Lab Cust Supt-Trainer

Rochester, NY



Under the supervision of the Customer Support Supervisor and with the ability to work independently, oversees and/or directly provides call center and customer services department support for staff training and competency, written procedures and Quality Assurance metrics. Enhances the service level of the call center and customer services department by providing staff development and both departmental and individualized operational training. Provides daily technical expertise, encouragement, and feedback to staff.


Under supervision of Customer Support Supervisor




Standard office equipment such as multi-feature telephone, PC, copier, printer, fax machine, and the like. Software systems such as Laboratory Information System (LIS), Hospital Information System (HIS), and various customer services software applications.


  1. Prepares and monitors departmental Quality Assurance statistics such as wait time, abandonment rate, and productivity measures in order to continuously assess the quality of customer services. Responsible for specific recommendations regarding the improvement of these QA metrics. Together with the Customer Support Supervisor and Lead, serves as a member of the Customer Support QA improvement team. (30%)

  2. Trains and mentors new and existing staff. Works directly with new staff to ensure full training while assessing readiness for independent work. Provides training for all staff on new/revised policies/procedures. Designs mechanisms for competency measurement and continuously measures levels of compliance. (20%)

  3. Provides input and recommendations to the Customer Support Supervisor in the preparation, implementation, maintenance of policies and procedures. (20%)

  4. Continually assesses work processes and makes suggestions to supervisor for improved work methods and ways to increase efficiency, reduce costs, and solve operational problems. (15%)

  5. Works with Supervisor to plan for and accomplish departmental and organizational goals. Promotes and supports a positive team environment within the department, and possesses exemplary customer service skills. (5%)

  6. Performs duties of Customer Support Reps or Customer Support Specialized Services Reps as needed, including rotating shifts, weekends and holidays as assigned. (5%)

  7. Serves as higher level resource for clients on technical questions/concerns or product/service information. (3%)

  8. Other duties and projects as assigned. (2%)


  1. Ability to assess staff performance and effectiveness of procedures, and recommend/implement improvements.

  2. Ability to work well and lead in a team environment.

  3. Ability to interact effectively and professionally with co-workers and customers.

  4. Advanced computer and organizational skills.


  1. Adheres to all departmental and organizational policies and procedures.

  2. Demonstrates all aspects of Strong Commitment


Associate’s degree with 3-4 years clinical laboratory or medical experience, including 1-2 years of supervisory or demonstrated leadership experience; or an equivalent combination of education and experience. Customer Service experience preferred. Familiarity with PC’s and software applications. Valid NYS driver’s license required.

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.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Location: Strong Memorial Hospital
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 008

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