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 HMO and PPO options. We have company 401k match along with an Employee Stock Purchase Program. We have tuition reimbursement, leadership development, and even start employees off with 16 days of paid time off plus holidays. We offer wellness courses and have engaged employee resource groups. Come join the Neo team and be part of our outstanding World Class Culture!NeoGenomics is looking for a Client Service Supervisor within the Client Services department in our Carlsbad, CA location who wants to continue to learn in order to allow our company to grow.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 Services Supervisor works under little or no supervision, and demonstrates proficiency in all Core Responsibilities of a Client Advocate Lead. This is an advanced level for the Client Services job category responsible for assisting with training, mentorship, daily support of department assignments, client complaint/VOC and client management. The Supervisor also supports and engages with the leadership team and Advocates to ensure Client Services daily assignments are completed on-time, service levels are met, and the department is delivering high-quality service to clients.
Responsibilities: Core Responsibilities:
Must demonstrate proficiency in all Core Responsibilities of a Client Advocate Lead.
Must remain visible, accessible and is required to be in the Client Services Queue during working hours.
Helps to build, promote, and develop a strong service culture and dedication to personalized service to ensure client satisfaction
In the absence of the Manager, performs necessary Manager functions.
Supervises and monitors Advocate activities for proper workload management; includes timely incident, email, fax handling and prioritization to meet customer expectations.
Collaborates and aids the Workforce team as needed to ensure maximum adherence to schedules and assignments. Includes altering job assignments, breaks and lunch schedules as necessary to maintain an efficient workflow to meet or exceed service levels.
As needed provides on the job training to employees on company and department policies, procedures, techniques and on equipment and systems (including new hire training and employee shadowing).
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.
Continually evaluates CS SharePoint, guides and training presentation content to ensure it stays relevant and up-to-date.
Supervises and maintains quality and productivity objectives along with other key indicators on a routine basis.
Communicates daily production and quality performance trends to the CS Leadership team.
Assist advocates with all escalated tasks and identifies appropriate client issues for escalation to Management and Sales.
Responsible for VOC Client Complaint call escalation, documentation and resolution.
Assesses and responds to situations where standard protocol has failed in resolving customer or sales issues and works to resolve issues with other departments.
Escalates and problem solves interdepartmental issues to maximize client satisfaction.
Assists Leadership in leading and implementing process improvements within the department, implementing and meeting departmental goals.
Assist CS Leadership in reviewing customer surveys/VOC and implementing strategies for highest quality client service experience for clients.
Timely coordination and completion of special projects 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.
Assists with routine call auditing for training and quality purposes as needed.
Standing, sitting, walking, bending, reaching, manual manipulation, and lifting up to 15 pounds.
Other duties as assigned by the Supervisor of Client Services or Director of Marketing & Business Development
Position Objectives:
Ensures the Client Services department meets or exceeds productivity and quality expectations
Ensures Client Services Advocates complete work assignments in a timely manner and provide support as needed.
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
Maintain positive and effective working relationships with Advocates, with other departments, and with other internal and external customers
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 Lead 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
