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Customer Rep II, Spec Srvcs, Lab

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University of Rochester

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Location:
United States of America , Rochester

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

19.62 - 26.49 USD / Hour
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Job Description:

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Responsibility:

  • 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
  • Assists with the direction of the daily operations of the department
  • Coordinates the requisition and report processes
  • Directs work flow of Customer Support Representatives based on the status of the call queue
  • Oversees the daily assigned work schedule, including task assignments
  • 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
  • Coordinates the customer requisition process, including design, revision, ordering, delivery and problem resolution
  • Conducts reviews to ensure compliance regulations are met and maintained
  • Oversees printing process of laboratory reports from all areas of URMC Labs, including equipment and software functionality, quality review, packaging, distribution 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

Additional Information:

Job Posted:
March 10, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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