Guardant Health

Client Services Representative

• Exceptional support to Guardant Health’s customers, clinical laboratory and country representatives.
• Support day-to-day operation and in-time-in-full white-glove service delivery.
• Triage workloads and inquiries.
• Ensure efficient management of accounting and revenue cycle operations.
• External and internal customer outreach to obtain missing information, support collections, and inform.
• Enter new customer information in Salesforce.
• Adhere to SOP’s pertaining to Operational requirements.
• Appropriately field calls for payment collection or reimbursement and billing and process them.
• Work closely with other Client Service teams to ensure exceptional support.

Client Services Associate – Fixed Term

• CSA is responsible for assisting with training new hires, keeping up with training checklists and auditing new hire work, as needed.
• CSA may be expected to manage a higher case load and/or complex territory based on business needs.
• Answer and assist with common issues/ inquiries and escalate to the CS leadership team if needed.
• CSA is responsible for receiving and responding to all types of communication: phone, email and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives and patients, while demonstrating a positive and professional image for Guardant Health at all times.
• Contribute to volume growth in the territory by resolving cases quickly with a sense of urgency.
• Work in a team environment and contribute to the department and company goals.
• Keep precise and clear documentation of all email, fax, phone communications and follow-up activities.
• Adhere to Standard Operating Procedures (SOP’s) pertaining to data entry and data verification requirements.
• Enter and qualify new customer information into Salesforce.com and LIMS.
• Contact physicians and other medical personnel to obtain missing information required to complete the order entry process.
• Partner with the Clinical lab to ensure client information is correctly entered.
• Send/re-send patient reports as requested by the customers.
• Communicate professionally and effectively with all individuals, including external customers and internal Guardant Health team members.
• Assist with other administrative duties as assigned based on Company needs.
• Assist with kit ordering, coordinating Offsite Phlebotomy Services as needed.
• Communicate to clients, patients and sales team using Salesforce (CRM) and other integrated software platforms.
• Achieve team and individual goals and monitor personal metrics.
• Use problem solving skills to resolve customer complaints and escalated situations.
• Demonstrate flexibility and adaptability in a fast-paced dynamic environment.

Client Services Associate II

• CSA is responsible for receiving and responding to all types of communication: phone, email and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives and patients, while demonstrating a positive and professional image for Guardant Health at all times
• Contribute to volume growth in the territory by resolving cases quickly with a sense of urgency
• Work in a team environment and contribute to the department and company goals
• Keep precise and clear documentation of all email, fax, phone communications and follow-up activities
• Adhere to Standard Operating Procedures (SOP’s) pertaining to data entry and data verification requirements
• Enter and qualify new customer information into Salesforce.com and LIMS
• Contact physicians and other medical personnel to obtain missing information required to complete the order entry process
• Partner with the Clinical lab to ensure client information is correctly entered
• Send/re-send patient reports as requested by the customers
• Communicate professionally and effectively with all individuals, including external customers and internal Guardant Health team members
• Assist with other administrative duties as assigned based on Company needs
• Assist with kit ordering, coordinating Offsite Phlebotomy Services as needed
• Communicate to clients, patients and sales team using Salesforce (CRM) and other integrated software platforms
• Achieve team and individual goals and monitor personal metrics
• Use problem solving skills to resolve customer complaints and escalated situations
• Demonstrate flexibility and adaptability in a fast-paced dynamic environment

Client Services Associate

• Supervise a team of Client Service Associates (CSA) and assist with responding to all types of communication: phone, email and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives and patients, while demonstrating a positive and professional image for Guardant Health at all times
• Hire, train, coach, audit, perform competency assessments for a team of Client Service Associates
• Support performance management by providing regular feedback, recognizing achievements and addressing performance concerns to maintain a high-performing team
• Capable of providing support and coverage for other territories as dictated by business needs, and fulfilling the responsibilities of a CSA when required
• Generate, evaluate, and analyze customer data and reports using CRM and reporting tools (e.g., SFDC, LIMS, Tableau) to monitor key metrics, derive actionable insights, and recommend performance and process improvements to leadership in support of designated territories
• Partner and work closely with regional sales directors and account managers to ensure client satisfaction is high and current standards for patient access are met or exceeded
• Work in a team environment and to exceed the regional, department and company goals and metrics
• Contribute to volume growth in the territory/region by demonstrating exemplary case queue management techniques and assisting team to prioritize and resolve cases quickly with a sense of urgency
• Assist with writing Standard Operating Procedures and implementing updating and new processes
• Enter and qualify new customer information into SFDC and LIMS
• Perform quality checks to ensure accuracy of data entry
• Serve as a point of contact for client and internal escalations (phone/email) for the territories the team covers
• Contact physicians and other medical personnel to obtain missing information required to complete the order entry process
• Partner with the Clinical lab to ensure client information is correctly entered
• Communicate professionally and effectively with all individuals, including external customers and internal Guardant Health team members
• Actively participate on cross functional projects involving improving operational efficiency for the team and act as a SME on enhancement and integration projects improving corporate efficiency
• Create and maintain Leadership Procedural documents and tutorials (ex: DAR, NCR)
• Participate in cross functional meetings to represent the Voice of the Customer and the needs of Client Services team
• Demonstrate flexibility and adaptability in a fast-paced dynamic environment
• Hours and days may vary depending on operational needs, and some lifting (up to 25 pounds) may be necessary

Supervisor, Client Services, Oncology

Director

• Own and deliver substantial national revenue targets
• Develop long-term enterprise partnership strategies spanning multiple states
• Lead enterprise expansion from initial engagement to national standardization
• Structure and negotiate complex, multi-year and risk-based agreements
• Ensure forecasting precision and executive-level revenue visibility
• Serve as executive sponsor to Chief Population Health Officers, CMOs, and CFOs
• Present Guardant’s enterprise value proposition at governance committees and board-level forums
• Influence national preventive care and screening strategies at the highest levels
• Lead large-scale health system transformation initiatives
• Guide national systems through standardization across diverse geographies
• Align cross-functional Guardant resources to support enterprise transformation
• Drive cultural alignment and stakeholder engagement within complex systems
• Lead sophisticated contracting strategies including risk-sharing agreements and multi-year enterprise contracts.
• Shape internal commercial strategies based on payer-provider economics
• Provide executive guidance on reimbursement and regulatory shifts
• Leverage advanced population health analytics to inform national growth strategies
• Interpret enterprise quality and utilization dashboards
• Develop board-ready ROI analyses tied to quality improvement and cost avoidance
• Identify national expansion opportunities through data-driven modeling
• Establish national enterprise playbooks adopted across regions
• Mentor and develop Senior Managers and enterprise account leaders
• Foster a culture of accountability, collaboration, and strategic excellence.
• Advise executive leadership on enterprise risk and growth opportunities.

Director, National Accounts – Health Systems

Sales

• Lead a team of Account Executives within a designated region
• Promote SHIELD to general practice providers
• Recruit, hire, coach, and develop Account Executives
• Manage relationships with laboratories and thought leaders
• Achieve quarterly and annual sales goals
• Collaborate with Key Account Managers

Regional Sales Director, CT, RI, Western MA, Westchester NY Area

Account Executive

• Consistently meet or exceed sales goals through effective prospecting, relationship-building, and execution of national sales strategies.
• Focus on building strong relationships with healthcare providers to adopt the Shield test for CRC and other cancers.
• Provide in-depth product knowledge and training to primary care practices to gain stakeholder support for SHIELD integration.
• Work closely with clinical, marketing, and product teams to align strategies and execute business plans.
• Monitor competitive landscape and analyze market trends to inform sales tactics.

Account Executive – Screening

• Responsible for leading a team of Account Executives within a designated region
• Recruit, hire, coach, develop, and lead the Account Executives
• Manage the assigned region’s sales targets and maintain ongoing reporting of progress
• Develop and implement a comprehensive business plan for the region
• Collect ongoing customer insights, market trends & competitive data

Regional Sales Director – Florida East

Procurement

• Tissue Procurement Specialist is responsible for communicating via phone, email with various members of partner labs to manage sample and document requests
• Contribute to Tissue Retrieval for accounts in the assigned territory by resolving cases quickly with a sense of urgency
• Build and maintain effective relationships which create a high level of trust with laboratory employees, sales representatives, and internal stakeholders
• Work in a team environment and contribute to the department and company goals
• Keep precise and clear documentation of all email, fax, phone communications and follow up activities
• Adhere to Standard Operating Procedures (SOP’s) related to Tissue Procurement
• Enter information and upload documentation into Salesforce.com and LIMS
• Communicate professionally and effectively with all individuals
• Assist with other administrative duties as assigned based on Company needs
• Achieve team and individual goals and monitor personal metrics related to case closure and turnaround times
• Use problem solving skills to resolve customer complaints and escalated situations

Tissue Procurement Specialist

• Achieve Sales Targets: Consistently meet or exceed sales goals through effective prospecting, relationship-building, and execution of national sales strategies.
• Target and Engage Healthcare Providers: Focus on building strong relationships with healthcare providers, gaining their commitment to adopt the Shield test for CRC and other cancers.
• Challenger Selling: Engage healthcare providers to understand their needs and demonstrate how Guardant Health’s offerings can improve patient outcomes and streamline their practice.
• Educate and Support Providers: Provide in-depth product knowledge and training to primary care practices.
• Collaborate with Cross-Functional Teams: Work closely with clinical, marketing, and product teams to align sales strategies.
• Strategic Business Expansion: Identify new business opportunities and foster collaborations with local laboratories.
• Plan & Execute Launches: Develop and execute business plans to support the successful launch of new cancer screening technologies.
• Monitor Competitive Landscape: Continuously analyze market trends and report insights to leadership.
• Provide High-Touch Customer Service: Maintain exceptional customer service standards throughout the sales process.
• Compliance & Administrative Excellence: Ensure adherence to company policies, managing multiple projects effectively.

• Drive growth in diagnostic pathology and precision oncology accounts
• Promote adoption of precision oncology diagnostics and Guardant Health testing portfolio
• Execute Laboratory Service Agreements and negotiate pricing agreements
• Target and close new business opportunities for tissue testing
• Manage and expand existing accounts to ensure client satisfaction
• Collaborate with internal teams to resolve client issues
• Forecast sales and manage account pipelines via CRM
• Build relationships with Pathologists, Oncologists, and hospital administrators
• Deliver in-field training on pathology workflows and diagnostic tests
• Work with multiple cross-functional partners in oncology and pathology innovation

Senior Account Executive, Pathology

Account Manager

• Serve as the primary customer-facing representative, delivering exceptional field client service
• Support healthcare providers (HCPs) by operationalizing test requests and ensuring timely sample collection
• Utilize company tools and resources to troubleshoot and resolve customer orders, reporting issues, and inquiries
• Partner with field sales teams to drive achievement of company goals and objectives
• Build and strengthen relationships with existing and prospective customers
• Monitor the commercial landscape within assigned accounts
• Ensure team goals and performance objectives are consistently met
• Collaborate effectively and compliantly across multiple departments
• Adhere to all company Compliance, Privacy, and Business Conduct policies

Account Manager, Oncology

Recruitment

• Serve as the primary Talent Acquisition point of contact for assigned Hiring Managers and People Business Partners.
• Partner with PBPs to understand approved workforce plans, hiring priorities, and changes in demand.
• Align hiring managers on role requirements, timelines, interview expectations, and decision-making responsibilities.
• Provide regular updates on hiring progress, risks, and delivery status.
• Own end-to-end execution of hiring for assigned roles, including budgeted, unbudgeted, and replacement positions.
• Ensure hiring activity is aligned to approved headcount plans and priorities set by the business and TA leadership.
• Step in as a hands-on recruiter when needed to support critical or high-volume hiring.
• Monitor delivery progress, quality, and adherence to TA processes and standards.
• Escalate delivery risks or capacity concerns to the Director of Talent Acquisition as needed.
• Hold partners accountable to agreed-upon service levels and outcomes.
• Track and report hiring progress, time-to-fill, and basic performance metrics for assigned roles.
• Support a consistent and inclusive candidate and hiring manager experience.
• Guide hiring managers on best practices to support equitable evaluation and decision-making.

Talent Acquisition Manager – Enabling Functions

• Responsible for customer-facing field client service and collaborate with Guardant Health colleagues in overall account management
• Assist in operationalizing HCP requests and timely sample collection for Guardant Health tests in current client's accounts
• Leverage company tools and resources to problem solve customer orders and reporting in collaboration with GH Client Services (as needed)
• Collaborate and coordinate with field sales positions to support attainment of company goals and objectives
• Identify and develop working relationships with existing and new customers to support potential alignment of GH capabilities to the customer/patient’s needs
• Continually analyze commercial environment within assigned accounts to determine trends and provide customer feedback to GH leadership
• Ensure team objectives are met
• Work effectively and compliantly with individuals across multiple departments throughout GH
• Follow all GH Compliance, Privacy, and Business Conduct policies and SOPs
• Embrace, embody and represent the Guardant Health company culture at all times to external and internal constituents

Account Manager – Oncology

• Develop a champion at target accounts
• Identify opportunities for improvement using Guardant tests
• Conduct pre and post customer documents for strategy alignment
• Present to decision-makers using PowerPoint, TEAMs, ZOOM
• Implement strategic market access initiatives
• Work with internal stakeholders to secure access to testing platforms

Client Services Associate – Fixed Term

Client Services Associate II

Client Services Associate

Supervisor, Client Services, Oncology

Director, National Accounts – Health Systems

Regional Sales Director, CT, RI, Western MA, Westchester NY Area

Account Executive – Screening

Regional Sales Director – Florida East

Tissue Procurement Specialist

Account Executive – Screening

Senior Account Executive, Pathology

Account Manager, Oncology

Talent Acquisition Manager – Enabling Functions

Account Manager – Oncology

Key Account Manager – Oncology