Patient Navigation Specialist I - Pacific Time Zone Support

Company DescriptionGuardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer. For more information, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook.

We are looking for a full-time Patient Navigation Specialist/ Offsite Phlebotomy Specialist to process OPS and Kit orders.They will be a key member of the fast paced Client Services Organization. This person will work collaboratively with other Client Services Team members to achieve department goals and work cross functionally with commercial and lab operations partners to identify scalable solutions for Guardant Health. This position will work Pacific Time Hours.

Responsibilities:

• The Patient Navigation Specialist is responsible for communicating via phone, email with various vendors to arrange Offsite Phlebotomy for patients and also assist clients and sales team place kit orders for our tests

• Contribute to processingOffsite 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 (SOP’s) 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

• Hours and days may vary depending on operational needs, and some lifting (up to 25 pounds) may be necessary

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 and Salesforce (CRM) is needed

• 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 ma...