Customer Rep II,Spec Srvcs,Lab
About The Position
As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. Job Location (Full Address): 211 Bailey Rd, Rochester, New York, United States of America, 14586 Opening: Worker Subtype: Regular Time Type: Full time Scheduled Weekly Hours: 40 Department: 500286 Lab Client Services Work Shift: UR - Day (United States of America) Range: UR URC 205 H Compensation Range: $19.62 - $26.49 The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations. Responsibilities: Serves as a customer service representative and technical resource in the Pathology and Laboratory Medicine Outreach Customer Support Department. Provides professional and expeditious quality customer service. Investigates and resolves problems internally and externally. Assists with the direction of the daily operations of the department. Coordinates the requisition and report processes.
Requirements
- Associate's degree and 1 year of clinical laboratory or medical experience required
- Or equivalent combination of education and experience
- Valid NYS driver’s license upon hire required
Responsibilities
- Directs work flow of Customer Support Representatives based on the status of the call queue.
- Oversees the daily assigned work schedule, including task assignments.
- Makes ad hoc work schedule adjustments due to situational changes and workload demands.
- Provides advanced phone support to team for issues needing immediate attention and problem resolution, such as answering questions, speaking directly with clients and/or providing follow up.
- Serves as resource to Outreach Account team, makes recommendations to improve processes, assists with training, communicates policies and procedures, monitors supplies and provides input on staff performance.
- Coordinates the customer requisition process, including design, revision, ordering, delivery and problem resolution.
- Conducts reviews to ensure compliance regulations are met and maintained.
- Oversees printing process of laboratory reports from all areas of URMC Labs, including equipment and software functionality, quality review, packaging, distribution and problem resolution.
- Provides advanced phone support to team needing immediate attention and problem resolution, such as answering technical questions and providing back up to the Advanced Resources Representative.
- Answers telephone calls, providing routine information related to test results, testing/specimen requirements or other technical information, as well as general product or service information.
- Handles physician requests for additional specimen testing.
- Calls/faxes results to physicians as requested.
- Dispatches courier services as assigned for specimen pick-ups and deliveries, as well as delivery of supplies.
- Dispatches on call phlebotomist for STAT and after hours specimen collections.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
