Client Advocate I

NeoGenomics Laboratories; Durham (NC); On-site; USD 35,000 - 45,000; Full time

Job summary

NeoGenomics is seeking a Client Advocate I to provide excellent customer service and manage client relationships. This entry-level position involves assisting sales representatives and ensuring client satisfaction. Join us to contribute to improving patient care and enjoy competitive benefits including career development opportunities.

Benefits

401k match

Employee Stock Purchase Program

Tuition reimbursement

16 days paid time off

Wellness courses

Qualifications

• 1+ years of customer service experience preferred.
• Proficiency in MS Office and database management.

Responsibilities

• Assist in managing the client base and serve as the point of contact.
• Receive and initiate calls to/from customers and sales reps.
• Resolve client and case concerns promptly.

Skills

Customer Service

Communication

Data Entry

Problem Solving

Education

High School Diploma

Tools

MS Office

SalesForce.com

Job description

Description

Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity.

We believe in career development and empowering our employees. Not only do we provide career coaches internally, but we offer many training opportunities to expand your knowledge base! We have highly competitive benefits with a variety of HMO and PPO options. We have a company 401k match along with an Employee Stock Purchase Program. We also offer tuition reimbursement, leadership development, and start employees off with 16 days of paid time off plus holidays. We offer wellness courses and have highly engaged employee resource groups. Come join the Neo team and be part of our amazing World Class Culture!

NeoGenomics is looking for a Client Advocate I who wants to continue to learn in order to allow our company to grow.

Why work at NeoGenomics? We promise to provide you with a purpose-driven mission where you have the opportunity to save lives by improving patient care through your work. Together, we aim to become the world's leading cancer reference laboratory.

Position Summary

The Client Advocate I assists in managing the client base within their region and serves as the point of contact for regional sales representatives, providing excellent customer service to internal and external customers. They will be the primary contact for client updates and troubleshooting case delays within the laboratory. This is an entry-level position in the Client Service organization, performing a full range of customer service activities.

Core Responsibilities

• Receive and initiate calls to/from customers and sales reps, including reporting test results, adding/canceling tests, providing specimen requirements, researching test availability, providing testing fees, basic problem solving, ordering supplies, reviewing pending lists, and understanding logistics.
• Triaging calls and forwarding them appropriately.
• Resolving client and case concerns promptly, finding solutions, and following through until resolution.
• Providing results in accordance with SOPs, ensuring confidentiality.
• Addressing situations where standard protocols fail, working with other departments to resolve issues.
• Documenting all communications in SalesForce.com.
• Building effective relationships with sales and clients.
• Monitoring service levels to maximize quality and productivity.
• Communicating necessary information to clients within the region, understanding its impact on patient care.

Requirements

• High School Diploma or equivalent; additional training in medical or call center environments preferred.
• 1+ years of customer service experience preferred.
• Excellent typing and data entry skills.
• Proficiency in MS Office and database management.
• Experience managing multiple projects.
• Strong service orientation.
• Effective written and oral communication skills.

All qualified applicants will receive consideration without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status.