Sr. Client Services Specialists - Key Accounts - Boston, MA

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 guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook.

Position Summary:

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.

In this role, the Client Services Key Account Specialist is responsible for delivering exceptional customer service to Guardant Health’s Key Accounts. They will be navigating EMR systems to extract and resolve clinical data issues, managing client communications and supporting account-level needs. They also coordinate repeat orders, critical clinical documentation processes, including follow up on Advance Beneficiary Notices (ABNs), tissue procurement, and pathology report review. This position requires strong attention to detail, a proactive approach to problem solving and the ability to collaborate effectively across teams.

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.
• Has to live in the Boston 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 crossfunctional 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.

Client Services positions are considered business-critical and require flexibility and availability to work during U.S. Company-observed holidays, including the Company’s annual holiday shutdown period, based on client and operational needs.

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 standards, and regulatory requirements to improve the efficiency, effectiveness, and quality of work.

Hybrid Work Model: This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies.Guardant has defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be requiredto be onsite on Mondays, Tuesdays, and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.

The annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need. Primary Location: Remote-USA-MA Primary Location Base Pay Range: $73,890 - $101,610 Other US Location(s) Base Pay Range: $69,785 - $95,965 If the role is performed in Colorado, the pay range for this job is: $73,890 - $101,610

Employee may be required to lift routine office supplies and use office equipment. Majorityof the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Abilityto sit for extended periods of time.

Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to [email protected]

A background screening including criminal history is required for this role. GH will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law including but not limited to the LA County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).

Guardant Health 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.

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Please visit our career page at: http://www.guardanthealth.com/jobs/