Sr. Client Services Specialist - Key Accounts - Memphis, TN

Guardant Health, Inc.; United States; Hybrid; USD 69,785 - 101,610; Full time

Benefits offered by this job

Hybrid work model

Job summary

Guardant Health, Inc. is seeking a Client Services Key Account Specialist to deliver high-touch, operationally rigorous support to Key Accounts. You will ensure timely case resolution, accurate clinical documentation, and proactive account management while collaborating with internal teams.

The role requires strong communication, accountability, and the ability to drive scalable, repeatable solutions in a hybrid work environment with travel to assigned accounts as needed.

Qualifications

• Bachelor’s degree required.
• 5+ years of experience in biotechnology, lifesciences, or healthcare.
• Experience with EMR systems (Epic, Cerner, etc.).
• Experience working with healthcare providers and cross-functional teams.
• Experience with Salesforce, JIRA, and Microsoft Office Suite.

Responsibilities

• EMR Navigation & Case Resolution: access EMR systems to retrieve data, resolve discrepancies, coordinate repeat orders and sample collection.
• Key Account Client Support: primary contact for assigned Key Accounts, proactive order follow-ups, respond to inquiries, manage data requests per privacy standards.
• Tissue Procurement & Clinical Coordination: manage tissue sample requests, coordinate shipping, review pathology reports, ensure HIPAA compliance.
• Cross-Functional Collaboration & Continuous Improvement: partner with Sales, Client Services, Marketing, Billing, Software, and Clinical Operations; participate in training and workflow improvements.

Skills

Communication skills

Cross-functional collaboration

Attention to detail

A/B testing

Education

Bachelor's degree

Tools

Salesforce

Microsoft Office

JIRA

Job description

Position Summary

The Client Services Key Account Specialist is responsible for delivering high‑touch, operationally rigorous support to Guardant Health’s Key Accounts. The role ensures timely case resolution, accurate clinical documentation, and proactive account management while serving as a trusted liaison between clients and internal teams. 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 to retrieve patient and clinical data; identify and resolve missing or incorrect information; coordinate repeat order time points and sample collection; document findings and resolutions with precision and compliance; contribute to process improvements.
• Key Account Client Support
  Serve as the primary point of contact for assigned Key Accounts; provide proactive order follow‑ups and reminders; respond to client inquiries with professionalism and urgency; manage customer data requests in alignment with compliance and privacy standards; coordinate resolution with cross‑functional partners.
• Tissue Procurement & Clinical Coordination
  Manage and track tissue sample requests from initiation through receipt; coordinate shipping and pathology lab communication; review pathology reports to extract relevant clinical information and support case resolution; reconcile Advance Beneficiary Notices (ABNs) and other required 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; participate in ongoing training; contribute to scalable workflow improvements and operational best practices; support strategic discussions with stakeholders.

Qualifications

• Bachelor’s degree required.
• Background in Biotechnology, Lifesciences, or Healthcare with 5+ years of relevant experience.
• Experience with healthcare providers and cross‑functional teams.
• Prior field experience preferred.
• Experience working with EMR systems (Epic, Cerner, etc.) preferred.
• Proficient in Salesforce, Microsoft Office Suite, JIRA, or comparable systems.
• Experience handling PHI and working within HIPAA compliance standards.
• Strong communication skills and cross‑functional collaboration.
• High attention to detail and ability to manage multiple concurrent tasks.
• Algorithm-based A/B testing experience preferred.
• Must live in the Memphis area; ability to travel to assigned accounts.

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 work quality.

Hybrid Work Model

Eligible onsite employees will be required to work from the office on Mondays, Tuesdays, and Thursdays. All U.S. employees living within 50 miles of a Guardant facility must be onsite on those days.

Compensation

Primary Location (Remote-USA-TN): $69,785 - $95,965

Other US Locations: $69,785 - $95,965

Colorado: $73,890 - $101,610

Equal Opportunity Employer

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, veteran status, or disability. All information will be kept confidential according to EEO guidelines.