Note: The job is a remote job and is open to candidates in USA. 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 is responsible for delivering high-touch, operationally rigorous support to Guardant Health’s Key Accounts, ensuring timely case resolution and proactive account management.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- Bachelor's degree required
- Has to live in the Miami 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
- 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
- Prior field experience strongly preferred
- Experience working in or with EMR systems (Epic, Cerner, etc.) preferred
Benefits
- Hybrid Work Model: All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays.
- Hybrid Work Model: Guardant has defined days for in-person/onsite collaboration and work-from-home days for individual-focused time.
Company Overview
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