Customer Service Representative 3

University of Miami•Miami, FL

About The Position

The Customer Service Representative 3 receives, reviews, and addresses inquiries, complaints, requests for information, and requests for service. The position follows up on customer concerns through face-to-face, email, fax, telephone, and regular mail; guides lower-level customer service staff; and handles complex or unusual problems. In the Pathology Department, the role monitors a shared inbox, responds to inquiries, and routes messages to appropriate team members. It coordinates pathology services and case requests with clients, healthcare providers, external facilities, and internal departments. The representative reviews orders, requisitions, and case materials for completeness and accuracy, obtains pathologist approval, and coordinates timely pathology send-outs. The role also requests, prepares, verifies, tracks, and returns pathology cases and related materials, investigates missing specimens and case discrepancies, and collaborates with clinical and laboratory personnel to support timely diagnostic workflows. It provides frozen-section and cross-functional backup support and performs other duties as assigned.

Requirements

High school diploma or equivalent.
Minimum of 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 process and 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, research, address, and respond to customer inquiries, requests for service or support, and complaints.
Refer concerns to other service areas or departments when follow-up is needed and escalate unresolved grievances to department leadership.
Resolve routine and basic problems, communicate solutions or requested information, and verify that changes or resolutions are finalized.
Record customer interactions, inquiries, complaints, comments, and resolutions in the applicable database.
Review and process confidential information with discretion and follow University and unit-level policies and procedures while safeguarding University assets.
Monitor the Pathology Department’s shared inbox, respond to inquiries, and route messages to appropriate team members.
Coordinate pathology services and case requests with clients, healthcare providers, external facilities, and internal departments.
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.
Liaise between external facilities and Pathology Case Coordination to maintain accurate case coordination and information flow.
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.
Guide lower-level customer service staff and handle complex or unusual problems.