Customer Service Representative 3

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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.

Additional information

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 Specific Functions

• Verifies the availability of all required material requisitions-including orders and file room requests-prior to initiating the approval process for sendouts to ensure workflow readiness and avoid delays in test processing.
• Obtains pathologist approval and receives corresponding materials from the laboratory to coordinate timely sendouts to ordering physicians or external laboratories, while maintaining accuracy, prioritization, and adherence to turnaround time (TAT) standards.
• Orders specific recuts and immunohistochemistry (IHC) materials to meet the technical and diagnostic requirements of ordered tests.
• Provides support for the frozen section line to ensure timely processing and handling of intraoperative specimens, while maintaining discretion with confidential information.
• Serves as a backup resource for various duties to ensure operational continuity and promote team flexibility and accountability.
• Identifies and resolves issues related to missing specimens or incomplete information to prevent delays and ensure comprehensive case documentation.
• Collaborates with faculty, residents, and fellows to locate missing specimens requested by pathologists, external facilities, or clinicians to support efficient diagnostic processes and patient care coordination.
• Performs other duties as assigned by leadership to support evolving departmental priorities and maintain service continuity.

Pay and benefits

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.

Job Status: Full time

Employee Type: Staff