Client Services Specialist

University of Wisconsin Madison•Madison, WI

2d•Onsite

About The Position

Do you enjoy helping people and their pets? Do you like working in an exciting environment, where no two days are the same? Then a place on the client services team at UW Veterinary Care is for you! Join the hospital client services team and experience working with a fantastic group of kind and supportive colleagues in a culture that promotes employee growth and learning.

Requirements

Excellent communicator (both verbal and written)
Ability to multitask
Excellent follow through on tasks/duties
Ability to operate telephone, computer, copy machine and fax machine
Able to sit for long periods of time
Able to stand and walk, and occasionally to carry objects up to 30 pounds
Able to stand in medical record aisles and reach up or down for records, and occasionally to use a step stool to reach high records
High School Diploma Required

Nice To Haves

At least 1 year of phone reception or customer service experience
At least 1 year of experience working with medical records
Background in medical terminology
Strongly prefer advanced customer service skills, problem solving abilities, and attention to detail
Associates Degree Preferred

Responsibilities

Obtains and prepares documents for patient admissions and appointments
Schedules appointments, takes deposit information as needed, maintains service calendars, addresses issues and inquiries, provides clients with information about upcoming appointments and handles appointment cancellations and/or reminders
Receives, submits, and responds to client and referring veterinarian inquiries according to hospital policies and procedures
Logs and distributes incoming correspondence and faxes to appropriate patient accounts and service personnel
Maintains electronic and paper medical records
Curates specialty departments' and individual clinicians' schedules
Provide exceptional customer service to clients, clinicians, and staff of UWVC to optimize communication and patient care
Act as point person for triaging and scheduling for designated service areas
Be a positive, friendly, and reliable team player
Monitor different communication facets, such as Vocera, as well as the message boards, voicemails, and emails for your services areas
Provides day-to-day operational support to medical work unit personnel (30%)
Serves as first point of contact for all incoming calls to UWVC by answering calls in hospital client services (10%)
Prepares documents for patient admissions and appointments (10%)
Greets patients, schedules appointments, maintains calendars, schedules tests, and makes referrals according to instructions (30%)
Receives, submits, and responds to inquiries according to established policies and procedures (10%)
Assesses patient's situation for designated service areas and, based on client interactions, follows hospital protocols to triage calls appropriately (10%)