Client Services Specialist I - Veterinary Hospital Administration

Knoxville, TN
Apr 08, 2021
Employment Type
Full Time
Institution Type
Four-Year Institution
Client Service Specialist I - Veterinary Hospital Administration

Regular Full-time, Market Range 03

The College of Veterinary Medicine invites applicants for a vacant Client Services Specialist I position in Hospital Operations.  Under the general direction of the Manager of Client Services, this position is responsible for ensuring that incoming calls to the Large Animal Hospitals are answered, triaged, and referred in a timely manner and according to Veterinary Medical Center (VMC) protocols. Position registers, admits, and discharges patients from the hospital and collects payments for services. Reconciles the daily account activity report with the daily receipts on hand. Will help cover the LACS reception desk on some holidays on a rotating basis.

Typical Responsibilities:
• Answer incoming phone calls and triage them to determine if call is urgent/emergent or not and refer according to standard operating procedures
• Facilitate communication between the Veterinary Medical Center and veterinarians and clients to answer questions, obtain consultations, and make referrals.
• Assess the information provided by the caller and determine the best course of action based on the callers need using critical thinking skills and standard operating procedures.
• May take reasonable steps outside of standard operating procedures, when necessary, to assist callers with emergent needs.
• Collect changes in contact information for daily exceptions and faculty/staff availability and disseminates information and updates to others within the VMC.
• Greet clients, admit, and discharge patients and collect payment for services.
• Facilitate communication between clients, callers, and ER team for hospitalized patients to obtain updates and progress reports
• Schedule appointments in accordance to each service’s standard operating procedures. Consult with clinicians and/or technicians for appointment needs that fall outside of standard operating procedures.  
• Review Daily Estimate Report to ensure deposits, and estimates are current.  Notify attending clinicians when discrepancies occur. Contact client, when requested, to request additional payment for despite on services. Maintain copy of Daily Estimate Report spreadsheet for files.
• Initiate medical record for new patients and prepare charts for appointments for all patients
• Perform reconciliation daily for payments received to meet the standards of UT financial policy and the Office of Audit and Compliance
• Provide maps, directions, and accommodation information to clients
• Provide backup coverage for other reception areas, when needed
• Other front desk duties, as required

Minimum Qualifications:
High school diploma or equivalent
Must be at least 18 years of age
One year of experience in an office or other customer-service setting

Preferred Qualifications:
Minimum 6-12 months experience in veterinary or human medical office or hospital 
Minimum 6-12 months experience in high-end customer service environment
Familiarity with horses and/or farm animals

Knowledge, Skills, and Abilities Needed:
Critical thinking and problem solving skills. Organizational and multi-tasking skills.  Ability to triage incoming cases and calls to determine potential emergent cases and respond appropriately.  Leadership and communication skills. Intermediate computer skills. Ability to communicate effectively with a diverse population and throughout all levels of the hospital.  Ability to identify and anticipate needs of the clients and clinicians to ensure a high level of client care. Ability to work with others in a respectful and cooperative manner. Ability to work under stressful or demanding conditions. Ability to maintain professional demeanor, behavior and appearance. Problem resolution and negotiation skills. Ability to operate computer, fax machine, credit card terminals, and adding machine. Money handling skills. Exceptional customer service skills. Ability to maintain confidentiality. Ability to follow instructions and standard operating procedures. Able to work with minimum supervision.

Job: Other Admin Asst/Secr/Clerical
Primary Location: US-Tennessee-Knoxville
Organization: Veterinary Hospital Administration
Schedule: Full-time
Job Posting: Apr 7, 2021, 8:41:30 PM

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