Customer Service Representative - Veterinary Teaching Hospital

Customer Service Representative - Veterinary Teaching Hospital Job Summary

Under general supervision, the Customer Service Representative will represent the Veterinary Teaching Hospital in all communications with referring veterinarians, clients, faculty, staff, and students. This individual will be responsible for performing complex customer service and clerical duties as they pertain to the needs of the hospital and its clients utilizing caring and optimistic attitudes with quick and adaptable problem-solving skills. This position may assist in the Small Animal Clinic, Large Animal Clinic, and/or South Clinic as needed.

• Greet clients in-person and over the phone in a friendly and helpful manner; determines nature and purpose of inquiry/visit and handles ordirects appropriately.
• Must determine whether the current visit is the patient's initial visitto the clinic; verify the client's credit status with the clinic, andadd new patient fee when appropriate.
• Perform all processes associated with client registration, patientadmissions, and discharge including creating a client account, obtaining patient information and referral documents and receiving payment.
• Obtain/relay information to schedule patient visits, including facilitating appointment reminders in an efficient manner.
• Coordinate communication between clinical care staff and clients or referring veterinarians.
• Enter client and patient data into the medical record, utilizing the Health Information System, updating information when needed.
• Respond to and resolve routine and complex inquiries from clients toprovide or clarify information on clinic services, policies, and procedures.
• Research client inquiries as needed and provide point of contact for quality control concerns. Report customer feedback, identify problems and trends, and suggest resolutions. Refer unresolved customer grievances to designated personnel for further investigation.
• Enter all pertinent client communications into the electronic medical record, detailing inquiries, complaints, and comments, including actions taken.
• Coordinate patient care between the clinic and the services in the Veterinary Teaching Hospital.
• Communicate, verbally and in writing, with referring veterinarians with whom clients/patients are shared.

• Complete and maintain various hospital and University reports.
• Facilitate accounts receivable and billing processes as needed.
• Provide oversight of clinic emails, responding as appropriate.
• Process incoming and outgoing mail.

• Maintain cleanliness of reception area and exam rooms at all times;including cleaning and appropriately disposing of animal waste asneeded.
• Maintain office supplies by communicating needs to supervisor who facilitates ordering.

• Assist with pet supply purchases including, but not limited to, dentalcare, grooming care, food, heartworm, and flea/tick preventatives.
• Retrieve prescriptions and accurately communicate home care instructions to the client as needed.
• Other duties as assigned.

Position Work Schedule

This is primarily a weekend position. However, candidates should also have the flexibility to assist with coverage on other shifts, including evenings, nights, and holidays.

Physical Demands and Working Conditions

Persons allergic to animals, pollen, hay, or straw may experience discomfort in this position. The work is very fast paced and the work environment can be hectic and stressful sons must have the ability to work in the presence of animal waste and fluids. To some extent, unpleasantness may be experienced under such conditions. This position may involve moving bags of food up to 40 lbs from one location to another.

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