Client Advocate Lead at NeoGenomics Laboratories – Ft Myers, Florida

• Must demonstrate proficiency in all Core Responsibilities of a Client Advocate I and II
• Must remain visible, accessible and is required to be in the Client Services Queue during working hours.
• In the absence of the Supervisor, performs necessary supervisory functions.
• Monitors daily Client Services assignments and provides daily support to ensure work is completed within the expected Service Levels (including but not limited to inbound calls support, outbound problem resolution, department email and fax support).
• Provides on the job training to employees on company and department policies, procedures, techniques, and systems.
• Provides input for performance appraisals and disciplinary actions.
• Participates and actively engages in team huddles.
• Stays up to date on new test offerings and changes of procedures.
• Provides suggestions for internal system and workflow improvements that increase efficiencies and the quality work performed within the department.
• Identifies CS SharePoint, guides and training presentation content that is out of date and assists with maintenance.
• Monitors quality and productivity objectives for designated CS Team members in addition to department wide “knowledge reviews” to maintain competencies.
• Assist Advocates with escalated requests and trains them how to address similar requests independently (account set-up, LIS user access and user issues, online ordering assistance, and IT concerns, unique client requests).
• Responsible for internal and external Client Complaint call escalation, documentation and resolution for continuous improvement and increased customer satisfaction.
• Assesses and responds to situations where standard protocol has failed in resolving customer or sales issues and works to resolve issues with other departments.
• Assists with implementing process improvements within the department.
• Assists the Department Supervisor/Manager in implementing and meeting departmental goals.
• Establishes and maintains positive and effective working relationships with Advocates, with other departments, and with other internal and external customers
• Timely coordination and completion of special projects or attendance of meetings assigned by Leadership.
• Reviews department activities to ensure compliance with departmental policies and federal, state and local regulations.
• Assists with the department’s annual competency testing and process and documentation.
• Standing, sitting, walking, bending, reaching, manual manipulation, and lifting up to 15 pounds.

• May maintain and manage key or special accounts
• May assist in providing service to regional teams as needed
• May provide evening or weekend after hours on-call coverage as needed
• Other duties as assigned by the Supervisor of Client Services or Director of Marketing & Business Development

• Maintains satisfactory results on all department specific competency assessments
• Works productively and efficiently to achieve company and departmental goals
• Helps ensure department schedules are adhered to and guides team member to meet department goals
• Project a professional image through telephone and email communications to internal and external customers
• Continuously provide excellent customer service in an efficient and effective manner to assure customer satisfaction and quality patient care
• Lives the NeoGenomics Laboratories core values, and adheres to safety and compliance policies and procedures; as well as works toward company critical success factors outlined on each year’s NeoGenomics Focus Chart.
• Mentor team members, collaborate and engage with other to foster a culture of positivity, personal development, innovation and contagious improvement.

Education:Bachelor’s degree preferred. At minim must have a high School Diploma or equivalent.

Experience:

• Two (2) or more years of experience equivalent to a Client Advocate II preferred
• Experience in leading or mentoring peers.

Qualification Requirements:

• Excellent typing and data entry skills
• Proficient with MS Office programs and database management
• Strong knowledge of lab processes and testing
• Highly focused on service orientation
• Ability to adapt to changing procedures, policies, and work environment
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Ability to maintain composure and a positive attitude under pressure or while handling stressful situations
• Experience in mentoring peers
• Strong organizational skills, attention to detail, and follow up skills
• Ability to work independently and as a team player
• Must be willing to work in a fast paced, multi-tasking environment and maintain production and quality standards
• Ability to handle stressful situations and demonstrate a potential for strong problem-solving skills
• Must be able to work in a biohazard environment and comply with safety policies and standards outlined in Safety Manual

Yes