Client Advocate I

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 encourageyou 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!NeoGenomicsis looking for aClient Advocate Iwithin the Client Services department in our Aliso Viejo or Carlsbad, CA location who wants to continue to learnin order toallow our company to grow.
Shift: Monday - Friday, 9:30am - 6:00pm PST with Saturday rotation
Now that you know what we're looking for in talent, let us tell you why you'd want to work atNeoGenomics:As an employer, we promise to provide you with apurpose drivenmission in which youhave the opportunity tosave lives by improving patient care through the exceptional work you perform. Together, we will become the world's leading cancer reference laboratory.Position SummaryThe Client Advocate Iassistswith managing the client base within their respective region and serves as the point of contact for their regional salesrepresentatives;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.Core ResponsibilitiesThis role receives and initiates telephone calls to/fromNeoGenomicscustomers 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.Findsresolutions 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
• Documentsall phone calls and emails in SalesForce.com
• Provide appropriate and timelyfollow upwith clients
• Ongoing responsibility for improvingdepartment quality and productivity by monitoring service levels and minimizing abandoned calls and longwaittimes
• 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 fullyunderstandsthe impact of these actionstopatient care
• Standing, sitting, walking, bending, reaching, manual manipulation, andlifting upto 15 pounds
• May provide evening or weekendafterhourson-call coverage as needed

Experience, Education, and Qualifications:

• Education:High School Diploma or equivalent. Additional training in a medical or call center environmentpreferred
• Experience:You will needminimumone (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
• Strong organizational skills, attention to detail, and follow-up skills
• Environment is a dynamic environment and maintain production and quality standards

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.