Customer Service Associate I - Small Animal Client Liaison

Texas A&M University System•College Station, TX

19h•$16

About The Position

Join the Texas A&M Small Animal Teaching Hospital as a Customer Service Associate I - Small Animal Client Liaison! As a Customer Service Associate I, you’ll play a crucial role in creating a warm and welcoming environment at the Texas A&M Small Animal Hospital. In this role, you will be responsible for patient flow from arrival to the treatment area while providing professional, courteous, and exceptional customer service and making clients and patients feel comfortable and welcome. You will assist in managing client registration, educating and updating clients, maintaining the hospital aesthetics, among other customer focused functions. If you’re organized, friendly, and excited to make a positive impact, we want to hear from you! Opportunities to Contribute First Impressions: As the first point of contact, you set the tone for the client's experience, making them feel welcomed, valued, and supported from the moment they enter the hospital. Client Satisfaction: Providing excellent customer service ensures concerns and questions are addressed promptly and accurately. Team Collaboration: Work closely with a supportive team of veterinary professionals, contributing to a positive and collaborative work environment.

Requirements

High School Diploma or equivalent combination of education and experience
Two years in general office or clerical work
Ability to work in fast paced environment around frightened, painful patients
Must possess good public relations skills, ability to actively listen, and problem-solve
Ability to gather/audit/compare information
Ability to multi-task and work cooperatively with others
Working knowledge of word processing, spreadsheet, and/or date entry applications

Nice To Haves

Hospitality Management Certificate or Customer Service Certificate
Experience in Veterinary or Medical setting
Experience entering information in an electronic medical record

Responsibilities

Assist Specialty Service: Escort patients to treatment areas and update staff on key info (complaint, weight, code status).
Maintain treatment board and return personal items to owners.
Ensure consent forms and rDVM records are scanned into the medical record.
Monitor service communications (email/fax), answer phones, and schedule appointments.
Document patient weight, print necessary paperwork, and transport patients as needed.
Set client expectations and assist with client-service interactions.
Educate students on procedures and audit invoices during hospital stay.
Admission: Welcome clients/patients, ensure clean exam rooms, and record patient weight.
Verify and update client/patient information and explain hospital policies.
Notify services of arrivals and document all relevant info.
Ensure all forms and approvals are completed and alerts are noted.
During Patient Visit: Escort clients, offer items to make visit more comfortable such as coffee, etc, and promote tools like EASE or Client Portal.
Clarify visit details and collect deposits/payments while explaining financial policies.
Relay information between clients and service providers.
Discharge: Review invoices, collect payments, and confirm follow-up needs.
Ensure all client questions are answered and assist to vehicles if needed.
Clean exam rooms/lobbies and coordinate with housekeeping as needed.
Client Care/Customer Care: Assists or directs clients/customers to appropriate resource for any issues that may arise during the visit to the SAH.
Communicates with in-house counsel to assist clients and staff.

Benefits

Amenities associated with a major university, such as sporting and cultural events, state-of-the-art recreation facilities, the Bush Library and Museum, and much more await you.
Experience all that a big city has to offer but with a reasonable cost-of-living and no long commutes.
Medical, prescription drug, dental, vision, life and AD&D, flexible spending accounts, and long-term disability insurance with Texas A&M contributing to employee health and basic life premiums
12-15 days of annual paid holidays
Up to eight hours of paid sick leave and at least eight hours of paid vacation each month
Automatic enrollment in the Teacher Retirement System of Texas
Health and Wellness: Free exercise programs and release time
Professional Development: All employees have access to free LinkedIn Learning training, webinars, and limited financial support to attend conferences, workshops, and more
Educational release time and tuition assistance for completing a degree while a Texas A&M employee
Living Well, a program at Texas A&M that has been built by employees, for employees