Customer Service Specialist

Customer Service Specialist Veterinary Teaching Hospital

Perform advanced customer service duties as related to the VTH Client Services for Small Animal Soft Tissue Surgery and Orthopedic Surgery. Responsibilities include assisting services staff, directing telephone calls, preparing medical records, registering and scheduling patients, reconciling charges/accounts, organizing quality customer satisfaction programs, resolving customer complaints, processing payments, and serving as a liaison between the client and the medical staff.

Duties & Responsibilities

CUSTOMER SERVICE:

• Provide detailed estimates to clients
• Facilitate the admission, scheduling and discharging of clients of the VTH
• Provide in person and telephone customer service in a prompt, friendly, knowledgeable, and helpful manner
• Answer telephones and direct calls correctly
• Audit client charges and ensure charge accuracy for client account with regards to patient visits.
• Assist with expediting prescription requests from outside pharmacies
• Serve as the main point of contact for resolution of client issues presented to the customer service staff in regards to surgery patients or surgical appointments
• Audit client survey data, responding to and facilitating resolution of concerns as needed

CLINICAL SERVICE SCHEDULE COORDINATION:

• Manage appointment reminders for clinical service
• Clinical appointment coordination including determining appropriateness of scheduling service, previous appointment history, collating payment and patient record information, and entering data into the Health Information System
• Maintain cancelation/wait list for service
• Create and maintain schedule templates for services in the Health Information System
• Ensure VTH policies and procedures are being followed
• Serve as a liaison between the customer service staff and the VTH Business and Medical Records Offices, in addition to the Health Information System team
• Assist in adding and removing students to service communication platforms

CLIENT EDUCATION:

• Provide client education regarding pre-appointment recommendations and requirements, e.g. withholding food, collecting samples, etc.
• Review discharge instructions with client, providing written and verbal information to relay clinician orders
• Serve as liaison between clinical personnel and client to meet client and service expectations with regards to patient care

OTHER DUTIES:

• Perform other related duties as requested
• Assist with student scheduling as needed

Other Job Expectations

This position requires a great deal of tact and diplomacy. The employee will need to continuously develop new methods and skills for dealing with clients and clinical staff successfully. The effects of this position may be felt directly or indirectly throughout the clinic, college, university and beyond. The position will directly impact clients, clinical staff, medical records staff, accounting staff, and student assigned to cases.

Physical Demands and Working Conditions

No unusual physical requirements exist for this position; however, work is not solely performed in an office setting. Work is very fast-paced and for the most part is hectic and stressful. The incumbent should be prepared for a significant amount of walking daily. Must be able to lift heavy bags of food, which may exceed 40lbs. Persons allergic to animal dander, dust, pollen, hay, etc.,

may experience discomfort in this position.

Minimum Qualifications

1. High school diploma or equivalent.

2. Any one or combination totaling three (3) years (36 months) from the following categories:

• College coursework in business administration, communications, public relations or a closely related field
• Responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

3. One (1) year (12 months) of work experience comparable to that gained as a Customer Service Representative

Preferred Qualifications

Successful completion of a veterinary technology program accredited by the American Veterinary Medical Association (AVMA).

One (1) year (12 months) of experience working in a veterinary practice