Customer Service Representative – Veterinary Teaching Hospital – 1026899-6689 in Urbana, Illinois

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https://illinoisjoblink.illinois.gov/jobs/12229887 Customer Service
Representative – Veterinary Teaching Hospital

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.

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, verbally and in writing, 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

Work is performed in a shared office/reception space. The work schedule
may involve non-standard work hours which may include evenings, nights,
weekends, and/or holidays.

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 at times. Persons 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.

Minimum Qualifications

1. High school diploma or equivalent.

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

A. college coursework in business administration, communications, public
relations or a closely related field as measured by the following
conversion table or its proportional equivalent:

? 30 semester hours equals one (1) year (12 months)

? Associate’s Degree (60 semester hours) equals eighteen months (18
months)

? 90 semester hours equals two (2) years (24 months)

? Bachelor’s degree (120 semester hours) equals three (3) years (36
months)

B. 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 general care of companion species of animals (dogs, cats,
birds, exotics).

Working knowledge of professional business office processes, clerical
procedures, and medical office routines.

Skilled in customer service and the ability to work well with others.

Detail