Sr. Client Services Specialist - Key Accounts

Client Services Key Account Specialist

Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. 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.

Essential Duties and Responsibilities:

• EMR Navigation & Case Resolution:
  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.
• Key Account Client Support:
  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.
• Tissue Procurement & Clinical Coordination:
  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.
• Cross-Functional Collaboration & Continuous Improvement:
  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.

Qualifications:

• Bachelor's degree required.
• Must 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 or operational topics clearly.
• Strong cross-functional collaboration skills.
• High attention to detail with the ability to manage multiple concurrent tasks.
• Experience generating and interpreting reports to support customer needs.
• Proficiency in Salesforce, Microsoft Office Suite, JIRA, or comparable systems.

AI & Digital Fluency:
Demonstrate curiosity, sound judgment, and the ability to critically evaluate and responsibly leverage AI-enabled tools in accordance with company policies, ethical…