Manager, Client Success at NeoGenomics Laboratories in Durham, North Carolina

Job Description:

Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to become part of 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 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 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 Success Manager who wants to continue to learn in order to allow our company to grow. We want someone to join our organization who is dedicated to their work and a standout colleague.

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.

Summary:

The manager will lead the site’s Client Services team, manage their daily assignments, provide support to Client Services Advocates, and ensure they are delivering high-quality service to clients. The manager will handle client complaints and motivate employees to achieve peak performance. This individual will work closely with the site Director, Workforce and Quality teams to ensure department policies and procedures are followed, enforced. The site manager is also responsible for hiring of staff, coaching, development, and the evaluation of employee performance.

Core Responsibilities:

• Must be proficient in all core responsibilities of a Client Advocate.
• Responsible for hiring, training, coaching, and supporting Advocates as they provide support for customers.
• Guide the team through difficult calls or issues, diffuse upset customers, and handle issues that cannot be fielded by representatives.
• Leads weekly team huddles. This includes determining which topics and educational opportunities should addressed, training on new products, and setting department expectations as needed.
• Ensures staff members are achieving the desired service levels and working at the expected level.
• Ensure employees are abiding employee handbook.
• Provides employee feedback on performance, and takes corrective action as needed.
• Monitor and evaluate individual performance, provide individual performance feedback and accomplish individual mid-year and annual reviews for assigned personnel.
• Partners with the Workforce Management team to assist with staffing to ensure resources are properly allocated.
• Analyzes VOC, performance trends and coaching opportunities to improve processes, maximize efficiency, and customer satisfaction.
• Addresses feedback from other departments to ensure internal service provided by the department is in line with policies and procedures, and that we are working efficiently across departments.
• Manges and approves Service Now tickets and ensures the team has the necessary equipment.
• Assists the site Directors and other site managers by sharing trends, gaps and establishing department goals.
• Assists in leading and implementing process improvement within the department
• 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 the Department Supervisor/Manager in implementing and meeting departmental goals
• Assists in supervising Client Advocates by periodically monitoring calls and completed work.
• Stays up-to-date on new test offerings and changes of procedures
• Partners with the Quality team to ensures departmental training, SharePoint guides and SOP’s remain up to date and reflect current departmental procedures.
• Analyzes daily, weekly, and monthly individual and departmental metrics to evaluate productivity trends.
• Establishes performance and quality standards/goals
• Tracks and trends daily production and quality performance on new hires
• Identifies appropriate client issues for escalation to Directors and Sales
• Provides interdepartmental communication of all relevant laboratory and Client Service related issues
• Establishes and maintains positive and effective working relationships within the team, with other teams, and with other internal and external customers
• 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
• Responsible for supporting on call Advocates afterhours.
• Timely coordination and completion of special projects assigned by the Site Directors
• Perform miscellaneous job-related duties as assigned.
• Standing, sitting, walking, bending, reaching, manual manipulation, and lifting up to 30 pounds.

Position Objectives:

• Maintains satisfactory results on all department specific competency assessments and performance objectives
• Works productively and efficiently to achieve company and departmental goals
• Effectively schedules and manages resources 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

Experience, Education and Qualifications

• Bachelor’s degree preferred. At min must have a high School Diploma or equivalent.
• 3+ years of experience equivalent to a Client Advocate II preferred. Experience in leading teams preferred.
• Excellent typing and data entry skills

• Proficient with MS Office programs and database management
• Strong knowledge of management principles and familiarity with company products, services, policies and lab processes.
• 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.
• 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 multitask and remain calm under pressure, especially during peak hours or intense situations.
• Ability to handle stressful situations and demonstrate a potential for strong problem-solving skills
• Strong coaching and leadership skills, ability to motivate employees.
• Must be able to work in a biohazard environment and comply with safety policies and standards outlined in Safety Manual
• Certification Compliance Requirements:
• Participation in NeoGenomics Leadership Courses preferred

Travel Required: Ability to travel 25% of the time

PI254283251