Customer Contact Center Representative

University of Minnesota-posted 3 months ago
$24 - $25/Yr
Minneapolis, MN
Educational Services
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The position involves providing excellent customer service as the first point of contact for clients at the Veterinary Medical Center (VMC). Responsibilities include managing electronic medical records, scheduling appointments, ensuring efficient patient care, and maintaining a safe environment. The role also includes mentoring new interns, managing communication, and facilitating consults between clinicians and clients. The position requires a proactive approach to problem-solving and a commitment to maintaining high standards of service and cleanliness.

  • Delights clients by welcoming them to the VMC and provides a caring, reliable and knowledgeable first contact point.
  • Assists with accurate electronic medical record keeping by ensuring all authorization forms are signed and completed records are forwarded to Medical Records for scanning.
  • Schedules appointments and consults across receiving services.
  • Communicates with services to ensure efficient and effective patient care.
  • Ensures that the billing process is initiated in the hospital computer system and all personnel tending to patient are entered on bill order.
  • Creates a safe, secure, and accident-free work environment by ensuring that clients/patients are accompanied by a staff member when unloading and entering clinical areas.
  • Quickly and efficiently identifies distressed clients and escalates to appropriate staff member when necessary.
  • Ensures visitors are registered before entering the clinic, notifying proper personnel of arrival before clients enter clinical area.
  • Follows hospital guidelines for taking scheduling and admitting patients.
  • Gives directions to vendors, clients and visitors.
  • Serves as a mentor to new students/interns during orientation by sharing knowledge of clinical policies and procedures.
  • Maintains VMC cleanliness standards.
  • Maintains accurate record of parking permits distributed and ensures there are enough permits for after-hours needs.
  • Serves internal clients (staff, students and clinicians) by maintaining accurate call/face to face documentation on interactions according to protocol and providing complete and accurate information during every contact.
  • Facilitates consults clinicians and specialty departments.
  • Builds customer relationships by electronically distributing clinic literature.
  • Demonstrates concern for the patient and a readiness to provide service by reliably opening appointment line on time.
  • Facilitates efficient after-hours admission and discharge of patients maintaining a supply of pre-assembled green backs and ensuring notes and supplies are left out for all known admissions/discharges.
  • Coordinates with Facilities Management if building problems arise.
  • Triages incoming calls for a variety of services utilizing internal triage tracking system as appropriate.
  • Schedules Large Animal appointments or transfers call to specialty requested as appropriate.
  • Consistently and accurately documents and communicates referral information to clinician/service in a timely manner.
  • Contacts client in a timely manner to communicate referral instructions and schedule appointment.
  • Coordinates with medical records to ensure that patient medical records have been transferred to the VMC prior to patient coming in.
  • Informs chief clinician via email of all appointments scheduled so they can verify there are no conflicts.
  • Emails new clients with pre-admission information.
  • Facilitates consults between VMC clinicians and referring DVMs or clients.
  • Processes calls by answering questions, taking messages and redirecting incoming calls.
  • Manages Receiving Services email accounts including consult and appointment requests.
  • Distributes incoming faxes appropriately and documents actions in VetView.
  • Ensures that clients understand that payment is due at time of service and other VMC policies as appropriate.
  • Manages Communication responsibilities for receiving services.
  • Coordinates pickup and delivery of Confidential Recycling bins.
  • Answers questions and explains procedures for interns, senior veterinary students, and student technicians.
  • Problem-solves routine and non-routine complex issues.
  • Recognizes, documents, and alerts the supervisor of trends in client calls.
  • Recommends process improvements.
  • Covers Customer Contact Center On-Call/Vacation coverage a minimum of four (4) one week blocks from 7p - 6a (Monday - Sunday).
  • Works a minimum of two holidays per fiscal year.
  • Proactively resolves work related issues.
  • Willingness to cross train and assist in other areas as assigned.
  • Trains, teaches, and orients new student employees and staff.
  • Evaluates daily work in terms of quantity and quality.
  • Acts as an advisor to AMD, supervisors, directors and staff.
  • High School diploma / GED and four (4) years of medical or veterinary office experience or medical appointment scheduling experience.
  • Must have reception experience i.e. high volume telephone and face-to-face meet and greet customer service experience.
  • Must have experience with and be proficient in Microsoft Office programs or similar software.
  • General knowledge of excel spreadsheets.
  • Competitive wages, paid holidays, and generous time off.
  • Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program.
  • Low-cost medical, dental, and pharmacy plans.
  • Healthcare and dependent care flexible spending accounts.
  • University HSA contributions.
  • Disability and employer-paid life insurance.
  • Employee wellbeing program.
  • Excellent retirement plans with employer contribution.
  • Public Service Loan Forgiveness (PSLF) opportunity.
  • Financial counseling services.
  • Employee Assistance Program with eight sessions of counseling at no cost.
  • Employee Transit Pass with free or reduced rates in the Twin Cities metro area.
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