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 Location (Full Address):** 211 Bailey Rd, Rochester, New York, United States of America, 14586 **Opening:** Worker Subtype: Regular Time Type: Full time Scheduled Weekly Hours: 40 Department: 500286 Lab Client Services Work Shift: UR - Day (United States of America) Range: UR URCD 204 H Compensation Range: $19.47 - $25.77 _The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations._ **Responsibilities:** GENERAL PURPOSE: 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. **ESSENTIAL FUNCTIONS** + 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. **MINIMUM EDUCATION & EXPERIENCE** + Associate's degree and 1 year of clinical laboratory or medical experience required + Or equivalent combination of education and experience **LICENSES AND CERTIFICATIONS** + Valid NYS driver’s license upon hire required **EOE Minorities / Females / Protected Veterans / Disabled:** The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations. Notice: If you are a **Current** **Employee,** please **log into myURHR** to search for and apply to jobs using the Jobs Hub. Your application, if submitted using this portal, cannot be moved forward. **Learn. Discover. Heal. Create.** Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better. If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals At the University of Rochester, we commit to diversity, equity, and inclusion and united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.