Client Advocate I

• Assist with managing the client base within their respective region
• Serve as the point of contact for their regional sales representatives
• Provide excellent customer service to all internal and external customers
• Obtain client updates and troubleshoot case delays within the laboratory
• Receive and initiate telephone calls to/from NeoGenomics customers and sales representatives
• Report test results accurately to the appropriate person
• Add/Cancel tests
• Provide specimen requirements and research test availability
• Provide testing fees
• Basic problem solving
• Order supplies
• Pending list review
• Solid understanding of logistics
• Triage calls and forward to the correct individual/department
• Resolve all client and case concerns in a timely manner
• Find resolutions and follow through until the incident is complete
• Provide results to clients in accordance with department SOPs
• Ensure the privacy and confidentiality of all communications
• Assess and respond to situations where standard protocol has failed in resolving customer or sales issues and works to resolve issues with other departments
• Document 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
• Assist 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

• High School Diploma or equivalent
• Additional training in a medical or call center environment preferred
• 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

Additional training in a medical or call center environment

• Career development and empowering employees
• Career coaches internally
• Many training opportunities to expand knowledge base
• Highly competitive benefits with HMO and PPO options
• Company 401k match
• Employee Stock Purchase Program
• Tuition reimbursement
• Leadership development
• Start employees off with 16 days of paid time off plus holidays
• Wellness courses
• Engaged employee resource groups