Sr. Customer Service Representative

Current Employees:

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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

Certification and Licensing:

Not Applicable

Experience:

Minimum 2 years of relevant experience

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

• Greet all incoming patients, clients, and visitors
• Create/complete distribution logs and packaging of all consultation cases (slides/reports) for transport across campus and sending of clinical cases to other labs (Mailman, Batchelor, etc)
• Receipt and distribution of all case transfers and external slides (JMH & Satellites)
• Assignment of faculty to respective consultation cases, per schedule
• Oversee JMH hematopathology smear log process
• Scan all slides and blocks
• Review and manage ancillary testing work-queue.
• Review and process manual ancillary testing requests.
• Reviews all clinician requests to assure 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.
• Other duties as assigned.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

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