Client Advocate I

About the role

NeoGenomics is seeking a Customer Advocate I within the Client Services department in our Aliso Viejo, CA location. This entry-level position assists with managing the client base, serves as the point of contact for regional sales representatives, and provides excellent customer service to all internal and external customers. The role involves troubleshooting case delays, obtaining client updates, and performing a full range of customer service activities.

Shift: Monday to Friday, 9:30 AM to 6:00 PM, with occasional Saturday rotation.

Responsibilities

• Receive and initiate 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
• Resolve all client and case concerns in a timely manner, finding resolutions and following through until completion
• Provide results to clients in accordance with department SOPs while ensuring privacy and confidentiality
• Assess and respond to situations where standard protocol has failed, working with other departments to resolve issues
• Document all phone calls and emails in SalesForce.com
• Provide appropriate and timely follow-up with clients
• Monitor service levels to improve department quality and productivity, minimizing abandoned calls and long wait times
• Assist in identifying client trends for critical issues and report them to Management and Sales
• Communicate necessary updates to clients within the defined region, understanding the impact on patient care
• May provide evening or weekend after-hours on-call coverage as needed

Requirements

• High School Diploma or equivalent; additional training in a medical or call center environment preferred
• Minimum one (1) year of experience in Customer Service or equivalent
• 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
• Ability to work in a dynamic environment while maintaining production and quality standards

Physical demands: Standing, sitting, walking, bending, reaching, manual manipulation, and lifting up to 15 pounds.

Benefits

• Highly competitive benefits with HMO and PPO options
• Company 401k match
• Employee Stock Purchase Program
• Tuition reimbursement
• Leadership development programs
• 16 days of paid time off plus holidays
• Wellness courses
• Engaged employee resource groups
• Internal career coaches and training opportunities

NeoGenomics is committed to career development and empowering employees to grow while contributing to a purpose-driven mission focused on improving patient care and becoming the world's leading cancer reference laboratory.