Client Services Associate

Guardant Health is a leading precision oncology company focused on helping conquer cancer globally through use of its proprietary tests, vast data sets and advanced analytics. The Guardant Health oncology platform leverages capabilities to drive commercial adoption, improve patient clinical outcomes and lower healthcare costs across all stages of the cancer care continuum. Guardant Health has commercially launched Guardant360®, Guardant360 CDx, Guardant360 TissueNext™, Guardant360 Response™, and GuardantOMNI® tests for advanced stage cancer patients, and Guardant Reveal™ for early-stage cancer patients. The Guardant Health screening portfolio, including the Shield™ test, aims to address the needs of individuals eligible for cancer screening.

About the Role:

As a Client Services Associate I, you will play a key role in delivering an outstanding experience to our clients, including healthcare providers, patients, and partners. You will leverage your biotech or diagnostics expertise to support client inquiries, resolve complex issues, and collaborate with internal teams—including sales support—to ensure a seamless customer journey. 

This role is ideal for individuals with a background in biotechnology, diagnostics, or life sciences, a passion for customer service, and experience handling high-volume phone and email communication while supporting sales teams in a fast-paced environment.

Key Responsibilities:

• Act as the primary point of contact for high-volume client inquiries and concerns 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 in the assigned territories 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 quickly and escalating when necessary.
• Contact physicians and other medical personnel to obtain missing information required to complete the order entry process
• Ensure customer satisfaction and retention rates are high by educating healthcare providers and patients on company services, policies, and procedures.
• Provide exceptional sales support by assisting the field team respond to inquiries promptly
• Work cross-functionally with sales, laboratory operations, billing, and product teams to improve support processes and client experience.
• Maintain and update client records in SalesForce, LIMS and customer portal
• Assist with creation of customer accounts on the portal and provide first level troubleshooting where necessary.
• Identify client feedback trends and recommend process improvements to enhance service quality.
• Adhere to Standard Operating Procedures (SOP’s) pertaining to data entry and data verification requirements
• Work collaboratively with the offsite phlebotomy and tissue procurement teams, process kit orders as requested and send reports to patients/providers as needed 
• Meet and exceed metrics and KPIs for the role by using reports and dashboards in SFDC.
• Share best practices and success stories with the rest of the services team.
• Visit customers in the field as needed in collaboration with the sales team.
• Ensure compliance with HIPAA, CLIA, and industry regulations.

Who You Are

• Passionate about biotechnology, healthcare, and delivering exceptional client experiences.
• A proactive problem-solver with strong critical thinking and communication skills.
• Detail-oriented, highly organized, and able to manage multiple priorities in a fast-paced environment.
• A collaborative team player who thrives in a mission-driven organization.

Required Qualifications

• Bachelors degree in Biological Sciences or similar discipline is preferred
• 2+ years of experience in customer service, client support, or a related role in the biotech, diagnostics, or life sciences industry.
• Experience supporting sales teams, including account management, client onboarding, or order processing.
• Experience handling high-volume phone and email communication in a fast-paced environment.
• Strong verbal and written communication skills, with the ability to explain complex concepts clearly.
• Proficiency with CRM or ticketing systems (e.g., Salesforce, Zendesk) and Microsoft Office
• Understanding of healthcare regulations (HIPAA, CLIA) and laboratory testing workflows.
• Prior experience in the Oncology space and working with providers & patients is a plus.
• Demonstrated ability to learn quickly and work collaboratively in an operationally complex multi-product environment and excellent adaptability to changing procedures and policies

Why Join Us?

• Be part of a high-growth, mission-driven company making a real impact in healthcare.
• Work in a collaborative, inclusive environment that values professional development.
• Competitive compensation, benefits, and opportunities for career advancement.

Hybrid Work Model: At Guardant Health, we have defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.

The US hourly range for this full-time position is $18.41 to $29.42. The range does not include benefits and, if applicable, overtime, bonus, commission, or equity. The range displayed reflects the minimum and maximum target for new hire salaries across all US locations for the posted role with the exception of any locations specifically referenced below (if any).

For positions based in Palo Alto, CA or Redwood City, CA, the hourly range for this full-time position is $24.51 to $33.12. The range does not include benefits and, if applicable, overtime, bonus, commission, or equity.

Within the range, individual pay is determined by work location and additional factors, including, but not limited to, job-related skills, experience, and relevant education or training. If you are selected to move forward, the recruiting team will provide details specific to the factors above.

Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.

Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to [email protected]

Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

All your information will be kept confidential according to EEO guidelines.

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Please visit our career page at: http://www.guardanthealth.com/jobs/