Client Services Specialist

University of Wisconsin-Madison; Madison (WI); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Pension plan

Paid leave

Shoe allowance

Apparel

Referral bonuses

Continuing education support

Job summary

University of Wisconsin-Madison seeks a Customer Service professional for UW Veterinary Care, Client Services. You’ll be the first contact for pet owners and refer veterinarians, handling calls with empathy and clear communication.

You’ll schedule complex appointments, manage calendars, gather admission documents, and maintain records while supporting clinical staff to ensure smooth patient flow.

Qualifications

• Minimum 2 years of high-volume customer service experience.
• Strong verbal and written communication with empathy.
• Ability to multitask and follow through reliably.
• Experience operating standard office equipment.
• Familiarity with EMR systems preferred.

Responsibilities

• Serve as first point of contact for hospital calls and triage needs.
• Schedule appointments and manage multi-department calendars.
• Collect admissions data and maintain medical records.
• Coordinate communications across teams and clients.
• Provide day-to-day operational support to the unit.

Skills

Customer service

Phone support

Empathy

Multitasking

Office equipment

Education

High School Diploma

Associates Degree

Tools

EMR systems

Office software

Job description

Current Employees: If you are currently employed at any of the Universities of Wisconsin, log in to Workday to apply through the internal application process.

Job Category:

University Staff

Employment Type:

Regular

Job Profile:

Medical Office Assistant

Job Summary:

Make a Difference for Pets and the People Who Love Them Do you love helping people and thrive in a fast-paced, high-energy environment where no two days are ever the same? At UW Veterinary Care, we don't just provide world-class medical care for animals—we deliver exceptional experiences for their owners. We are looking for an empathetic, sharp, and reliable customer service professional to join our collaborative Client Services team. If you bring strong phone presence, top-notch problem-solving skills, and a genuine passion for helping others, you'll find a supportive team, clear opportunities for growth, and a deeply rewarding career here.

What You'll Do

• High-Touch Client Care: Serve as the first point of contact for incoming hospital calls. Answer inquiries, triage patient needs using hospital protocols, and deliver compassionate, top-tier communication to pet parents and referring veterinarians.
• Scheduling & Operational Support: Manage multi-department and clinician calendars, book complex specialty appointments, handle test requests, and ensure seamless patient flow.
• Patient Admissions & Records: Gather admission documentation, collect deposits, and meticulously maintain both electronic and paper medical records.
• Team & Service Coordination: Monitor multi-channel communications (including internal texting via Vocera, message boards, voicemails, and emails) to keep clinical staff, clinicians, and clients seamlessly connected.

Schedule:

This position is 80% - 100% FTE (32 - 40 hours per week). The anticipated schedule for this vacancy is Monday through Friday, from 8:00 AM to 5:00 PM. Occasional on-call and holiday hours may be required.

Key Job Responsibilities:

• Assesses patient's situation for designated service areas and, based on client interactions, follows hospital protocols to triage calls appropriately (10%)
• Greets patients, schedules appointments, maintains calendars, schedules tests, and makes referrals according to instructions (30%)
• Serves as first point of contact for all incoming calls to UWVC by answering calls in hospital client services (10%)
• Prepares documents for patient admissions and appointments (10%)
• Receives, submits, and responds to inquiries according to established policies and procedures (10%)
• Provides day-to-day operational support to medical work unit personnel (30%)

Department:

School of Veterinary Medicine

UW Veterinary Care (UWVC) Hospital

Client Services

Compensation:

The starting hourly rate for the position is $20.00 (but is negotiable based on experience and qualifications).

Why Join UW Veterinary Care?

• Generous Compensation & Benefits: Outstanding health/dental insurance, WRS pension plan, and ample paid leave.
• Perks That Count: Annual shoe allowance, yearly hospital-branded apparel, and employee referral bonuses.
• Growth & Learning: Financial support for continuing education and professional development.
• Badger Pride & World-Class Community: Be part of the University of Wisconsin-Madison-a world-renowned public research university. You'll enjoy the energy, stability, and pride that comes with being a UW Badger, working alongside passionate colleagues who care deeply about our community and its pets.

Required Qualifications:

• Minimum of 2 years of robust, high-volume customer service experience (phone-based customer support or medical reception experience highly preferred).
• Exceptional verbal and written communication skills with a natural ability to convey empathy over the phone.
• Outstanding multitasking ability, sharp attention to detail, and a track record of reliable follow-through.
• Ability to operate standard office equipment (telephone, computer, fax/copier).
• Comfortable sitting for extended periods as well as standing, walking, bending/reaching for records, and occasionally lifting up to 30 lbs.

Preferred Qualifications:

• Experience navigating electronic medical records (EMR) and familiarity with medical terminology.
• Advanced conflict-resolution skills and a proactive, problem-solving mindset.

Education:

High School Diploma Required

Associates Degree Preferred

Contact Information:

Hiring Manager: Meenu Verma, Associate Director, [e-mail]

Human Resources Support: Anne Kaldunski, HR Coordinator, [e-mail]

Current Universities of Wisconsin Employees: Please log into Workday to apply through the internal application process.

Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

The University of Wisconsin-Madison is an Equal Opportunity Employer.

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence by acknowledging skills and expertise from all backgrounds and encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, visit the Human Resources Workplace Poster website.

To request a disability or pregnancy-related accommodation for any step in the hiring process (e.g., application, interview, pre-employment testing, etc.), please contact the Divisional Disability Representative (DDR) in the division you are applying to. Please make your request as soon as possible to help the university respond most effectively to you.

Employment may require a criminal background check. It may also require your references to answer questions regarding misconduct, including sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.