Sr. Client Services Specialist - Key Accounts

Company Description 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  and follow the company on Linked In, X (Twitter) and Facebook.

The Client Services Key Account Specialist is responsible for delivering high-touch, operationally rigorous support to Guardant Health’s Key Accounts. This role ensures timely case resolution, accurate clinical documentation, and proactive account management while serving as a trusted liaison between clients and internal teams. The individual in this role must be detail-oriented, operationally disciplined, and comfortable navigating EMR systems and complex clinical workflows.

Success requires strong communication skills, accountability, and the ability to collaborate cross-functionally to drive scalable, repeatable solutions.

• Access and navigate client/provider EMR systems (e.g., Epic, Cerner) to retrieve patient and clinical data.
• Identify and resolve missing, incomplete, or incorrect information impacting case processing.
• Identify repeat order time points and coordinate sample collection with the clinical team.
• Document findings, actions taken, and resolutions in internal systems with precision and compliance.
• Escalate systemic issues appropriately and contribute to process improvements.

• Serve as the primary point of contact for assigned Key Accounts (remote and in-person as needed).
• Provide proactive order follow-ups and reminders to ensure timely case progression.
• Respond to client inquiries clearly, professionally, and with urgency.
• Manage customer data requests in alignment with compliance and privacy standards.
• Address account-level concerns and coordinate resolution with cross-functional partners.

• Manage and track tissue sample requests from initiation through receipt and documentation.
• Coordinate shipping, pathology lab communication, and internal follow-ups.
• Review pathology reports to extract relevant clinical information and support case resolution.
• Support and reconcile Advance Beneficiary Notices (ABNs) and other required clinical documentation.
• Ensure all documentation meets HIPAA and internal compliance standards.

• Partner with Sales, Client Services, Marketing, Billing, Software, and Clinical Operations to support account needs.
• Participate in ongoing training to remain current on EMR systems, client protocols, and regulatory requirements.
• Contribute to scalable workflow improvements and operational best practices.
• Support strategic discussions with internal and external stakeholders when needed.

• Bachelor’s degree required.
• Has to live in the Chicago Area.
• Ability to travel to assigned accounts as required.
• Background in Biotechnology, Lifesciences, Healthcare with 5+ years of relevant experience working with healthcare providers and cross functional teams is required.
• Prior field experience strongly preferred.
• Experience working in or with EMR systems (Epic, Cerner, etc.) preferred.
• Demonstrated experience handling PHI and working within HIPAA compliance standards.
• Proven ability to communicate complex clinical…