Customer Service Representative 1

University of Miami•Miami, FL

2d•Onsite

About The Position

The Customer Service Representative 1 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. This role also involves managing the archiving, storage, and retrieval of pathology materials, ensuring accurate and timely dispatch, verifying completeness of materials, monitoring quality, resolving issues with missing specimens, providing cross-functional backup, collaborating with faculty and staff to locate specimens, tracking international and external cases, assisting patients and visitors, and maintaining a pending list of problem cases.

Requirements

High School Diploma or equivalent/relevant experience, certification or license
Minimum 1 year of relevant experience required
Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
Teamwork: Ability to work collaboratively with others and contribute to a team environment.
Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

Responsibilities

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.
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.