Customer Service Representative - Veterinary Teaching Hospital
University of Illinois

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 oriented with ability to think clearly and complete tasks in a busy work environment.
• Ability to multi-task as well as provide complete follow through.
• Ability to work with minimal supervision and frequent interruptions on a daily basis.
• Ability to continue to develop new methods and skills for dealing with clients and clinical staff successfully.
• Working knowledge of medical and veterinary terminology.
• Knowledge of operating computers, phones, email, internet, faxing, credit card verification.
• Ability to perform basic math accurately.

Appointment Information

This is a 100% full-time Civil Service 4808 - Customer Service Representative position, appointed on a 12-month basis. The expected start date is as soon as possible. The collective bargaining agreement sets a wage of $38,555.40. Final salary offered will be determined by a thorough assessment of available market data, internal salary equity, candidate experience and qualifications, collective bargaining agreements, and budget constraints. Sponsorship for work authorization is not available for this position.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx .

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (Central Time) on October 9, 2024. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact Emily Rolson (eaprice@illinois.edu). For questions regarding the application process, please contact 217-333-2137.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify .

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal , or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu .

Requisition ID: 1026899
Job Category: Administrative Support
Apply at: https://jobs.illinois.edu

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