Patient Navigation Specialist I
New
G
Guardant HealthOncology diagnostics
Primary Location: Remote - Open Position (USA), Pacific Time HoursFull-TimeEntry
Salary20 - 28 USD per year
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Job Details
- Languages
- Bilingual English/Spanish and any additional language is an asset
- Experience
- 2+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required
- Required Skills
- SalesforceMicrosoft OfficeDocumentationProblem SolvingCustomer service
Requirements
- High school diploma required.
- Four-year college degree in Biological Sciences or a similar discipline preferred.
- At least 2 years of customer experience in pharma, diagnostics, medical devices, biotech, or healthcare required.
- Solid experience using Microsoft Office and Salesforce (CRM).
- High computer proficiency; experience in a Mac environment is preferred.
- Able to learn quickly and collaborate in an operationally complex, multi-product environment.
- Able to adapt to changing procedures and policies.
- Able to multitask and work with self-discipline, good judgment, and independence.
- Organized, detail-oriented problem solver with the ability to manage escalated client- and patient-facing situations professionally.
- Flexible working hours based on client and company needs, including availability during U.S. company-observed holidays as operational needs require.
- Able to travel to Guardant Health offices for training and meetings as required.
- Bilingual English/Spanish and additional languages are an asset.
Responsibilities
- Communicate with vendors by phone and email to arrange offsite phlebotomy for patients.
- Assist clients and sales teams with placing kit orders for Guardant tests.
- Process offsite phlebotomy and kit orders, resolving cases with urgency.
- Build and maintain relationships with vendors, sales representatives, patients, and internal stakeholders.
- Participate in territory-specific meetings with sales and client services associates to define and prioritize business needs.
- Document email, fax, phone communications, and follow-up activities accurately.
- Follow standard operating procedures for offsite phlebotomy, kit orders, and related processes.
- Triage emails and faxes and upload information and documentation into Salesforce.com and LIMS.
- Resolve customer complaints and escalated situations, and monitor case-closure and turnaround-time metrics.
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