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Senior Client Support Specialist

2 months ago

Miami, United States The 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 using the Career worklet, please refer to the provided tip sheet.

The UHealth system at the University of Miami presents an exciting opportunity for a Full-Time Senior Client Support Specialist within the Pathology Department located at our Medical Campus.

POSITION SUMMARY

The Senior Client Support Specialist is responsible for receiving, reviewing, and addressing a variety 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 provides guidance to junior customer service staff and manages more complex or unusual issues.

KEY RESPONSIBILITIES

1. Assist junior customer service staff with daily inquiries and requests.

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

3. Refer unresolved issues to appropriate service areas or departments for further action.

4. Resolve complex and atypical problems, communicating solutions or requested information to customers.

5. Ensure that necessary changes or resolutions have been implemented.

6. Maintain detailed records of customer interactions, including inquiries, complaints, comments, and resolutions in the relevant database.

7. Escalate unresolved customer grievances to department leadership for additional review as necessary.

8. Handle confidential information with discretion and in accordance with University policies.

NOTE: This list of duties is not exhaustive and may be expanded to include additional responsibilities as required.

CORE QUALIFICATIONS

Education:
High school diploma or equivalent required.

Experience:
A minimum of 2 years of relevant experience is required.

Any suitable combination of relevant education, experience, and/or certifications may be considered.

Knowledge, Skills, and Abilities:
  • Effective communication skills in both oral and written forms.
  • Ability to identify, analyze, and resolve a variety of issues.
  • Capacity to manage confidential information with care.
  • Willingness to work evenings, nights, and weekends as necessary.
  • Ability to lead, motivate, and develop team members.
  • Proficiency in computer applications (e.g., Microsoft Office).
DEPARTMENT SPECIFIC FUNCTIONS

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

2. Oversee grossing for all consult cases, including personal cases from external facilities.

3. Communicate with external facilities regarding missing information and discrepancies in requisitions.

4. Process payments for self-pay and international consult cases, maintaining accurate documentation.

5. Place orders in CoPath for recuts of patient materials when necessary.

6. Ensure proper processing of technical work cases and prepare patient cases for analysis.

7. Review all patient requests to confirm necessary documentation is received for patient care.

8. Manage designated folders in the Pathology Main Inbox and track incoming cases.

9. Provide assistance to patients, clients, and visitors while maintaining a detailed list of pending cases.

10. Answer multiple incoming lines and triage inquiries from external clinicians.

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

UHealth-University of Miami Health System, South Florida's only university-based health system, is dedicated to providing leading-edge patient care supported by groundbreaking research and medical education. Our physicians represent over 100 specialties and sub-specialties, conducting more than one million patient encounters annually. We are committed to excellence in teaching, research, and patient care.

Patient safety is a top priority. During the flu season, the University of Miami Miller School of Medicine requires all employees providing ongoing services to patients to receive an annual influenza vaccination. Non-compliance may result in employment termination.

The University of Miami is an Equal Opportunity Employer. Females, minorities, protected veterans, and individuals with disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on federally protected categories.

Job Status:
Full-time

Employee Type:
Staff

Pay Grade:
H4