Client Services Specialist

Universities of Wisconsin•Madison, WI

3d•Onsite

About The Position

Make a Difference for Pets and the People Who Love Them Do you love helping people and thrive in a fast-paced, high-energy environment where no two days are ever the same? At UW Veterinary Care, we don’t just provide world-class medical care for animals—we deliver exceptional experiences for their owners. We are looking for an empathetic, sharp, and reliable customer service professional to join our collaborative Client Services team. If you bring strong phone presence, top-notch problem-solving skills, and a genuine passion for helping others, you’ll find a supportive team, clear opportunities for growth, and a deeply rewarding career here. What You’ll Do As the primary voice and face of our specialty service areas, you will keep our hospital running smoothly and ensure every client feels heard and supported. High-Touch Client Care: Serve as the first point of contact for incoming hospital calls. Answer inquiries, triage patient needs using hospital protocols, and deliver compassionate, top-tier communication to pet parents and referring veterinarians. Scheduling & Operational Support: Manage multi-department and clinician calendars, book complex specialty appointments, handle test requests, and ensure seamless patient flow. Patient Admissions & Records: Gather admission documentation, collect deposits, and meticulously maintain both electronic and paper medical records. Team & Service Coordination: Monitor multi-channel communications (including internal texting via Vocera, message boards, voicemails, and emails) to keep clinical staff, clinicians, and clients seamlessly connected. Schedule: This position is 80% - 100% FTE (32 - 40 hours per week). The anticipated schedule for this vacancy is Monday through Friday, from 8:00 AM to 5:00 PM. Occasional on-call and holiday hours may be required.

Requirements

Minimum of 2 years of robust, high-volume customer service experience (phone-based customer support or medical reception experience highly preferred).
Exceptional verbal and written communication skills with a natural ability to convey empathy over the phone.
Outstanding multitasking ability, sharp attention to detail, and a track record of reliable follow-through.
Ability to operate standard office equipment (telephone, computer, fax/copier).
Comfortable sitting for extended periods as well as standing, walking, bending/reaching for records, and occasionally lifting up to 30 lbs.

Nice To Haves

Experience navigating electronic medical records (EMR) and familiarity with medical terminology.
Advanced conflict-resolution skills and a proactive, problem-solving mindset.

Responsibilities

Assesses patient's situation for designated service areas and, based on client interactions, follows hospital protocols to triage calls appropriately (10%)
Greets patients, schedules appointments, maintains calendars, schedules tests, and makes referrals according to instructions (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%)
Receives, submits, and responds to inquiries according to established policies and procedures (10%)
Provides day-to-day operational support to medical work unit personnel (30%)