Client Services & Operations Support Manager

Guardant Health

  • Singapore
  • Permanent
  • Full-time
  • 13 days ago
  • Apply easily
Company DescriptionGuardant Health is a leading precision oncology company focused on helping conquer cancer globally through use of its proprietary blood tests, vast data sets and advanced analytics. We are dedicated to helping patients at all stages of cancer live longer and healthier lives through the power of blood tests and the data they unlock— from informing better treatment in patients with advanced cancer, to new ways of monitoring recurrence in cancer survivors, and screening to find cancer at its earliest and most treatable in the general population.Job DescriptionThis role will support the operations for our recently launched revolutionary blood-based test for early cancer detection. In this role, you will work with our dynamic AMEA (Asia Pacific, Middle East and Africa) Team and collaborate closely with our US lab as well as our distributors in the region. We expect you to be an exceptional team member who will go that extra mile for patient care and help resolve urgent and time-critical issues. You should be able to personally engage customers in a positive and friendly manner to resolve issues and deliver the best possible customer experience.Job Responsibilities:1. Responsible for receiving and responding to all types of communication: phone, email and web inquiries from channel partners, customers (physician offices, laboratories, and hospitals) and patients.2. Handle a variety of inquiries, including questions about our technology, products and services, status of test results etc.3. Create content and SOPs for product launch with new clients and train external partners on the operations set-up.4. Direct enquiries internally to the appropriate departments (e.g. medical, finance, commercial, marketing, etc.)5. Keeping precise and clear documentation of all communications and follow up activities6. Follow up with channel partners and other related stakeholders to obtain missing information required to complete the order entry process7. Send/re-send patient reports as requested by the customers8. Assist with logistics/operations set-up for our commercial business and clinical trials9. Order and/ or facilitate the supply of kits and manage replenishment of kit inventory based on demand, for our teams in different markets.10. Understand accessioning and laboratory operations protocols as set by the lab.11. Develop process improvements related to case tracking, while keeping focus on both quality and turn-around time (TAT) and flag any delays to respective teams.12. Establish and adhere to Standard Operating Procedures (SOP’s) pertaining to various activities in the workflow.13. Collaborate with the software team to test enhancements leading to improvements in operational efficiencies14. Maximize our systems and tools to make the Client Service experience as positive and seamless and as possible.15. Participate in projects that extend beyond your day to day to stretch to help build a world class Client Service organization.Qualifications
  • Bachelor’s degree or equivalent in Life Sciences. Knowledge of Genetics and/ or Oncology is a plus.
  • Minimum 2-years’ experience working in a client services role, and relevant working experience of at least 5 years.
  • Experience of working with a healthcare/ biotech company preferred
  • Experience of handling operations and logistics with knowledge of general supply chain and/ or inventory planning preferred
  • Experience of handling logistics related to blood samples preferred
  • Competent in Microsoft Office, Excel and Salesforce.
  • Have excellent written and verbal communication skills
  • Team player who is known for the ability and willingness to collaborate with a team comprised of internal employees, contractors, and managers
  • Able to multitask and take on various projects, working with self-discipline, good judgment, and independence in a dynamic office setting
  • Ability to adapt to changing procedures, policies, and work environment
  • Flexibility with respect to working hours based on operational needs
  • Proficient in speaking, reading and writing English. Second language is a plus.
  • Problem-solving attitude and exercise critical thinking
Additional InformationGuardant Health AMEA 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.

Guardant Health