Client Advocate I

NeoGenomics•Carlsbad, CA

1d•Onsite

About The Position

The Client Advocate I is an entry-level role in the Client Service organization. The position helps manage the client base within an assigned region and serves as a point of contact for regional sales representatives, providing customer service to internal and external customers. The role obtains client updates and troubleshoots case delays within the laboratory while performing a full range of customer service activities. The position is in the Client Services department at the Aliso Viejo or Carlsbad, California location. 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 receiving and making calls with customers and sales representatives, documenting communications, resolving client and case concerns, and following up until issues are resolved. The Client Advocate provides results according to department SOPs and protects the privacy and confidentiality of communications. The position also supports service quality and productivity by monitoring service levels and helping minimize abandoned calls and long wait times.

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.
Report test results accurately 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 an 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 incidents are complete.
Provide results to clients in accordance with department SOPs and maintain the privacy and confidentiality of communications.
Assess situations where standard protocol has not resolved customer or sales issues and work with other departments to resolve them.
Document phone calls and emails in SalesForce.com.
Provide appropriate and timely follow-up with clients.
Support department quality and productivity by monitoring service levels and minimizing abandoned calls and long wait times.
Help identify client trends involving critical issues and communicate them to Management and Sales.
Assist with necessary communications to clients within the defined region, understanding the impact of those communications on patient care.
Provide evening or weekend after-hours on-call coverage as needed.