Customer Service Associate I – Small Animal Hospital, Soft Tissue

Job Title

Customer Service Associate I – Small Animal Hospital, Soft Tissue

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 

Are you passionate about providing exceptional service and supporting a dedicated team of veterinary professionals? As a Customer Service Associate I, you’ll play a crucial role in creating a warm and welcoming environment at the Small Animal Hospital while providing professional and exceptional service. In this role, you will help direct patient flow, assist with client registration, educate and update clients, maintain hospital aesthetics, and more. If you’re friendly, customer-focused, and excited to make a positive impact, we want to hear from you!

Minimum Qualifications

• High School Diploma or equivalent combination of education and experience

• Two years in general office or clerical work

Persons in this position should work well in a fast-paced environment with frightened patients. They should have strong customer service, active listening, and problem-solving skills. Proficiency in word processing, spreadsheets, and data entry are essential.

A well-qualified candidate for this position will also possess a Bachelor's degree, and a certificate in hospitality and/or service. Experience in a veterinary/medical setting, in addition to experience inputting information in an electronic medical record, is preferred. Bilingual in English and Spanish is a plus.

Some of the Responsibilities Include:

• Assist Specialty Service: Ensure efficient patient flow and client interactions by escorting patients to treatment areas, updating staff on patient details, and managing treatment boards. Return personal property to owners, handle consent forms, monitor rDVM communications, transport patients, and document patient weight and print emergency drug sheet. Orient and set expectations with the client, answer phone/direct calls and schedule appointments, and audit invoices during patient's stay. Educate students of processes and expectations during rotations.

• Admission/Discharge Duties: Welcome client and patient to the hospital and ensure exam room is prepared for arrival. Escort clients and patients to exam room after obtaining/recording patient weight, verify account information with client and correctly explain VMTH policy/procedure. Notify appropriate personnel of patient arrival, document information in correct systems, verify all proper forms/approvals are obtained. Explain billing and collect payment, verify any future needs, audit invoices to communicate with services and front desk staff, verify with client that all questions are answered, and maintain exam rooms and lobbies.

• During Patient Visit: Escort clients to lobby to gather information needed, offer assistance that may make visit more comfortable, engage client by offering services, reviews information with client and offers clarification if needed, assist in collecting payment while properly explaining financial policies, and relay any information between service providers and clients.

• Client Care: Assist or direct clients to appropriate resource for any issues that may arise during their visit and communicate with in-house counsel to assist clients and staff.

What you need to know

Salary: Starting at $15.85/hour.

Schedule: This position may require the flexibility to work alternate shifts, holidays, weekends, and/or on-call duty.

Please Note: Persons in this position are considered