Client Services Associate

Guardant 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.

The Client Services Associate is is responsible for providing exceptional support to Guardant Health’s customers, clinical laboratory, country representatives, finance team and Public-Private-Partnership labs. The Client Services Associate as part of a hybrid and dynamic operations model works across Client Services, Supply Chain and Billing and must possess the ability to communicate professionally and effectively with all individuals, including external customers and internal Guardant Health personnel.

The Client Services Associate will support Guardant Health’s day-to-day operation, in-time-in-full white-glove service delivery across all operational aspects and should be able to triage workloads and inquiries. Key focuses will be on ensuring that accounting and revenue cycle and supply chain operations are efficiently managed and completed promptly.

Essential Duties and Responsibilities:

• Receive and respond to telephone, email, web and other customer, country and patient inquiries.
• External and internal customer outreach to obtain missing information, to support collections and to inform.
• Enter new customer information in Salesforce.
• Adhere to SOP’s pertaining to Operational requirements, ensuring high-quality and good document practice.
• Appropriately field calls for payment collection or reimbursement and billing and process them.
• Ensure to work closely with other Client Service teams to ensure exceptional support to Guardant Health customers.
• Assist with maintaining updated training materials.
• Assist with department projects as dictated by Leadership.
• Other administrative duties.

• 2+ years experience of working in customer services and billing role involving direct interaction with preferably typical healthcare stakeholders, including patients and family members.
• Strong interpersonal skills, able to communicate with internal and external stakeholders. Able to handle difficult conversations effectively and resolve enquiries and complaints to the mutual satisfaction of both parties.
• Knowledge of Client Services and Medical Billing process involving payor structures and administrative guidelines surrounding claim submissions.
• Subject matter expertise in Client Services and/or Billing and be able to support the team identify and resolve challenges.
• Knowledge of cancer and medical oncology is a plus.
• Proficiency in English and min. one other EU language is required.
• Ability to perform basic analysis from raw data.
• Strong communication skills with the ability to coordinate administrative tasks and group meetings.
• Proficient with MS Office, customer relationship management (CRM) software and feeling comfortable with daily use technologies.

Work Environment:

This is a home based office position. The Client Services Associate has the ability to travel internationally up to 5% and for some trips involving longer stays. Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed on a desk.

Education: High school diploma, or its equivalent required plus experience. BA/BS degree or equivalent qualification preferred.

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/