Customer Service Representative 3

University of Miami•Miami, FL

22d

About The Position

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. 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.

Requirements

High School Diploma or equivalent
Minimum 3 year of relevant experience
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).

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.
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.
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.