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CORE JOB SUMMARY                                                                                                                                                                                                   

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.

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

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

• Monitors the Pathology Department’s shared inbox, responds to inquiries, and routes messages to the appropriate team members to ensure timely follow-up.
• Communicates with clients, healthcare providers, external facilities, and internal departments to coordinate pathology services and case requests.
• Reviews orders, requisitions, and case materials for completeness and accuracy before processing pathology send-outs.
• Obtains pathologist approval and coordinates timely send-outs to ordering physicians, external laboratories, and other authorized recipients.
• Requests specimens, slides, blocks, reports, recuts, immunohistochemistry materials, and other documentation required for case completion.
• Prepares, verifies, tracks, and returns pathology cases and materials to authorized recipients or originating facilities within established turnaround times.
• Serves as a liaison between external facilities and Pathology Case Coordination to maintain accurate case coordination and information flow.
• Investigates missing specimens, incomplete documentation, and case discrepancies to prevent diagnostic delays.
• Collaborates with faculty, residents, fellows, clinicians, and laboratory personnel to locate materials and support timely diagnostic workflows.
• Provides frozen-section and cross-functional backup support and performs other duties as assigned to maintain service continuity.

Department Specific Qualifications                                                                                 

Knowledge, Skills and Attitudes:

 Proficiency in EPIC, CoPath, Microsoft Office, and standard office technology.

Knowledge of pathology materials, documentation, and case-coordination workflows.

Ability to prioritize time-sensitive requests and resolve case discrepancies accurately.

Ability to communicate professionally and safeguard confidential information.

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. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

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