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 Memphis 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.

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 required to 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