Customer Service Representative

University of Miami; Miami (FL); On-site; USD 32,000 - 52,000; Full time

Job summary

The University of Miami’s UHealth-University of Miami Health System is seeking a Customer Service Representative 1 to handle inquiries, complaints, and service requests with professionalism.

The role requires strong communication, discretion with confidential information, and the ability to work evenings, nights, and weekends. Proficiency in Microsoft Office and prior relevant experience are valued in this full-time position.

Qualifications

• High School Diploma or equivalent required.
• Minimum 1 year of relevant experience.
• Excellent written and verbal communication.
• Ability to handle confidential information with discretion.

Responsibilities

• Respond to general inquiries, requests for service, and complaints.
• Research inquiries to resolve issues and provide solutions.
• Document interactions and resolutions in the appropriate database.
• Escalate unresolved issues to department leadership as needed.

Skills

Effective communication

Problem solving

Confidential information handling

Flexible hours

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

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 .The UHealth Laboratories Department at the University of Miami has an exciting opportunity for a Customer Service Representative 1.CORE JOB SUMMARYThe 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 FUNCTIONSReceives, 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 or patient. Verifies that appropriate changes/resolutions have been finalized. Keeps records of customer interactions, recording details of inquiries, complaints, comments, and final resolution in the 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.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 QUALIFICATIONSEducation:High School Diploma or equivalentExperience:Minimum 1 year of relevant experienceKnowledge, 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 ADDENDUMDepartment Specific FunctionsManages 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.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. Verifies completeness of materials and documentation prior to sendouts to external facilities to ensure quality and prevent delays. Monitors the quality of materials during handling and transfer processes to preserve specimen integrity and support accurate diagnostic outcomes.Identifies and resolves issues related to missing specimens or incomplete information to prevent workflow disruptions and ensure timely case resolution.Provides cross-functional backup for other responsibilities within the department to ensure continuity of operations and enhance team flexibility and reliability.Collaborates with faculty, residents, and fellows to locate specimens requested by pathologists, outside institutions, and clinicians to support patient care, education, and interdepartmental coordination.Receive, sort and track international and external cases received by FedEx and other carriers.Assist patients, clients, and visitors.Maintaining a detailed pending list of problem cases.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.Job Status:Full timeEmployee Type:Staff