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Client Advocate Lead
NeoGenomics LaboratoriesFort Myers, United Statesfull_timeVerifiedPosted 10 Apr 2026
About the role
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 Lead within the Client Services department in Fort Myers Florida who wants to continue to learn in order to allow our company to grow.Schedule: Monday to Friday 9:30am to 6:00pm ESTNow 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 Advocate Team Lead works under little or no supervision and demonstrates proficiency in all Core Responsibilities of a Client Advocate II. This is an advanced level for the Client Services job category responsible for assisting with training, mentorship, daily support of department assignments, client complaint and client account maintenance. The Team Leads also support and engage with the leadership team and Advocates to ensure Client Services daily assignments are completed on-time, service levels are met, and the departments is delivering high-quality service to clients.
Responsibilities:
Core Responsibilities:
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 Advocate Team Lead works under little or no supervision and demonstrates proficiency in all Core Responsibilities of a Client Advocate II. This is an advanced level for the Client Services job category responsible for assisting with training, mentorship, daily support of department assignments, client complaint and client account maintenance. The Team Leads also support and engage with the leadership team and Advocates to ensure Client Services daily assignments are completed on-time, service levels are met, and the departments is delivering high-quality service to clients.
Responsibilities:
Core Responsibilities:
- 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 De
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