Client Advocate I

NeoGenomics Laboratories • Aliso Viejo, CA

3d • Onsite

About The Position

The Client Advocate I is an entry-level position in NeoGenomics’ Client Services organization. The role helps manage the client base within a designated region and serves as a point of contact for regional sales representatives, providing customer service to internal and external customers. The Client Advocate obtains client updates, troubleshoots laboratory case delays, and performs a range of customer service activities.

The position is based in Aliso Viejo or Carlsbad, California. The stated schedule is Monday through Friday, 9:30 a.m. to 6:00 p.m., with an occasional Saturday rotation. Evening or weekend after-hours on-call coverage may also be required as needed. The role involves working in a dynamic environment while maintaining production and quality standards.

Requirements

• High school diploma or equivalent.
• Minimum one year of experience equivalent to working in customer service is preferred.
• Excellent typing and data-entry skills.
• Proficiency with MS Office programs and database management.
• Experience handling multiple projects.
• Strong service orientation.
• Strong organizational, attention-to-detail, and follow-up skills.
• Ability to maintain production and quality standards in a dynamic environment.

Nice To Haves

• Additional training in a medical or call center environment.

Responsibilities

• Receive and initiate telephone calls to and from NeoGenomics customers and sales representatives.
• Accurately report test results to the appropriate person.
• Add or cancel tests.
• Provide specimen requirements, research test availability, and provide testing fees.
• Perform basic problem solving, order supplies, review pending lists, and apply a solid understanding of logistics.
• Triage calls and forward them to the appropriate individual or department.
• Resolve client and case concerns in a timely manner, finding solutions and following through until each incident is complete.
• Provide results to clients in accordance with department SOPs and ensure the privacy and confidentiality of communications.
• Assess situations where standard protocols have not resolved customer or sales issues and work with other departments to resolve them.
• Document all phone calls and emails in SalesForce.com.
• Provide appropriate and timely follow-up with clients.
• Help improve department quality and productivity by monitoring service levels and minimizing abandoned calls and long wait times.
• Assist in identifying client trends involving critical issues and communicate them to Management and Sales.
• Make necessary communications to clients within the defined region while understanding the impact of those communications on patient care.
• Provide evening or weekend after-hours on-call coverage as needed.

Benefits

• HMO and PPO options.
• Company 401(k) match.
• Employee Stock Purchase Program.
• Tuition reimbursement.
• Leadership development.
• 16 days of paid time off plus holidays.
• Wellness courses.
• Employee resource groups.
• Internal career coaches.
• Training opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED