Customer Service Coordinator

Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care.

We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges.

GRAIL is headquartered in the bay area of California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.

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Join our dynamic team in our mission to enhance lives through active listening, innovative solutions, and crafting unparalleled customer journeys. As a Customer Service Coordinator, working specifically within the Accounts Team, at GRAIL you will serve as the primary operator to enter new provider information into GRAIL’s customer relationship management (CRM) software, Salesforce, during provider onboarding.

In addition to basic data entry, this position is responsible for executing backend customer onboarding steps to ensure new customers have all required materials, education, and system access. This position works closely with Customer Service Representatives and the Sales Team.

Customer Service Coordinators are required to communicate with various teams to ensure customers are configured as expected for both internal and external stakeholders. This position requires excellent attention to detail, effective written and verbal communication skills, the ability to multitask, flexibility regarding tasks and schedule, and the ability to work independently as well as within a highly-collaborative team environment.

This role is based in Menlo Park, California, and will move to Sunnyvale, California in Fall 2026. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 40%, or 16 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and business needs and could exceed the 40% requirement for the site.

At our Menlo Park campus, Tuesdays and Thursdays are the key days where we encourage on-site presence to engage in events and on-site activities.

• Enter new provider information into GRAIL’s CRM including basic account and contact details.
• Verify new providers to ensure they meet GRAIL’s requirements to order testing.
• Understand how an account integrates across GRAIL's systems and be able to synchronize the data accordingly.
• Accurately enter sensitive information with a focus on precision and timeliness.
• Provide user access to external-facing systems and provide minor technical support.
• Configure users and their preferences within GRAIL's provider portal.
• Facilitate the initial correspondence and ordering of supplies.
• Accurately document changes within Salesforce for audit and tracking purposes.
• Document interactions in a clear, concise, and thorough manner, and ensure proper completion of tasks during scheduled working hours.
• Maintain the highest level of courtesy under all conditions.
• Embody GRAIL values and communicate with others by these standards.
• Demonstrate a thorough knowledge of GRAIL products and procedures.
• Communicate effectively across the organization.
• Remain flexible in role and assist other teams within Customer Service when appropriate.
• Adhere to Standard Operating Procedures (SOPs) about customer service.
• Participate in our development program, rotating into other customer service groups to broaden your understanding and skillset.
• Comply with GRAIL policies regarding Bloodborne Pathogen Exposure Control, Chemical Hazards, Illness and Injury Prevention, Fire Safety, and Quality Assurance.
• Abide by CLIA, CAP, HIPAA, and…