Client Advocate I

Client Services Carlsbad, California


Description

Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity.

We believe in career development and empowering our employees. Not only do we provide career coaches internally, but we offer many training opportunities to expand your knowledge base! We have highly competitive benefits with HMO and PPO options. We have company 401k match along with an Employee Stock Purchase Program. We have tuition reimbursement, leadership development, and even start employees off with 16 days of paid time off plus holidays. We offer wellness courses and have engaged employee resource groups. Come join the Neo team and be part of our outstanding World Class Culture!

NeoGenomics is looking for a Client Advocate within the Client Services department in our Aliso Viejo, Carlsbad CA and FT Myers FL location who wants to continue to learn in order to allow our company to grow.

Now that you know what we're looking for in talent, let us tell you why you'd want to work at NeoGenomics:
  

As an employer, we promise to provide you with a purpose driven mission in which you have the opportunity to save lives by improving patient care through the exceptional work you perform. Together, we will become the world's leading cancer reference laboratory.

Position Summary:

The Client Advocate I assists with managing the client base within their respective region and serves as the point of contact for their regional sales representatives; providing excellent customer service to all internal and external customers. You will obtain client updates and troubleshoot case delays within the laboratory. This is the entry level in the Client Service organization and employees perform the full range of customer service activities.

As a team, we will productively and expertly achieve company and departmental goals. The objected for this role is to: Project a professional image through telephone and email communications; and continuously provide extraordinary customer service in an efficient and effective manner to assure customer happiness and quality patient care

Lives the NeoGenomics Laboratories core values, and adheres to safety and compliance policies and procedures; as well as works toward company critical success factors outlined on each year’s NeoGenomics Focus Chart

Core Responsibilities

This role receives and initiates telephone calls to/from NeoGenomics customers and sales representatives, including but not limited to:

  • Reporting test results accurately to the appropriate person
  • Adding/Canceling tests
  • Providing specimen requirements and Researching test availability
  • Providing testing fees
  • Basic problem solving
  • Ordering supplies
  • Pending list review
  • Solid understanding of logistics
  • Triage calls and forward to the correct individual/department
  • Resolves all client and case concerns in a timely manner. Finds resolutions and follow through until the incident is complete
  • Tracks and updates case delays daily
  • Provides results to clients in accordance with department SOPs. Ensures the privacy and confidentiality of all communications
  • Assesses and responds to situations where standard protocol has failed in resolving customer or sales issues and works to resolve issues with other departments
  • Documents all phone calls and emails in SalesForce.com
  • Provide appropriate and timely follow up with clients
  • Properly follows established procedures and reports issues to the supervisor, manager, or team lead
  • Establishes effective and service driven relationships with sales representatives and client contacts
  • Recognizes quality service issues and shares feedback to team lead and supervisor
  • Ongoing responsibility for improving department quality and productivity by monitoring service levels and minimizing abandoned calls and long wait times
  • Attends department meetings and company in-service trainings to improve knowledge on testing and systems
  • Able to make vital changes to case information
  • Assists with identifying client trends for critical issues to Management and Sales
  • Assist in making all necessary communications to clients within the defined region and fully understands the impact of these actions to patient care
  • Ensures proper communication of all case and client concerns to internal staff
  • Maintains positive and effective working relationships
  • Standing, sitting, walking, bending, reaching, manual manipulation, and lifting up to 15 pounds
  • May maintain and run key or special accounts
  • May assist in providing service to regional teams as needed
  • May provide evening or weekend afterhours on-call coverage as needed

Requirements

  • Education: High School Diploma or equivalent. Additional training in a medical or call center environment preferred
  • Experience: You will need minimum one (1) years of experience equivalent to working in Customer Service preferred
  • Excellent typing and data entry skills
  • Proficient with MS Office programs and database management
  • Experience handling multiple projects
  • Highly focused on service orientation
  • Diligent: Being reliable, responsible, dedicated, committed and fulfilling obligations
  • Integrity: Accepting and adhering to high ethical, moral, and personal values in decisions, communications, actions when dealing with others
  • Ability to adapt to changing procedures, policies, and work environment
  • Ability to communicate effectively, both written and oral
  • You will work in independently and in a cross-functional cross-country team environment
  • Strong organizational skills, attention to detail, and follow-up skills
  • Environment is a dynamic environment and maintain production and quality standards
  • Ability to work in a biohazard environment and follow safety policies and standards outlined in Safety Manual

All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.