Samantha Luchetta
Summary
Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing best possible service.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Client Advocate II
NeoGenomics Laboratories
01.2023 - Current
- Establish effective, service-driven relationships with prospective clients, territory business managers, and internal account executives
- Exceed customer expectations, provide case results, and incident resolutions to existing clients in accordance with department SOPs, while ensuring the privacy and confidentiality of all communications meet HIPAA regulations
- Handle connecting Path to Path calls for STAT/ACUTE Cases
- Maintained positive office environment using active listening and prompt problem solving.
- Educated patients on available wellness services and guided each through process.
- Facilitated communication between clients and other service providers.
- Developed and implemented strategies to enhance quality of service provided.
- Highest Call Quality Score
Pathology Support Lead
NeoGenomics Laboratories
03.2021 - 09.2022
- Case assignment- ensure all the Pathologists are assigned cases to meet their daily requirements of cases to be signed out
- Client returns (return all consultation material and completed case slides)
- Delegate tasks and assist with any problems that may arise during the work week
- Initiate report corrections per the clients request or upon internal QC
- Enter stain orders upon receiving them from the Pathologists
- Working with all labs to ensure that STAT/RUSH cases are handled appropriately
Client Advocate I
NeoGenomics Laboratories
09.2019 - 03.2021
- Establish effective, service-driven relationships with prospective clients, territory business managers, and internal account executives
- Exceed customer expectations, provide case results, and incident resolutions to existing clients in accordance with department SOPs, while ensuring the privacy and confidentiality of all communications meet HIPAA regulations
- Ongoing responsibility for enhancing department quality and productivity by improving client advocate service levels and reducing wait times on Inbound Call Queue
- Facilitated communication between clients and other service providers.
- Assisted in conducting needs assessments to identify key areas of service needs.
- Participated in meetings with stakeholders to discuss program objectives and strategies.
Senior Flow Laboratory Assistant
NeoGenomics Laboratories
10.2015 - 09.2019
- Receive, log, and prep patient samples for FLOW Cytometry oncology testing
- Quality check each specimen and corresponding travel documents to avoid any discrepancies
- Communicate with Accessioning, Client Services, and various Pathologists via Outlook
- Maintain Florida FLOW Salesforce queue and testing add-on requests
- Stain patient smears and scan slides into NeoLINK APvX database for Pathologist review
- Prepare chemical reagents and cytometers for laboratory procedures
- Perform daily, weekly, and monthly maintenance on laboratory equipment
- Adhered to laboratory safety procedures to maintain compliance with quality control standards.
- Participated in lab meetings and project presentations.
- Troubleshot and resolved equipment and process issues.
Education
Bachelor of Arts - Health Care Administration
University of Arizona- Global Campus
Arizona City, AZ12.2026
Skills
- Client Contact
- Career Development
- Customer Service
- Trained in Salesforce
- Problem-Solving Ability
- Managing Multiple Tasks
- Medical Terminology Knowledge
- Understanding Customer Needs
Certification
- Applied Leadership Certification, Capella University- April 2022
Timeline
Client Advocate II
NeoGenomics Laboratories
01.2023 - Current
Pathology Support Lead
NeoGenomics Laboratories
03.2021 - 09.2022
Client Advocate I
NeoGenomics Laboratories
09.2019 - 03.2021
Senior Flow Laboratory Assistant
NeoGenomics Laboratories
10.2015 - 09.2019
Bachelor of Arts - Health Care Administration
University of Arizona- Global Campus
- Applied Leadership Certification, Capella University- April 2022
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