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

About the role

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 delivers high-touch, operationally rigorous support to Guardant Health’s Key Accounts, ensuring timely case resolution, accurate clinical documentation, and proactive account management. This role serves as a trusted liaison between clients and internal teams, requiring strong communication skills, accountability, and cross-functional collaboration to drive scalable, repeatable solutions.

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.
• 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 efficiency, effectiveness, and quality of work.

Requirements

• Bachelor’s degree required.
• Must live in the Boston Area.
• Ability to travel to assigned accounts as required.
• Background in Biotechnology, Lifesciences, or Healthcare with 5+ years of relevant experience working with healthcare providers and cross-functional teams.
• 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.

Schedule

Hybrid work model: Employees eligible for hybrid work must live within 50 miles of a Guardant facility and be onsite on Mondays, Tuesdays, and Thursdays. The remainder of the workweek is remote for individual-focused time.

Pay

Annualized base salary ranges:

• Primary Location (Remote-USA-MA): $73,890 - $101,610
• Other U.S. Locations: $69,785 - $95,965
• Colorado: $73,890 - $101,610

Each candidate’s compensation offer will be based on factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need. This range does not include benefits or, if applicable, bonus, commission, or equity.