Patient Navigation Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage orders for OPS, Offsite Phlebotomy, and Kits for Guardant Health products.

• Liaise via phone and email with vendors to coordinate Offsite Phlebotomy for patients.

• Support clients and sales teams in placing kit orders.

• Address cases swiftly and with a strong sense of urgency.

• Develop and sustain relationships with Offsite Phlebotomy vendors, sales representatives, patients, and internal stakeholders.

• Engage in territory-specific meetings with associates from sales and client services.

• Work collaboratively with commercial and laboratory operations teams to find scalable solutions.

• Keep accurate records of email, fax, phone communications, and follow-up actions.

• Follow Standard Operating Procedures for Offsite Phlebotomy, Kit orders, and associated processes.

• Organize and prioritize emails and faxes as necessary.

• Input information and upload documents into Salesforce.com and LIMS.

• Communicate with clients, patients, sales, and laboratory teams using Salesforce and other integrated software platforms.

• Meet team and individual objectives and track metrics related to case resolution and turnaround times.

• Address customer complaints and manage escalated situations.

• Carry out additional administrative tasks as assigned.

⛳️ Requirements

• High school diploma is mandatory.

• A four-year college degree in Biological Sciences or a related field is preferred.

• At least 2 years of experience in customer-facing roles within pharma, diagnostics, medical devices, biotech, or healthcare is required.

• Strong proficiency in Microsoft Office applications.

• Experience with Salesforce (CRM) is advantageous.

• Capability to work effectively in a complex, multi-product operational environment and adapt to evolving procedures and policies.

• Outstanding written and verbal communication skills with a high degree of computer proficiency, preferably in a Mac environment.

• Ability to multitask while maintaining self-discipline, sound judgment, and independence.

• Proven track record of being an organized, detail-oriented problem solver who can manage escalated client/patient situations with professionalism.

• Flexibility regarding working hours to meet client and company requirements.

• Bilingual in English and Spanish, with proficiency in additional languages being a plus.

• Willingness to work during U.S. company-observed holidays, including the annual holiday shutdown period, based on client and operational demands.

• Physical ability to lift up to 25 pounds may be required.

• Background screening, including criminal history checks, is necessary.

• Capability to sit for prolonged periods.

• Proficient use of AI-enabled tools in compliance with company policies, ethical standards, and regulatory requirements.

🏝️ Benefits

• Primarily remote work opportunities.

• Travel to Guardant Health offices for training and meetings is possible.

• Flexible working hours based on client and company needs.

• Paid holidays in accordance with company-observed holidays, including the annual holiday shutdown period.

• Reasonable accommodations available for disabilities, long-term conditions, mental health issues, or sincerely held religious beliefs.