Client Service Representative

Cornell University; Town of Ithaca (NY); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

3 weeks paid vacation

13 holiday days with floating holidays

Cornell benefits program including_

Tuition assistance and educational)

Job summary

Cornell University Hospital for Animals (CUHA) seeks a Client Service Representative to join the team in Ithaca, NY. This on-site role focuses on delivering an exceptional in-person client experience across CAH Admissions, Discharge, ENFAH front office and related CUHA services.

The position requires a high school or associate degree plus 2–4 years of customer service, strong communication, ability to stay calm in emergencies, multitask, and basic computer skills including Microsoft Office and

Qualifications

• High School or associate degree and 2–4 years of customer service experience.
• Excellent customer service skills and professional communication.
• Ability to stay calm in emergencies and show compassion.
• Ability to multitask in a busy environment with minimal supervision.
• Basic computer skills and willingness to learn EMR software.

Responsibilities

• Greet clients, collect and enter information, answer calls, and notify services of arrivals.
• Assist with schedule review, answer client questions, and explain CUHA policies.
• Facilitate visits, coordinate client–staff communications for a smooth experience.
• Prepare and audit invoices, process payments, deposits and refunds.
• Maintain a balanced cash drawer and manage cash control.
• Verify that home instructions are emailed to referring veterinarians and clients.
• Receive cross-training in Admission and Discharge tasks as needed.

Skills

Excellent customer service

Verbal communication

Calm under pressure

Multitasking

Team collaboration

Adaptability

Technical literacy

Education

High School or Associate degree

Tools

Microsoft Office

ezyVet

Job description

The Cornell University College of Veterinary Medicine seeks a Client Service Representative to join the team at the Cornell University Hospital for Animals (CUHA). This position is focused on the in-person client experience. Client Service Representatives are expected to be outgoing, welcoming, enthusiastic, and empathetic team players who are adaptable and move to areas throughout the client service organization. This includes the Companion Animal Hospital (CAH) Admissions office, CAH Discharge office, Equine & Nemo Farm Animal Hospital (ENFAH) front office and CUHA Out of Hours office.

The Job Responsibilities Include, But Are Not Limited To

• Greet clients and visitors promptly and courteously, gather and enter patient/client information, answer a multi-line phone system, notify clinical services of client’s arrival, and use good sound judgment when handling emergency situations relaying pertinent information as necessary.
• Review the current day schedule and update incomplete information. Assist students and other clinical support staff with client questions. Be knowledgeable and familiar with CUHA policies and procedures and be able to explain and provide clarification as needed.
• Responsible for facilitating clients’ visits, directing communications with clients during their visit, and acting as a liaison between the client and staff to ensure the visit goes smoothly
• Prepare and audit invoices, processing final payments, refunds, collecting & posting deposits for hospitalized patients.
• Maintain a balanced cash drawer, paying close attention to cash control and potential loss exposure.
• Verify home instructions have been emailed to referring veterinarians and clients after discharge.
• Client Service Representatives will be trained in both Admission and Discharge performing the functions based on the client’s immediate need.

Required Qualifications

• A High School or associate’s degree in a relevant field of study and 2-4 years of relevant customer service experience is required.
• Must possess excellent customer service skills.
• Be able to effectively and professionally communicate verbally with coworkers, doctors, students, and clients, and handle interactions with grace.
• Ability to maintain calm demeanor during emergency situations and demonstrate sincere compassion.
• Ability to work efficiently in a busy environment and proactively identify tasks required to ensure optimum client care and hospital organization.
• Must be able to multitask and to quickly change priorities and solve problems in a fast-paced environment while maintaining a positive attitude.
• Must be able to work within a diverse team and perform with minimum supervision.
• Have basic computer and technical skills including familiarity with Microsoft Office and the ability to learn electronic medical record system (ezyVet)and other software programs.

Preferred Qualifications

• Experience in a high-volume call operation handling multiple phone lines.
• Previous experience in a veterinary, human medical, or social service-related office preferred.
• Knowledge of veterinary and/or human medical terminology, medical records systems, and billing systems.
• Exceptional Client Service Awards and/or other acknowledgement.
• Certifications in leadership development and/or client service areas.

Important Details About The Position

• This is an onsite position located in Ithaca, NY.
• We are unable to provide Visa sponsorship, now or in the future, for this position.

This position is scheduled to work Monday, Wednesday, Thursday, and Friday from 7:15am - 3:45pm and Sundays from 7:30am - 4:00pm.

While the expected schedule is detailed above, flexibility in the role is required. The specific schedule may change to meet the needs of the business, requiring employees to work early mornings, evenings, weekends and University holidays and scheduled breaks.

What We Offer

Great benefits! Cornell receives national recognition as an award-winning workplace for our health, wellbeing, and sustainability.

• 3 weeks of paid vacation
• 13 additional holiday days with 2 additional floating holidays to be used at your discretion.
• An award-winning employer provided benefits program
  • Comprehensive health care options
  • Access to wellness programs
  • Employee discounts with local and national retail brands
  • Generous retirement contributions
  • Impressive educational benefits include tuition-free Extramural Study and Employee Degree Program, Tuition Aid for external education, and Cornell Children's Tuition Assistance program
• Follow this link for more information: https://hr.cornell.edu/understand-your-benefits

Employees are expected to meet all of the Cornell University Staff Skills for Success, which are essential for individual and organizational success.

Who We Are

Cornell University Hospital for Animals (CUHA) provides leadership in patient care, education, clinical investigation and scientific innovation. As part of an all-encompassing customer service team, the Client Experience Coordinator will excel in communication management and will collaborate with other Client Experience Coordinators for Scheduling and Records Management, members of the broader customer service team, other hospital staff, and students.

University Job Title

Administrative Asst III

Job Family

Administration

Level

C

Pay Rate Type

Hourly

Pay Range

$24.30 - $26.15

Remote Option Availability

Onsite

Company

Contract College

Contact Name

Gabriel Gonzalez

Contact Email

[e-mail]

Non-Union Positions

Noted Pay Ranges Reflect The Potential Pay Opportunity For Each Job Profile. The Hiring Rate Of Pay For The Successful Candidate Will Be Determined Considering The Following Criteria

• Prior relevant work or industry experience
• Education level to the extent education is relevant to the position
• Unique applicable skills
• Academic Discipline

To learn more about Cornell’s non-union staff job titles and pay ranges, see Career Navigator.

Union Positions

The hiring rate of pay for the successful candidate will be determined in accordance with the rates in the respective collective bargaining agreement. To learn more about Cornell’s union wages, see Union Pay Rates.

EEO Statement

Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of “... any person ... any study.” No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual’s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds. We hire based on merit,