Customer Advocate I

Role overview

NeoGenomics Laboratories is hiring a Customer Advocate I for its Client Services team in Fort Myers, Florida. This is an entry-level customer service role focused on supporting clients and sales representatives, resolving case-related issues, and helping maintain smooth communication across departments. The position is suited to someone who enjoys a fast-moving environment, is eager to keep learning, and wants to contribute to improving patient care.

Work schedule

The standard schedule is Monday through Friday from 8:00am to 4:30pm EST, with a Saturday rotation. Evening or weekend on-call coverage may also be required from time to time.

What the role involves

• Respond to incoming and outgoing calls from customers and sales representatives.
• Share accurate test results with the correct recipient.
• Add or cancel tests as requested.
• Provide specimen requirements and check test availability.
• Communicate testing fees and assist with basic problem-solving.
• Order supplies and review pending lists.
• Understand logistics well enough to support client needs.
• Route calls to the right person or department when needed.
• Work through client and case issues promptly and stay involved until closure.
• Release results according to department procedures while protecting confidentiality.
• Handle situations where standard processes do not resolve an issue and coordinate with other teams to reach a solution.
• Record all calls and emails in Salesforce.com.
• Follow up with clients in a timely and appropriate manner.
• Help improve service quality and productivity by monitoring service levels and reducing abandoned calls and long wait times.
• Identify recurring client issues and escalate useful trends to management and sales.
• Communicate necessary updates to clients within the assigned region, keeping in mind the impact on patient care.
• Perform work that may involve standing, sitting, walking, bending, reaching, manual handling, and lifting up to 15 pounds.

Experience and education

• A high school diploma or equivalent is required.
• Additional preparation in a medical office or call center setting is preferred.
• At least 1 year of customer service experience is preferred.
• Strong typing and data entry ability is needed.
• Comfort using MS Office tools and database systems is expected.
• Experience juggling multiple projects is helpful.
• A strong service mindset, solid organization, attention to detail, and dependable follow-through are important.
• The role requires consistency in a busy environment while meeting productivity and quality expectations.

Why consider NeoGenomics

The company emphasizes employee growth and development through internal career coaching and training opportunities. Benefits include HMO and PPO medical plan options, a 401(k) match, an Employee Stock Purchase Program, tuition reimbursement, leadership development, 16 days of paid time off plus holidays, wellness courses, and employee resource groups. The organization also highlights a mission-driven culture centered on improving patient care.

Additional information

This role is based in Fort Myers, FL and is part of the Client Services department. It is presented as an opportunity to grow within a company that values development, teamwork, and service quality.