Customer Service Representative 1

Summary

The Customer Service Representative 1 receives, reviews, and addresses a variety of inquiries, including complaints, requests for information and/or service, and follows up on customer/patient concerns via face-to-face, email, fax, telephone, and/or regular mail.

Core Job Functions

• Receives, 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.

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.

Qualifications

Education: High School Diploma or equivalent

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).