Customer Service Representative 3

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The Department of Pathology has an exciting opportunity for a full-time Customer Service Representative 3 to work on-site in Miami.

CORE JOB SUMMARY

The Customer Service Representative 3 (H) receives, reviews, and addresses a variety of inquiries, including complaints, requests for information and/or service, etc., and follows up on customer concerns via face-to-face, email, fax, telephone, and/or regular mail. This position also guides lower-level customer service staff and handles more complex or unusual problems.

CORE JOB FUNCTIONS

• Receives, addresses, and responds to general inquiries, requests for service/support, and/or complaints.

• Researches all inquiries to address any issues or concerns.

• Refers concerns to other service areas/departments for follow-up, as needed.

• Resolves routine and basic problems and communicates solutions or requested information to the customer.

• Verifies that appropriate changes/resolutions have been finalized.

• Keeps record of customer interactions, recording details of inquiries, complaints, comments, and final resolution in applicable database.

• Escalates and refers unresolved customer grievances to department leadership for further review, as necessary.

• Reviews and processes confidential information with discretion.

• Adheres to University and unit-level policies and procedures and safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

Education:

High School Diploma or equivalent

Experience:

Minimum 3 year of relevant experience

Knowledge, Skills and Attitudes:

• Ability to communicate effectively in both oral and written form.

• Ability to recognize, analyze and solve a variety of problems.

• Ability to process and handle confidential information with discretion.

• Ability to work evening, nights, and weekends as necessary.

• Proficiency in computer software (i.e., Microsoft Office).

DEPARTMENT ADDENDUM

Department Specific Functions

• Review and manage ancillary testing work-queue.

• Review and process manual ancillary testing requests.

• Reviews all clinician requests to ensure necessary documentation has been received to proceed with the request for patient care.

• Obtain and provide appropriate documentation for ancillary testing.

• Initiate and oversee internal approval process for ancillary requests.

• Create addenda for AP send outs, as required.

• Forward/faxing testing requests to appropriate external lab, as needed (material not available in house).

• Confer with customer service reps, regarding additional tissue required to complete testing.

• Order testing on behalf of pathologists/clinicians, as needed.

• Upload finalized reports into EMR & LIS for pathology send outs (AP).

• Review, process, and obtain alternate specimens for testing, as needed.

• Confer with external laboratory staff as required

• Package and send out material per external institutions’ respective policies.

• Confer with pathologist and/or sub-specialty coordinators regarding “second opinion” cases.

• Obtain and submit results of second opinions to pathologists for their review.

• Review and process patient requests for pathology slides or transfer of care.

• Assist in locating slides for pathologists (as needed) for patient care. Request creation of patient encounters.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status:

Full time

Employee Type:

Staff