Customer Service Representative (Overnight) - Veterinary Teaching Hospital

Customer Service Representative (Overnight) - Veterinary Teaching Hospital

Veterinary Teaching Hospital

Job Summary

Duties & Responsibilities

Customer Service
    ◦ Greet clients in-person and over the phone in a friendly and helpful manner; determines nature and purpose of inquiry/visit and handles or directs appropriately.
    ◦ Must determine whether the current visit is the patient's initial visit to the clinic; verify the client's credit status with the clinic, and add new patient fee when appropriate.
    ◦ Perform all processes associated with client registration, patient admissions, 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 to provide 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 with referring veterinarians with whom clients/patients are shared.

Business Processes
    ◦ 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.

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

Clinical Service Support
    ◦ Assist with pet supply purchases including, but not limited to, dental care, 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.

Additional Physical Demands

Minimum Qualifications

1. High school diploma or equivalent.
2. Any one or combination totaling three (3) years (36 months) from the following categories:
   1. College coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent:
      1. 30 semester hours equals one (1) year (12 months)
      2. Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      3. 90 semester hours equals two (2) years (24 months)
      4. Bachelor’s degree (120 semester hours) equals three (3) years (36 months)
   2. Responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

Knowledge, Skills and Abilities

• Knowledge of