Customer Rep II, Laboratory

University of Rochester; United States; On-site; USD 28,000 - 38,000; Full time

Job summary

University of Rochester is seeking a friendly and detail-oriented professional to support the Pathology and Laboratory Medicine Outreach Customer Support Department. The role emphasizes high-quality customer service, information gathering, and coordination of specimen testing.

Responsibilities include handling test results inquiries, coordinating specimen testing with physicians, and managing courier and inventory tasks to ensure timely delivery of reports and materials.

Responsibilities

• Serve as a customer service representative and technical resource in Outreach Customer Support.
• Answer telephone calls with routine information about test results, specimen requirements, or other technical information.
• Handle physician requests for additional specimen testing and deliver results to physicians as requested.
• Dispatch courier services for specimen pick-ups and deliveries.
• Assemble customer orders and manage reports in the electronic inventory system.
• Dispatch on-call phlebotomists for STAT and after-hours specimen collections.
• Other duties as assigned.

Education

Associate's degree and 1 year of clinical laboratory or medical experience

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 - Night (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.