Current Employees: If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this tip sheet. 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. Job Status: Full time Employee Type: Staff The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation. The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride. The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings. Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019. The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022. With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe. The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Customer Service Representative 3.

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