Client Advocate I

NeoGenomics Laboratories - Carlsbad, CA

Full-time - Entry Level

Carlsbad, CA

Ambulatory Health Care Services

About the position

NeoGenomics is looking for a Client Advocate I within the Client Services department in our Aliso Viejo or Carlsbad, CA location. This entry-level position assists with managing the client base within their respective region and serves as the point of contact for regional sales representatives, providing excellent customer service to all internal and external customers. The Client Advocate I will obtain client updates and troubleshoot case delays within the laboratory. This role is essential in ensuring that clients receive timely and accurate information regarding their services and tests, contributing to the overall mission of improving patient care through exceptional work.

Responsibilities

• Receive and initiate telephone calls to/from NeoGenomics customers and sales representatives.
• Report test results accurately to the appropriate person.
• Add/Cancel tests as needed.
• Provide specimen requirements and research test availability.
• Provide testing fees to clients.
• Engage in basic problem solving for client inquiries.
• Order supplies as necessary.
• Review pending lists for updates.
• Maintain a solid understanding of logistics related to client services.
• Triage calls and forward to the correct individual/department.
• Resolve all client and case concerns in a timely manner, ensuring follow-through until resolution is complete.
• Provide results to clients in accordance with department SOPs, ensuring privacy and confidentiality of communications.
• Assess and respond to situations where standard protocol has failed in resolving customer or sales issues, working to resolve issues with other departments.
• Document all phone calls and emails in SalesForce.com.
• Provide appropriate and timely follow-up with clients.
• Monitor service levels to improve department quality and productivity, minimizing abandoned calls and long wait times.
• Assist in identifying client trends for critical issues to Management and Sales.
• Make necessary communications to clients within the defined region, understanding the impact of these actions on patient care.
• Perform physical tasks such as standing, sitting, walking, bending, reaching, manual manipulation, and lifting up to 15 pounds.
• May provide evening or weekend after-hours on-call coverage as needed.

Requirements

• High School Diploma or equivalent required; additional training in a medical or call center environment preferred.
• Minimum one (1) year of experience in Customer Service preferred.
• Excellent typing and data entry skills.
• Proficient with MS Office programs and database management.
• Experience handling multiple projects simultaneously.
• Highly focused on service orientation.
• Strong organizational skills, attention to detail, and follow-up skills.
• Ability to maintain production and quality standards in a dynamic environment.

Benefits

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