Full-Time Client Services Associate
Guardant Health is hiring a remote Full-Time Client Services Associate. The career level for this job opening is Entry Level and is accepting Worldwide based applicants remotely. Read complete job description before applying.
Guardant Health
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About the Role: As a Client Services Associate I, you will deliver an outstanding experience to our clients (healthcare providers, patients, and partners). Leverage your biotech or diagnostics expertise to support client inquiries, resolve complex issues, and collaborate with internal teams (sales support) to ensure a seamless customer journey.
Key Responsibilities:
- Act as the primary point of contact for high-volume client inquiries via phone, email, and chat, providing timely, accurate, and empathetic support.
- Utilize biotech or diagnostics knowledge to provide expert guidance on test orders, results (non-clinical), and service-related questions.
- Support test volume growth by assisting with problem case resolution, client onboarding, order processing, and account management.
- Provide best-in-class customer experience by addressing and resolving complex client concerns; escalate when necessary.
- Contact physicians and medical personnel to obtain missing information for order entry.
- Ensure high customer satisfaction and retention rates by educating healthcare providers and patients on services, policies, and procedures.
- Provide exceptional sales support to the field team.
- Work cross-functionally with sales, laboratory operations, billing, and product teams to improve support processes.
- Maintain and update client records in Salesforce, LIMS, and customer portal.
- Assist with customer account creation and troubleshooting.
- Identify client feedback trends and recommend process improvements.
- Adhere to Standard Operating Procedures (SOPs) for data entry and verification.
- Collaborate with offsite teams (phlebotomy, tissue procurement).
- Meet and exceed metrics and KPIs using reports and dashboards in SFDC.
- Share best practices and success stories.
- Visit customers in the field as needed (with sales team).
- Ensure compliance with HIPAA, CLIA, and industry regulations.
Who You Are:
- Passionate about biotechnology, healthcare, and exceptional client experiences.
- Proactive problem-solver with strong critical thinking and communication skills.
- Detail-oriented, highly organized, and able to manage multiple priorities.
- Collaborative team player.
Required Qualifications:
- Bachelor's degree in Biological Sciences (or similar)
- 2+ years experience in customer service, client support, or related role in biotech, diagnostics, or life sciences.
- Experience supporting sales teams (account management, onboarding, order processing).
- High-volume phone/email communication experience.
- Strong verbal/written communication skills.
- CRM/ticketing system proficiency (Salesforce, Zendesk).
- Microsoft Office proficiency.
- Understanding of healthcare regulations (HIPAA, CLIA).
- Laboratory testing workflow experience is a plus.
- Oncology experience preferred.
Why Join Us?:
- High-growth, mission-driven company.
- Collaborative, inclusive environment.
- Competitive compensation, benefits, and career advancement.
Hybrid Work Model: In-person/onsite days, work-from-home days. Specific days/locations specified in job description.
Compensation: $18.41 - $29.42/hour (US). Specific ranges for Palo Alto/Redwood City, CA.
Employee Requirements: Ability to lift supplies, operate office equipment; primarily desk/office environment, but possible exposure to noise, fumes, biohazard material in lab settings. Extended sitting.
Benefits: Reasonable accommodations for qualified candidates.