Customer Service Representative 3

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The UHealth system at the University of Miami has an exciting opportunity for a Full Time Sr. Senior Customer Service Representative in the Pathology Department located in our Medical Campus.

SUMMARY          

The Senior Customer Service Representative receives, reviews and addresses a variety of inquiries, to include 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 provides guidance to lower-level customer service staff and handles the more complex or unusual problems.

CORE JOB FUNCTIONS                                                                                           

Assists lower level customer service staff with day-to-day requests.

Receives, addresses and responds to general inquiries, requests for service/support and/or complaints. Researches all inquiries in order to address any issues or concerns.

Refers concerns to other service areas/departments for follow up, as needed.

Resolves complex and unusual problems and communicates solution 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.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS                                                                                        

Education:

High school diploma or equivalent

Experience:

Minimum 2 years of relevant experience

Any appropriate combination of relevant education, experience and/or certifications may be considered.

Knowledge, Skills and Attitudes:

• 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.

• Ability to lead, motivate, develop and train others.

• Proficiency in computer software (i.e., Microsoft Office).

DEPARTMENT ADDENDUM

Department Specific Functions

One-Click/UChart Registration for our internal patient consult cases and external patient consult cases that have been sent for primary read or second opinions.

Including personal cases that have been sent to a designated pathologist for second opinion from outside facilities.

Grossing for all internal and external consult cases, including personal cases from outside facilities.

Communicating with the outside facilities for missing information, documentation, and discrepancies pertaining to the Requisition received.

Obtaining payment information and processing payments for self-pay and international consult cases.

Maintaining proper documentation of all payments processed and received.

Place orders in CoPath for recuts of patient material (block) when only a block received for consultation.

One-Clicking of all Histology, Cytology, Core Lab and UMMG Clinics Requisitions.

Processing of technical work only cases. Prepare patient cases for testing and analysis.

Evaluate data collected to confirm accuracy. Uploading original patient material to CoPath and UChart.

Reviews all patient requests to ensure necessary documentation has been received to proceed with the request for patient care.

Responsible for managing designated folders in the Pathology Main Inbox (pathology@med.miami.edu).<