Client Advocate I

NeoGenomics Laboratories - Fort Myers, FL

Full-time - Entry Level

Fort Myers, FL

Ambulatory Health Care Services

About the position

NeoGenomics is looking for a Client Advocate within the Client Services department in our Carlsbad location who wants to continue to learn in order to allow our company to grow. 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.

Responsibilities

• Receives and initiates telephone calls to/from NeoGenomics customers and sales representatives.
• Reports test results accurately to the appropriate person.
• Adds/Cancel tests as needed.
• Provides specimen requirements and researches test availability.
• Provides testing fees to clients.
• Engages in basic problem solving for client issues.
• Orders supplies as necessary.
• Reviews pending lists for updates.
• Maintains a solid understanding of logistics.
• Triages calls and forwards to the correct individual/department.
• Resolves all client and case concerns in a timely manner, finding resolutions and following through until the incident is complete.
• Provides results to clients in accordance with department SOPs, ensuring privacy and confidentiality of all communications.
• Assesses and responds to situations where standard protocol has failed in resolving customer or sales issues, working to resolve issues with other departments.
• Documents all phone calls and emails in SalesForce.com.
• Provides appropriate and timely follow up with clients.
• Ongoing responsibility for improving department quality and productivity by monitoring service levels and minimizing abandoned calls and long wait times.
• Assists with identifying client trends for critical issues to Management and Sales.
• Makes all necessary communications to clients within the defined region, fully understanding the impact of these actions to patient care.
• May provide evening or weekend afterhours on-call coverage as needed.

Requirements

• High School Diploma or equivalent; additional training in a medical or call center environment preferred.
• Minimum one (1) year 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.
• Strong organizational skills, attention to detail, and follow-up skills.

Benefits

• Highly competitive benefits with HMO and PPO options.
• 401k match along with an Employee Stock Purchase Program.
• Tuition reimbursement.
• Leadership development opportunities.
• 16 days of paid time off plus holidays.
• Wellness courses and engaged employee resource groups.