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CORE JOB SUMMARY

The Customer Service Representative 1 receives, reviews, and addresses a variety of inquiries, including complaints, requests for information and/or service, etc., and follows up on customer/patient concerns via face-to-face, email, fax, telephone, and/or regular mail.

CORE JOB FUNCTIONS

1. Receives, addresses, and responds to general inquiries, requests for service/support, and/or complaints.

2. Researches all inquiries to address any issues or concerns. Refers concerns to other service areas/departments for follow-up, as needed.

3. Resolves routine and basic problems and communicates solutions or requested information to the customer or patient. Verifies that appropriate changes/resolutions have been finalized.

4. Keeps records of customer interactions, recording details of inquiries, complaints, comments, and final resolution in the applicable database.

5. Escalates and refers unresolved customer grievances to department leadership for further review, as necessary.

6. Reviews and processes confidential information with discretion.

7. 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/relevant experience, certification or license

Experience: Minimum 1 year of relevant experience required

Knowledge, Skills and Abilities:

• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
• Teamwork: Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

DEPARTMENT ADDENDUM

Department Specific Functions

1. Manages the archiving, storage, and retrieval of pathology materials in both on-site and off-site facilities to ensure timely availability for diagnostic purposes and to maintain regulatory compliance.

2. Ensures the accurate and timely dispatch of materials to appropriate locations using established tracking systems to maintain chain-of-custody integrity and meet turnaround time requirements.

3. Verifies completeness of materials and documentation prior to sendouts to external facilities to ensure quality and prevent delays.

4. Monitors the quality of materials during handling and transfer processes to preserve specimen integrity and support accurate diagnostic outcomes.

5. Identifies and resolves issues related to missing specimens or incomplete information to prevent workflow disruptions and ensure timely case resolution.

6. Provides cross-functional backup for other responsibilities within the department to ensure continuity of operations and enhance team flexibility and reliability.

7. Collaborates with faculty, residents, and fellows to locate specimens requested by pathologists, outside institutions, and clinicians to support patient care, education, and interdepartmental coordination.

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

9. Assist patients, clients, and visitors.

10. Maintaining a detailed pending list of problem cases.

11. Performs additional duties as assigned by leadership to support departmental priorities and evolving operational needs.

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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