Veterinary Customer Services Representative

Auburn University•Auburn, AL

6d•Onsite

About The Position

Are you a superb customer service professional with a passion for animals? Do you enjoy helping veterinary patients and clients? Find satisfaction in contributing to a medical team? Look no further! If you’re ready to be part of something great, come join our incredible team at Auburn University College Of Veterinary Medicine (AUCVM) as we seek a Veterinary Customer Services Representative I/II to perform clerical duties related to veterinary care. Here at the College of Veterinary Medicine, you’ll contribute to a veterinary team by compiling a thorough medical record, processing client-owned animals for admission into & discharge from Auburn University Veterinary Teaching Hospitals and serving as the frontline contact with our clients. Customer service representatives liaison with referring veterinarians, facilitate admission of patients needing emergency medical care and guide clients through the process of deciding which area of the hospital suits their patient’s needs. In this position, you will play a critical role in the medical process and ensure the team has the information they need to make a difference for each patient. This position will primarily be focused within the Vaughan Large Animal Teaching Hospital, with cross-training in the Small Animal Hospital required.

Requirements

High school diploma or GED
2 years of experience in a veterinary, medical office, or hospital setting working with medical records and hospital information systems.
When a candidate has the required education, but lacks the required experience, they may normally apply additional appropriate education toward the experience requirement, at a rate of one (1) year relevant education per year of required experience.

Responsibilities

Welcomes clients to the hospital, registers clients’ animals that are in need of medical attention and verifies client, patient, and referring veterinarian demographics.
Ensures all proper paperwork is completed, gathers records from other veterinary facilities as needed, compiles the physical medical record, and alerts the appropriate clinical personnel of the patient’s arrival.
Appropriately directs clients to areas within the clinic for animal care and continues to ensure client’s visit is successful.
Communicates frequently with the clinical team regarding patient/client needs and expectations.
Receives and screens telephone calls to include scheduling appointments; provides information and assistance to callers and/or visitors regarding clinic and hospital procedures and processes; determines appropriate course of action, referral, or response.
Contacts clients to confirm appointments, providing clients any information or instructions needed prior to their appointment.
Communicates admissions information, fees, discharge date(s), clinic regulations, or other clinic services to clients. Discharges clients in a timely and appropriate manner.
Ensures bill order is complete and has been verified by hospital auditors, ensures all medications have been given to the client.
Addresses any past accounts or financial follow-ups. Confirms client does not have any further clinical questions.
Generates, analyzes, validates, and verifies, financial records in-house as well as prepares, records, and verifies daily deposits and cash reports for Bursar’s office.
Abides by rules and regulations for Veterinary Client Representatives as defined by the American Animal Hospital Association and policies and protocol of the College of Veterinary Medicine and teaching hospitals.