Job Description

Current Employees:

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The Department of Pathology Administration has an exciting opportunity for a full-time, Customer Service Representative 1 to work on-site in Miami, FL.

CORE JOB SUMMARY

The Customer Service Representative 1 (H) 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

Certification and Licensing:

Not Applicable OR Certification in relevant specialty or field

Experience:

Minimum 1 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

• Returns pathology cases to the originating facility or case owner to fulfill client requirements and ensure continuity of case management in a timely and accurate manner.
• Verifies the completeness of information and materials prior to sending out to external facilities to maintain quality standards, safeguard confidential data, and meet time-sensitive operational needs.
• Requests additional materials from outside facilities as needed to complete documentation and specimen sets required for accurate diagnosis by pathologists, in accordance with procedural specifications.
• Serves as a communication liaison between external facilities and PCC to ensure accurate case coordination and efficient information flow under tight deadlines.
• Identifies and resolves issues related to missing specimens or incomplete documentation to prevent diagnostic delays and maintain process efficiency.
• Provides cross-functional support by serving as a backup resource for other tasks to promote operational flexibility and accountability.
• Collaborates with faculty, residents, and fellows to locate missing specimens requested by pathologists, external entities, or clinicians to support timely diagnostic workflows and effective patient care.
• Performs other duties as assigned by leadership to address evolving departmental priorities and ensure continuous service delivery.

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