Customer Service Representative

Customer Service Representative 1

The UHealth Laboratories Department at the University of Miami has an exciting opportunity for a Customer Service Representative 1. The Customer Service Representative 1 (H) receives, reviews, and addresses a variety of inquiries, including complaints, requests for information and/or service, etc., and follows up on customer/patient concerns via face-to-face, email, fax, telephone, and/or regular mail.

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 or patient.
• Verifies that appropriate changes/resolutions have been finalized.
• Keeps records of customer interactions, recording details of inquiries, complaints, comments, and final resolution in the 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 1 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

• Manages the archiving, storage, and retrieval of pathology materials in both on-site and off-site facilities to ensure timely availability for diagnostic purposes and to maintain regulatory compliance.
• Ensures the accurate and timely dispatch of materials to appropriate locations using established tracking systems to maintain chain-of-custody integrity and meet turnaround time requirements.
• Verifies completeness of materials and documentation prior to sendouts to external facilities to ensure quality and prevent delays.
• Monitors the quality of materials during handling and transfer processes to preserve specimen integrity and support accurate diagnostic outcomes.
• Identifies and resolves issues related to missing specimens or incomplete information to prevent workflow disruptions and ensure timely case resolution.
• Provides cross-functional backup for other responsibilities within the department to ensure continuity of operations and enhance team flexibility and reliability.
• Collaborates with faculty, residents, and fellows to locate specimens requested by pathologists, outside institutions, and clinicians to support patient care, education, and interdepartmental coordination.
• Receive, sort and track international and external cases received by FedEx and other carriers.
• Assist patients, clients, and visitors.
• Maintaining a detailed pending list of problem cases.
• Performs additional duties as assigned by leadership to support departmental priorities and evolving operational needs.

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