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

Guardant Health; Boston (MA); Hybrid; USD 70,000 - 102,000; Full time

Benefits offered by this job

HIPAA compliance training

Job summary

Guardant Health in Boston seeks a Client Services Key Account Specialist to deliver high-touch, operationally rigorous support to Key Accounts and to navigate EMR systems for accurate clinical documentation. You will coordinate tissue procurement, ABNs, and pathology review while maintaining strong cross-functional collaboration with Sales, Billing, Software, and Clinical Operations.

The role requires a Bachelor's degree with 5+ years in Biotech/Healthcare, experience with EMR systems (Epic,

Qualifications

• Bachelor’s degree required.
• Must live in the Boston area.
• Ability to travel to assigned accounts as required.
• 5+ years of relevant healthcare experience with providers and cross-functional teams.
• Prior field experience preferred.
• Experience with EMR systems (Epic, Cerner, etc.) preferred.
• Demonstrated ability to handle PHI and HIPAA compliance.
• Ability to communicate complex clinical or operational topics clearly.
• Strong cross-functional collaboration skills.
• High attention to detail with multiple tasks.
• Experience generating and interpreting reports.
• Proficiency in Salesforce, Microsoft Office Suite, JIRA, or similar systems.

Responsibilities

• EMR Navigation & Case Resolution: Access EMR systems to retrieve and verify patient data; identify missing or incorrect information; document actions and resolutions; escalate systemic issues.
• Key Account Client Support: Serve as primary contact for assigned Key Accounts, perform proactive follow-ups, respond professionally to inquiries, manage data requests in line with privacy standards.
• Tissue Procurement & Clinical Coordination: Manage tissue requests from initiation to receipt; coordinate shipping and pathology communications; review reports to extract clinical data; support ABNs and other documentation.
• Cross-Functional Collaboration & Continuous Improvement: Partner with Sales, Client Services, Marketing, Billing, Software and Clinical Operations; participate in training; drive scalable workflow improvements and share insights with stakeholders.

Skills

Attention to detail

Cross-functional collaboration

Communication

Problem solving

Project coordination

Education

Bachelor’s degree

Tools

Epic

Cerner

Salesforce

Microsoft Office

JIRA

Job description

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, visitguardanthealth.comand follow the company onLinkedIn,Twitterand 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.

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-MAPrimary Location Base Pay Range: $73,890 - $101,610Other US Location(s) Base Pay Range: $69,785 - $95,965If 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.Majority of 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.Ability to 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 [e-mail]

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.

To learn more about the information collected when you apply for a position at Guardant Health, Inc. and how it is used, please review ourPrivacy Notice for Job Applicants.

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