Senior Client Services Associate

2 months ago

Miami, Florida, United States University of Miami Full time

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 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 regular mail. Additionally, this position offers guidance to junior customer service staff and manages more complex or atypical issues.

KEY RESPONSIBILITIES

- Support junior customer service staff with daily inquiries and requests.

- Address and respond to general inquiries, service requests, and complaints. Conduct thorough research to resolve any issues or concerns.

- Direct concerns to appropriate service areas or departments for further assistance, as necessary.

- Resolve intricate and unusual problems, communicating solutions or requested information to customers.

- Ensure that all necessary changes or resolutions have been 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.

- Comply with 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:

  • Strong communication skills in both oral and written forms.
  • Ability to identify, analyze, and resolve a variety of issues.
  • Proficient in handling confidential information with care.
  • Flexibility to work evenings, nights, and weekends as required.
  • Capability to lead, motivate, develop, and train team members.
  • Proficiency in computer applications, including Microsoft Office.

DEPARTMENT SPECIFIC FUNCTIONS

- Manage One-Click/UChart Registration for internal and external patient consult cases.

- Facilitate communication with external facilities regarding missing information and discrepancies.

- 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.

- Assist patients, clients, and visitors while maintaining a detailed list of pending cases.

EMPLOYMENT DETAILS

The University of Miami offers competitive salaries and a comprehensive benefits package, including medical, dental, and tuition remission.

UHealth-University of Miami Health System is committed to providing exceptional patient care, supported by innovative research and medical education. We are proud to serve diverse communities and uphold a tradition of excellence in teaching, research, and patient care.

Job Status: Full time

Employee Type: Staff

Pay Grade: H4

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