Customer Service Representative 3

University of Miami•Miami, FL

About The Position

The Customer Service Representative 3 receives, reviews, and responds to inquiries, complaints, and requests for information or service through face-to-face, email, fax, telephone, and regular mail. The role researches and addresses concerns, resolves routine issues, follows up to verify resolutions, and records customer interactions. It also handles complex or unusual problems and guides lower-level customer service staff. In the Pathology Department, the position monitors a shared inbox and routes inquiries, coordinates pathology services and case requests, and reviews orders, requisitions, and case materials for completeness and accuracy. The representative arranges approved pathology send-outs, requests materials and documentation needed to complete cases, and tracks and returns cases and materials to authorized recipients within established turnaround times. The role also investigates missing specimens and case discrepancies, coordinates with internal and external partners, and provides frozen-section and cross-functional backup support.

Requirements

High school diploma or equivalent.
At least 3 years of relevant experience.
Ability to communicate effectively in oral and written form.
Ability to recognize, analyze, and solve a variety of problems.
Ability to handle confidential information with discretion.
Ability to work evenings, nights, and weekends as necessary.
Proficiency in computer software, including Microsoft Office.
Proficiency in EPIC, CoPath, Microsoft Office, and standard office technology.
Knowledge of pathology materials, documentation, and case-coordination workflows.
Ability to prioritize time-sensitive requests and resolve case discrepancies accurately.
Ability to communicate professionally and safeguard confidential information.

Responsibilities

Receive, address, and respond to general inquiries, service or support requests, and complaints.
Research inquiries, address concerns, and refer issues to other service areas or departments for follow-up when needed.
Resolve routine and basic problems, communicate solutions or requested information, and verify that resolutions are finalized.
Record customer inquiries, complaints, comments, and resolutions in the applicable database.
Escalate unresolved customer grievances to department leadership as necessary.
Review and process confidential information with discretion, follow University and unit-level policies, and safeguard University assets.
Guide lower-level customer service staff and handle complex or unusual problems.
Monitor the Pathology Department’s shared inbox, respond to inquiries, and route messages to appropriate team members.
Communicate with clients, healthcare providers, external facilities, and internal departments to coordinate pathology services and case requests.
Review orders, requisitions, and case materials for completeness and accuracy before processing pathology send-outs.
Obtain pathologist approval and coordinate timely send-outs to ordering physicians, external laboratories, and other authorized recipients.
Request specimens, slides, blocks, reports, recuts, immunohistochemistry materials, and other documentation needed for case completion.
Prepare, verify, track, and return pathology cases and materials to authorized recipients or originating facilities within established turnaround times.
Serve as a liaison between external facilities and Pathology Case Coordination.
Investigate missing specimens, incomplete documentation, and case discrepancies to prevent diagnostic delays.
Collaborate with faculty, residents, fellows, clinicians, and laboratory personnel to locate materials and support timely diagnostic workflows.
Provide frozen-section and cross-functional backup support and perform other duties as assigned to maintain service continuity.