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The Department of Pathology at the University of Miami is currently seeking a temporary Sr. Customer Service Representative to work in Miami, FL. The Senior Customer Service Representative receives, reviews and addresses a variety of inquiries, to include 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 provides guidance to lower-level customer service staff and handles the more complex or unusual problems.
CORE JOB FUNCTIONS
Assists lower level customer service staff with day-to-day requests.
Receives, addresses and responds to general inquiries, requests for service/support and/or complaints.
Researches all inquiries in order to address any issues or concerns.
Refers concerns to other service areas/departments for follow up, as needed.
Resolves complex and unusual problems and communicates solution 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 2 years of relevant experience
DEPARTMENT ADDENDUM
Department Specific Functions
Review and manage ancillary testing work-queue.
Review and process manual ancillary testing requests.
Reviews all clinician requests to assure 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.
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.
Ability to lead, motivate, develop and train others.
Proficiency in computer software (i.e., Microsoft Office).
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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.
Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.
The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.
