Customer Service Representative 3

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The Department of UHealth Laboratories and Anatomic Pathology is currently seeking a full time Customer Service Representative 3 to work in Miami, FL. The Customer Service Representative 3 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

CORE JOB FUNCTIONS                                                                                                     

• 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.

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 3 year 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.

• 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 ([email protected]).

• Receive, sort and track international and external cases received by FedEx and other carriers.

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

• Return of patient(s) materials (slides and blocks) for all Consult Cases to originating facilities in a timely manner.

• Assist patients, clients, and visitors. Maintaining a detailed pending list of problem cases.

• Answer multiple incoming lines and triage questions from outside facilities, clinicians (internal and external).

• Assist our customers with requested information (i.e., reports) obtain details regarding any issue pathologist related.

• Other Duties Assigned.

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

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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