Customer Service Associate I - Small Animal Client Liaison

Job Title

Customer Service Associate I - Small Animal Client Liaison

Agency

Texas A&M University

Department

Vet Med-Teaching Hospital

Proposed Minimum Salary

$15.85 hourly

Job Location

College Station, Texas

Job Type

Staff

Job Description

Glimpse of the Job 

Join the Texas A&M Small Animal Teaching Hospital as a Customer Service Associate I - Small Animal Client Liaison! As a Customer Service Associate I, you’ll play a crucial role in creating a warm and welcoming environment at the Texas A&M Small Animal Hospital. In this role, you will be responsible for patient flow from arrival to the treatment area while providing professional, courteous, and exceptional customer service and making clients and patients feel comfortable and welcome. You will assist in managing client registration, educating and updating clients, maintaining the hospital aesthetics, among other customer focused functions. If you’re organized, friendly, and excited to make a positive impact, we want to hear from you!

Opportunities to Contribute 

• First Impressions: As the first point of contact, you set the tone for the client's experience, making them feel welcomed, valued, and supported from the moment they enter the hospital.

• Client Satisfaction: Providing excellent customer service ensures concerns and questions are addressed promptly and accurately.

• Team Collaboration: Work closely with a supportive team of veterinary professionals, contributing to a positive and collaborative work environment.

Minimum Qualifications

• High School Diploma or equivalent combination of education and experience

• Two years in general office or clerical work

• Ability to work in fast paced environment around frightened, painful patients

• Must possess good public relations skills, ability to actively listen, and problem-solve

• Ability to gather/audit/compare information

• Ability to multi-task and work cooperatively with others

• Working knowledge of word processing, spreadsheet, and/or date entry applications

A well-qualified candidate for this position will also possess:

• Bachelor’s Degree

• Hospitality Management Certificate or Customer Service Certificate

• Experience in Veterinary or Medical setting

• Experience entering information in an electronic medical record

• Bilingual in English and Spanish

Some of the Responsibilities Include:

• Assist Specialty Service: Escort patients to treatment areas and update staff on key info (complaint, weight, code status). Maintain treatment board and return personal items to owners. Ensure consent forms and rDVM records are scanned into the medical record. Monitor service communications (email/fax), answer phones, and schedule appointments. Document patient weight, print necessary paperwork, and transport patients as needed. Set client expectations and assist with client-service interactions. Educate students on procedures and audit invoices during hospital stay.

• Admission: Welcome clients/patients, ensure clean exam rooms, and record patient weight. Verify and update client/patient information and explain hospital policies. Notify services of arrivals and document all relevant info. Ensure all forms and approvals are completed and alerts are noted.

• During Patient Visit: Escort clients, offer items to make visit more comfortable such as coffee, etc, and promote tools like EASE or Client Portal. Clarify visit details and collect deposits/payments while explaining financial policies. Relay information between clients and service providers.

• Discharge: Review invoices, collect payments, and confirm follow-up needs. Ensure all client questions are answered and ass