Customer Rep II, Laboratory

University of Rochester; Town of Henrietta (NY); On-site; USD 28,000 - 38,000; Full time

Job summary

The University of Rochester in Rochester, NY is hiring a customer service representative in the Pathology and Laboratory Medicine Outreach department. You will provide professional, expeditious service, resolve issues, and support physicians with test results, specimen requirements, and related information.

This full-time role requires an Associate's degree, 1 year of clinical lab or medical experience, and a valid NYS driver's license.

Qualifications

• Associate's degree and 1 year of clinical laboratory or medical experience required
• Or equivalent combination of education and experience
• Valid NYS driver’s license upon hire required

Responsibilities

• Answers telephone calls with routine information on test results, specimen requirements, and general product or service information
• Handles physician requests for additional specimen testing and communicates results
• Investigates client complaints as a first level of response and reports issues to the leadership
• Dispatches courier services for specimen pickups and deliveries and delivery of supplies
• Prepares and packages reports for courier delivery and maintains the electronic inventory system
• Assembles customer orders for courier delivery and coordinates on-call phlebotomist for STAT collections
• Performs other duties as assigned

Skills

Customer service

Communication

Technical knowledge

Teamwork

Education

Associate's degree

Job description

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

211 Bailey Rd, Rochester, New York, United States of America, 14586

Opening

Worker Subtype:
Regular

Time Type

Full time

Scheduled Weekly Hours

40

Department

500286 Lab Client Services

Work Shift

UR - Day (United States of America)

Range

UR URCA 205 H

Compensation Range

$20.30 - $27.41

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities

Serves as a customer service representative and technical resource in the Pathology and Laboratory Medicine Outreach Customer Support Department. With the ability to work independently as well as part of a team provides professional and expeditious quality customer service. Investigates and resolves problems internally and externally.

Essential Functions

• Answers telephone calls, providing routine information related to test results, testing/specimen requirements or other technical information, as well as general product or service information.
• Handles physician requests for additional specimen testing. Calls/faxes results to physicians as requested.
• Investigates client complaints as a first level of response. Initiates incident reports as needed and reports customer dissatisfaction to the appropriate leader.
• Dispatches courier services as assigned for specimen pick-ups and deliveries, as well as delivery of supplies.
• Performs required duties related to report delivery as assigned, including sorting and packaging of reports for courier delivery.
• Performs required duties in the customer supply area as assigned. Assembles customer orders for delivery by courier, scanning product in and out of the electronic inventory system.
• Dispatches on call phlebotomist for STAT and after hours specimen collections.
• Other duties as assigned.

Minimum Education & Experience

• Associate's degree and 1 year of clinical laboratory or medical experience required
• Or equivalent combination of education and experience

LICENSES AND CERTIFICATIONS

• Valid NYS driver’s license upon hire required

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.