Customer Representative 2

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

211 Bailey Rd, Rochester, New York, United States of America, 14586

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500286 Lab Client Services

Work Shift:

UR - Day (United States of America)

Range:

UR URC 205 H

Compensation Range:

$19.62 - $26.49

Responsibilities:

Serves as a customer service representative and technical resource in the Pathology and Laboratory Medicine Outreach Customer Support Department. Provides professional and expeditious quality customer service. Investigates and resolves problems internally and externally. Assists with the direction of the daily operations of the department. Coordinates the requisition and report processes.

ESSENTIAL FUNCTIONS

• Directs work flow of Customer Support Representatives based on the status of the call queue. Oversees the daily assigned work schedule, including task assignments. Makes ad hoc work schedule adjustments due to situational changes and workload demands. Provides advanced phone support to team for issues needing immediate attention and problem resolution, such as answering questions, speaking directly with clients and/or providing follow up. Serves as resource to Outreach Account team, makes recommendations to improve processes, assists with training, communicates policies and procedures, monitors supplies and provides input on staff performance.
• Coordinates the customer requisition process, including design, revision, ordering, delivery and problem resolution. Conducts reviews to ensure compliance regulations are met and maintained. Oversees printing process of laboratory reports from all areas of URMC Labs, including equipment and software functionality, quality review, packaging, distribution and problem resolution. Provides advanced phone support to team needing immediate attention and problem resolution, such as answering technical questions and providing back up to the Advanced Resources Representative.
• Answers telephone calls, providing routine information related to test results, testing/specimen requirements or other technical information, as well as general product or service information.
• Handles physician requests for additional specimen testing. Calls/faxes results to physicians as requested.
• Dispatches courier services as assigned for specimen pick-ups and deliveries, as well as delivery of supplies.
• Dispatches on call phlebotomist for STAT and after hours specimen collections.
• Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• Associate's degree and 1 year of clinical laboratory or medical experience required
• Or equivalent combination of education and experience

LICENSES AND CERTIFICATIONS

• Valid NYS driver’s license upon hire required

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.