Senior Client Services Associate
1 week ago
Current Employees:
If you are currently employed at the University of Miami, please log in to Workday to utilize the internal application process. For guidance on applying for faculty or staff positions through the Career worklet, please refer to the provided resources.
The UHealth system at the University of Miami presents an exciting opportunity for a Full-Time Senior Client Services Associate within the Pathology Department located at our Medical Campus.
POSITION OVERVIEW
The Senior Client Services Associate is responsible for receiving, reviewing, and addressing a diverse range of inquiries, including complaints and requests for information or services. This role involves following up on customer concerns through various communication channels such as face-to-face interactions, email, fax, telephone, and traditional mail. Additionally, this position provides mentorship to junior customer service staff and manages more complex or unique issues.
KEY RESPONSIBILITIES
- Support junior customer service representatives with daily inquiries.
- Receive, address, and respond to general inquiries, service requests, and complaints. Conduct thorough research to resolve any issues or concerns.
- Refer unresolved issues to appropriate departments for further action as necessary.
- Resolve intricate and atypical problems, communicating solutions or requested information to customers.
- Ensure that all necessary changes and resolutions have been properly implemented.
- Maintain accurate records of customer interactions, documenting inquiries, complaints, comments, and final resolutions in the relevant database.
- Escalate unresolved customer grievances to department leadership for additional review when required.
- Handle confidential information with the utmost discretion.
- Adhere to University and departmental policies and procedures while safeguarding University assets.
REQUIRED QUALIFICATIONS
Education:
High school diploma or equivalent.
Experience:
A minimum of 2 years of relevant experience.
Skills and Attributes:
- Proficient in effective communication, both orally and in writing.
- Strong analytical and problem-solving abilities.
- Capable of managing and processing confidential information with care.
- Willingness to work evenings, nights, and weekends as required.
- Ability to lead, inspire, and develop team members.
- Proficient in computer applications, including Microsoft Office.
DEPARTMENT SPECIFIC FUNCTIONS
- Manage One-Click/UChart registrations for internal and external patient consult cases.
- Coordinate communication with external facilities regarding missing information and discrepancies related to requisitions.
- Process payments for self-pay and international consult cases, ensuring proper documentation.
- Oversee the management of designated folders in the Pathology Main Inbox.
- Receive and track international and external cases delivered by various carriers.
- Maintain a detailed list of pending cases requiring resolution.
The University of Miami offers competitive salaries and a comprehensive benefits package, including medical, dental, and tuition remission among other perks.
UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care supported by groundbreaking research and medical education. Our physicians represent a wide array of specialties and sub-specialties, with over one million patient encounters annually. We are committed to excellence in teaching, research, and patient care.
Job Status:
Full timeEmployee Type:
StaffPay Grade:
H4-
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