Vet Teaching Hospital Client Relationship Officer

Job Title

Vet Teaching Hospital Client Relationship Officer

Chartered by the state of Georgia in 1785, the University of Georgia is the birthplace of public higher education in America and is the state's flagship university (https://(Use the "Apply for this Job" box below).). The proof is in our more than 240 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report.

The University's main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University's enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly established School of Medicine.

The University of Georgia College of Veterinary Medicine, founded in 1946, is dedicated to training future veterinarians, providing services to animal owners and veterinarians, and conducting investigations to improve the health of animals as well as people. The college benefits pets and their owners, food-producing animals, and wildlife by offering the highest quality hospital and diagnostic laboratory services. Equipped with the most technologically advanced facilities located on a university campus, the college is dedicated to safeguarding public health by studying emerging infectious diseases that affect both animal and human health.

The College of Veterinary Medicine values all members of the university community, recognizing that differences in experience and culture can only lead to a more well-rounded, accepting academic environment as embodied in our Principles of Community (). The College values a commitment to inclusion.

The Client Relationship Officer owns the primary responsibility as the chief investigator of client complaints regarding services, charges and treatment while at the Vet Teaching Hospital (VTH). As the only Veterinary Teaching Hospital in the state of Georgia and with a combined caseload of over 36,000 cases, the VTH serves a wide network of referring DVM's for both small animal and large animal patients.

The Client Relationship Officer is authorized to exercise judgement regarding the path a complaint will go with hospital administration, clinical services, faculty, staff, and support teams to ensure clients are addressed promptly, professionally, and compassionately. This role will triage incoming complaints and inquiries, identifying the appropriate VTH personnel for follow-up and assist in facilitating resolutions that support both client satisfaction and hospital standards of care.

This position is also responsible for developing and maintaining a centralized tracking and reporting system for all client relations concerns and resolutions to help identify trends, recurring service issues, as well as data-driven decisions related to operational improvements and client experience initiatives. The Client Relationship Officer will regularly collaborate with hospital administration to provide reports, trend analysis, recommendations for improvement, and opportunities to enhance overall client satisfaction and communication workflow.

Minimum Qualifications:

Bachelor's degree in a related field or equivalent and 2 years of professional experience.

Preferred Qualifications:

• Experience working in a medical environment assisting clientele with complaints regarding medical charges, services or treatment for satisfied outcomes.
• Proven skills in resolving escalated conflict.

• Demonstrate exceptional communication, written and verbal.
• Possess resiliency in dealing with conflict resolution.
• Strong organizational skills to maintain a revolving calendar of follow up contact on email form, set calls or meetings.
• Demonstrate critical thinking skills, as well as the ability to be professional and confidential while managing sensitive situations.
• Possesses confidence and decision making skills that exude professionalism, empathy and wisdom in escalated situations.
• Knowledge of healthcare operations, veterinary medicine, quality assurance, customer relations, or hospital administration.

• Ability to travel throughout a large building to meet with staff or veterinarians.
• Capable of lifting 30 lbs. unassisted.
• Work within an environment with potential exposure to zoonological diseases and has high levels of animal sounds and bodily fluids that need disposal.

Retirement Plan: TRS or ORP.

Benefits Eligibility:
Benefits Eligible.

Employment Type:

Employee.

FLSA:
Exempt.

Full/Part time:
Full Time.

Work Schedule:

General business hours of Mon-Friday, 8a-5p, with need for…