Customer Rep II,Spec Srvcs,Lab

Responsibilities

• Serves as a customer service representative and technical resource in the Pathology and Laboratory Medicine Outreach Customer Support Department.
• Provides professional and expeditious quality customer service.
• Investigates and resolves problems internally and externally.
• Affords direction of the daily operations of the department.
• Captures and coordinates requisition and report processes.
• Directs work flow of Customer Support Representatives based on the status of the call queue.
• Makes ad hoc work schedule adjustments due to situational changes and workload demands.
• Provides advanced phone support to team for issues needing immediate attention and problem resolution, such as answering questions, speaking directly with clients and/or providing follow up.
• Serves as resource to Outreach Account team, makes recommendations to improve processes, assists with training, communicates policies and procedures, monitors supplies and provides input on staff performance.
• Captures and coordinates the customer requisition process, including design, revision, ordering, delivery and problem resolution.
• Conducts reviews to ensure compliance regulations are met and maintained.
• Coordinates the customer requisition process, including design, revision, ordering, delivery and problem resolution.
• Provides advanced phone support to team needing immediate attention and problem resolution, such as answering technical questions and providing back up to the Advanced Resources Representative.
• 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.
• Dispatches courier services as assigned for specimen pick-ups and deliveries, as well as delivery of supplies.
• Dispatches on call phlebotomist for STAT and after hours specimen collections.
• Other duties as assigned.

Requirements

• 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

Qualifications

• Embedded in the University of Rochester's values are equity, leadership, integrity, openness, respect, and accountability.
• The University is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University's mission.
• 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).