Customer Service Representative 3

University of Miami•Miami, FL

5d•Onsite

About The Position

The Department of Pathology has an exciting opportunity for a full-time Customer Service Representative 3 to work on-site in Miami. 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.

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.
Review and manage ancillary testing work-queue.
Review and process manual ancillary testing requests.
Reviews all clinician requests to ensure necessary documentation has been received to proceed with the request for patient care.
Obtain and provide appropriate documentation for ancillary testing.
Initiate and oversee internal approval process for ancillary requests.
Create addenda for AP send outs, as required.
Forward/faxing testing requests to appropriate external lab, as needed (material not available in house).
Confer with customer service reps, regarding additional tissue required to complete testing.
Order testing on behalf of pathologists/clinicians, as needed.
Upload finalized reports into EMR & LIS for pathology send outs (AP).
Review, process, and obtain alternate specimens for testing, as needed.
Confer with external laboratory staff as required
Package and send out material per external institutions’ respective policies.
Confer with pathologist and/or sub-specialty coordinators regarding “second opinion” cases.
Obtain and submit results of second opinions to pathologists for their review.
Review and process patient requests for pathology slides or transfer of care.
Assist in locating slides for pathologists (as needed) for patient care.
Request creation of patient encounters.