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 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.
   

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