Client Services Specialist, Veterinary Hospital Operations: College of Veterinary Medicine

Client Services Specialist, Veterinary Hospital Operations

College of Veterinary Medicine

The University of Tennessee, College of Veterinary Medicine, invites applications for the position of Client Services Specialist. Under the general direction of the Client Services Manager, this position registers, admits, and discharges patients from the hospital and collects deposits and payments for services. Reconciles daily account activity report with the daily receipts on hand (approximately $11.8m/year). Facilitates communication between clients and hospital personnel.

Qualifications:

Typical Responsibilities:

• Greet clients, admit and discharge patients. Collect deposits and payments for services.
• Verify client, animal, referring veterinarian, primary veterinarian, and insurance information is correct when client checks in for appointment.
• Facilitate communication between clients and specialty services to obtain patient status and progress reports for clients
• Perform front line triage and assessment of patients arriving for appointments to detect and respond to emergent/urgent cases as per standard operating procedures.
• Schedule appointments at time of patient discharge 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.
• Initiate medical record for new patients and prepare paperwork for appointments
• Obtain medical charts and prepare paperwork for upcoming appointments
• Field client complaints and refer them to appropriate party for follow-up
• Maintain confidential client and patient information
• Assist clients with understanding financial policy and finding solution to financial challenges
• Provide maps, directions, and accommodation information to clients
• Provide backup coverage for other reception areas, when needed
• Make recommendations concerning process and procedure improvements for area
• Maintain appearance of reception and waiting areas
• Communicate as needed with other functional areas regarding matters related to the legal medical record, release of information, appointment visit issues, billing and financial issues. Provide secondary support for all of these functions on occasions when their offices are closed.
• Console clients during times of grief, anxiety, uncertainty, and anger.
• Facilitate client comfortability
• Other front desk duties, as required
• Perform reconciliation daily for payments received to meet the standards of UT financial policy and the Office of Audit and Compliance

Minimum Qualifications:

• High school diploma or equivalent.
• Must be at least 18 years of age.
• Minimum one year of experience in an office or other customer service setting.

Preferred Qualifications:

• Experience in veterinary or human medical office or hospital or high-end customer service setting.

The Veterinary Medical Center is operational 24 hours a day, 7 days per week, and 365 days per year. Occasional weekend, evening, or holiday work may be required of this position.