Client Service Representative

Cornell University; Town of Ithaca (NY); On-site; USD 42,000 - 54,000; Full time

Job summary

Cornell University seeks a friendly Client Service Representative for CUHA to enhance the in-person client experience. You will greet clients, manage schedules, collect payments, and coordinate with veterinary staff to ensure smooth visits.

The role requires strong customer service, multitasking, calm demeanor in emergencies, and proficiency with Microsoft Office and ezyVet. Prior veterinary or medical office experience is a plus.

Qualifications

• Strong customer service skills and professional communication.
• Ability to multitask in a busy, fast-paced veterinary hospital setting.
• Comfort handling emergencies with calm and compassion.

Responsibilities

• Greet clients, collect info, answer calls and relay arrivals to clinical staff.
• Assist with scheduling and answer client questions; explain CUHA policies.
• Coordinate visits and act as liaison between clients and staff.
• Prepare and audit invoices; process payments, refunds, deposits.
• Maintain a balanced cash drawer and monitor cash handling.
• Verify home discharge instructions are emailed to vets and clients.
• Cross-train in Admission and Discharge to meet daily needs.

Skills

Customer service

Communication

Multitasking

Calm under pressure

Team player

Problem solving

Education

High School diploma 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