Client Services Specialist, Large Animal Reception Area, Veterinary Hospital Operations: UTIA

University of Tennessee•Knoxville, TN

28d•Onsite

About The Position

The University of Tennessee, College of Veterinary Medicine, invites applications for the position of Client Services Specialist. Under the general direction of the Client Services manager, this role is responsible for registering, admitting, and discharging patients from the hospital, and collecting deposits and payments for services. The position also reconciles daily account activity reports with daily receipts, facilitating communication between clients and hospital personnel. The Veterinary Medical Center operates 24/7, 365 days a year, and may require occasional weekend, evening, or holiday work.

Requirements

Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment-based visa status.
Minimum Education: High School Degree or Equivalent
Minimum Experience: Must be at least 18 years of age.
Minimum 1 year of experience in an office or other customer service setting (for Client Services Specialist 1).
Minimum 1.5 years of experience in an office or other customer service setting (for Client Services Specialist 2).
Minimum 2 years of experience in an office or other customer service setting (for Client Services Specialist 3).
Exceptional customer service skills
Critical thinking and problem-solving skills
Organizational and multi-tasking skills
Ability to triage incoming cases and calls to determine potential emergent cases and respond appropriately
Leadership and communication skills
Intermediate computer skills
Money handling skills
Ability to communicate effectively with a diverse population
Ability to identify and anticipate needs of the clients and clinicians to ensure a high level of client care
Ability to work with others in a respectful and cooperative manner
Ability to work under stressful or demanding conditions
Ability to maintain professional demeanor
Ability to maintain confidentiality
Ability to follow instructions and standard operating procedures
Ability to work with limited supervision

Nice To Haves

Experience in veterinary or human medical office or hospital or high-end customer service environment.

Responsibilities

Greet clients, admit and discharge patients.
Collect deposits and payments for services.
Verify client, animal, referring veterinarian, primary veterinarian, and insurance information is correct when client checks in for appointment.
Facilitate communication between clients and specialty services to obtain patient status and progress reports for clients.
Perform front line triage and assessment of patients arriving for appointments to detect and respond to emergent/urgent cases as per standard operating procedures.
Schedule appointments at time of patient discharge in accordance to each service’s standard operating procedures.
Consult with clinicians and/or technicians for appointment needs that fall outside of standard operating procedures.
Initiate medical record for new patients and prepare paperwork for appointments.
Obtain medical charts and prepare paperwork for upcoming appointments.
Field client complaints and refer them to appropriate party for follow-up.
Maintain confidential client and patient information.
Assist clients with understanding financial policy and finding solution to financial challenges.
Provide maps, directions, and accommodation information to clients.
Provide backup coverage for other reception areas, when needed.
Make recommendations concerning process and procedure improvements for area.
Maintain appearance of reception and waiting areas.
Communicate as needed with other functional areas regarding matters related to the legal medical record, release of information, appointment visit issues, billing and financial issues.
Provide secondary support for all of these functions on occasions when their offices are closed.
Console clients during times of grief, anxiety, uncertainty, and anger.
Facilitate client comfortability.
Other front desk duties, as required.
Perform reconciliation daily for payments received to meet the standards of UT financial policy and the Office of Audit and Compliance.