NeoGenomics
Client Advocate I
NeoGenomics is looking for a Client Advocate I within the Client Services department in our Aliso Viejo or Carlsbad, CA location who wants to continue to learn in order to allow 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 at NeoGenomics: As an employer, we promise to provide you with a purpose driven mission in which you have the opportunity to save lives by improving patient care through the exceptional work you perform. Together, we will become the world's leading cancer reference laboratory. Position Summary
The Client Advocate I assists with 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. 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 Responsibilities
This role 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 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. 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 Provide appropriate and timely follow up with clients Ongoing responsibility for improving department quality and productivity by monitoring service levels and minimizing abandoned calls and long wait times 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 fully understands the impact of these actions to patient care Standing, sitting, walking, bending, reaching, manual manipulation, and lifting up to 15 pounds May provide evening or weekend afterhours on-call coverage as needed Experience, Education, and Qualifications:
Education: High School Diploma or equivalent. Additional training in a medical or call center environment preferred Experience: You will need minimum one (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
NeoGenomics is looking for a Client Advocate I within the Client Services department in our Aliso Viejo or Carlsbad, CA location who wants to continue to learn in order to allow 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 at NeoGenomics: As an employer, we promise to provide you with a purpose driven mission in which you have the opportunity to save lives by improving patient care through the exceptional work you perform. Together, we will become the world's leading cancer reference laboratory. Position Summary
The Client Advocate I assists with 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. 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 Responsibilities
This role 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 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. 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 Provide appropriate and timely follow up with clients Ongoing responsibility for improving department quality and productivity by monitoring service levels and minimizing abandoned calls and long wait times 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 fully understands the impact of these actions to patient care Standing, sitting, walking, bending, reaching, manual manipulation, and lifting up to 15 pounds May provide evening or weekend afterhours on-call coverage as needed Experience, Education, and Qualifications:
Education: High School Diploma or equivalent. Additional training in a medical or call center environment preferred Experience: You will need minimum one (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