Client Advocate I

3 weeks ago

Aliso Viejo, United States NeoGenomics Laboratories Full time

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 a variety of 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 highly engaged employee resource groups. Come join the Neo team and be part of our amazing World Class Culture

NeoGenomics is looking for a Client Advocate I based out of either our sites in Aliso Viejo, CA or Carlsbad, CA who wants to continue to learn in order to allow our company to grow.

Our Client Services team aims to be available to our Clients every day of the week. Multiple shift arrangements may be available.

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

Position Summary:

The Client Advocate I assists 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. They will serve as the primary point of contact to 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.

Core Responsibilities:

* 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
* Researching test availability
* Providing testing fees
* Basic problem solving
* Ordering supplies
* Pending list review
* Working knowledge 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
* 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
* Establishes effective and service driven relationships with sales representatives and client contacts
* Ongoing responsibility for maximizing department quality and productivity by monitoring service levels and minimizing abandoned calls and long wait times
* Assist in making all necessary communications to clients within the defined region and fully understands the impact of these actions to patient care

Requirements:

* High School Diploma or equivalent. Additional training in a medical or call center environment preferred
* 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 managing multiple projects
* Highly focused on service orientation
* Ability to communicate effectively, both written and oral

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