Client Services Specialist, Large Animal Reception Area, Veterinary Hospital Operations: College of Veterinary Medicine - UTIA

University of Tennessee•Knoxville, TN

4h•$34,407 - $37,920•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, registers, admits, and discharges patients from the hospital and collects deposits and payments for services. Reconciles daily account activity report with the daily receipts on hand (approximately $11.8m/year). Facilitates communication between clients and hospital personnel. The Veterinary Medical Center is operational 24 hours a day, 7 days per week, and 365 days per year. Occasional weekend, evening, or holiday work may be required of this position.

Requirements

Client Services Specialist 1: 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.
Client Services Specialist 2: Minimum Education: High School Degree or Equivalent Minimum Experience: Must be at least 18 years of age. Minimum 1.5 years of experience in an office or customer service setting.
Client Services Specialist 3: Minimum Education: High School Degree or Equivalent Minimum Experience: Must be at least 18 years of age. Minimum 2 years of experience in an office or other customer service setting.
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.