issues appropriately, and ensure service level agreements (SLAs) are met.
• Achieve team and individual goals related to case management and turnaround times.
• Apply problem-solving skills to resolve escalated situations professionally and efficiently.
• Demonstrate flexibility and adaptability in a fast-paced, dynamic environment.
• Assist with additional administrative duties as assigned to support overall department needs.
• Support continuous improvement initiatives to refine patient navigation workflows and enhance operational efficiency.

Qualifications

• Bachelor’s degree in Biological Sciences, Healthcare Administration, or a related field preferred; high school diploma required.
• 2+ years of experience in customer service within pharma, diagnostics, medical device, biotech, or healthcare settings.
• Strong proficiency in Microsoft Office; experience with Salesforce (CRM) is a plus.
• Ability to work independently with excellent time management, multitasking, and organizational skills.
• Exceptional written and verbal communication skills, with strong attention to detail.
• Proven ability to work collaboratively across teams in an operationally complex, multi-product environment.
• Ability to adapt quickly to changing procedures, policies, and priorities.
• Flexibility with respect to working hours based on client and operational needs.
• Bilingual skills (English/Spanish or other languages) are a plus.
• While the position is primarily remote, occasional travel to Guardant Health offices for training or meetings may be required. 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.