Client Services Representative-18001583

Job description

Job Description

Client Services Representative-18001583

This is a part time position anticipated to work 25 hours per week.

The Foster Hospital for Small Animals is the flagship teaching hospital of the Cummings School, with approximately 34,000 patients seen per year. The hospital provides advanced veterinary care for small animal patients throughout New England. It also serves as the primary clinical training environment for the veterinary students, interns and residents.

The Client Services Representative, reporting to the Hospital Administrator, is an administrative role which is responsible for processing and resolving client concerns in the hospital through talking with stakeholders and clients. The CSR works with the hospital administration, faculty, house officers, technical and client service management on issues of best practices and communication to deliver exceptional client and patient care. Responsibilities include being an administrative resource to the client service function of the hospitals to resolve clients’ complaints and billing disputes in close association with the Associate Medical Directors, faculty section heads and other client service staff. In addition, this position is backup for the timely processing of complaints filed with the Massachusetts Board of Registration, in conjunction with the University’s legal counsel. This position supports other client service functions, using a database of client complaints to meet the needs of Development, accounting and other stakeholders.


Basic Requirements:

Minimum of 5 years of experience in an academic or clinical setting with demonstrated leadership. Basic proficiency in MS Office, especially Excel and email. Excellent organizational and communication skills. Veterinary medical and technical knowledge proficiency. Calm demeanor in emotionally charged situations. High emotional intelligence and influencing skills. Ability to maintain confidentiality. Genuinely enjoys interacting with people. Ability to deliver timely service in a busy, changing work environment. Professional letter-writing skills. Demonstrated ability to problem-solve and gain confidence of colleagues and subordinates; to show empathy and professionalism; to understand complex interpersonal interactions, to identify trends and see opportunities; to be stimulated by difficulties and gain satisfaction from analysis and development of strategy for creative responses. Flexibility with work schedule is needed. Occasional evenings, weekends (Open House event) and vacation coverage.

Preferred Qualifications:

Preference of veterinary background such as veterinary technician. Experience with “Lean” process. Experience with electronic medical records.

Special Work Schedule Requirements:

This position occasionally involves travel to veterinary hospitals, evening or vacation coverage availability +/- some travel.

An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.

Equal Opportunity Employer – minority/females/veterans/disability/sexual orientation/gender identity

Primary Location: United States-Massachusetts-Grafton
Job: Administrative Support
Organization: Foster Hosp - Cummings-Vet
Employee Status: Regular
Schedule: Part-time
Job Posting: Sep 13, 2018, 9:42:16 AM





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Job No:
Posted: 9/14/2018
Application Due: 11/13/2018
Work Type: