Customer Service Representative - Veterinary Teaching Hospital

Experience Champaign Urbana; Urbana (IL); On-site; USD 17,000 - 22,000; Full time

Job summary

Experience Champaign Urbana in Illinois is seeking a friendly weekend receptionist to welcome clients, answer phones, and coordinate visits. You will help with client registration, admit and discharge patients, and ensure accurate billing and records are kept up to date.

You will schedule appointments, relay messages to veterinarians, and assist with basic pet care products. The role requires strong communication, multitasking, and a calm demeanor in a fast-paced clinic environment; weekend

Qualifications

• Responsibilities include greeting clients and scheduling visits.
• Manage client registrations and billing processes.
• Coordinate with veterinary staff to support patient care.

Responsibilities

• Greet clients in-person and over the phone in a friendly and helpful manner.
• Handle client inquiries and provide information on clinic services.
• Register clients and admit/discharge patients, including billing.
• Schedule patient visits and send appointment reminders.
• Coordinate communication between clinical staff and clients.
• Enter data into the electronic medical record.
• Assist with pet supplies and prescriptions as needed.
• Work primarily on weekends with flexibility for evenings and holidays.
• Maintain reception areas and process mail and emails.

Skills

Customer service

Communication skills

Multitasking

Job description

Duties Responsibilities Customer Service

• Greet clients in-person and over the phone in a friendly and helpful manner; determines nature and purpose of inquiry/visit and handles or directs appropriately.
• Must determine whether the current visit is the patient's initial visit to the clinic; verify the client's credit status with the clinic, and add new patient fee when appropriate.
• Perform all processes associated with client registration, patient admissions, and discharge including creating a client account, obtaining patient information and referral documents and receiving payment.
• Obtain/relay information to schedule patient visits, including facilitating appointment reminders in an efficient manner.
• Coordinate communication between clinical care staff and clients or referring veterinarians.
• Enter client and patient data into the medical record, utilizing the Health Information System, updating information when needed.
• Respond to and resolve routine and complex inquiries from clients to provide or clarify information on clinic services, policies, and procedures.
• Research client inquiries as needed and provide point of contact for quality control concerns. Report customer feedback, identify problems and trends, and suggest resolutions. Refer unresolved customer grievances to designated personnel for further investigation.
• Enter all pertinent client communications into the electronic medical record, detailing inquiries, complaints, and comments, including actions taken.
• Coordinate patient care between the clinic and the services in the Veterinary Teaching Hospital.
• Communicate, verbally and in writing, with referring veterinarians with whom clients/patients are shared.

Business Processes

• Complete and maintain various hospital and University reports.
• Facilitate accounts receivable and billing processes as needed.
• Provide oversight of clinic emails, responding as appropriate.
• Process incoming and outgoing mail.

Facilities Maintenance

• Maintain cleanliness of reception area and exam rooms at all times; including cleaning and appropriately disposing of animal waste as needed.
• Maintain office supplies by communicating needs to supervisor who facilitates ordering.

Clinical Service Support

• Assist with pet supply purchases including, but not limited to, dental care, grooming care, food, heartworm, and flea/tick preventatives.
• Retrieve prescriptions and accurately communicate home care instructions to the client as needed.
• Other duties as assigned.

Position Work Schedule

This is primarily a weekend position. However, candidates should also have the flexibility to assist with coverage on other shifts, including evenings, nights, and holidays.

Physical Demands and Working Conditions

Persons allergic to animals, pollen, hay, or straw may experience discomfort in this position. The work is very fast paced and the work environment can be hectic and stressful at times. Persons must have the ability to work in the presence of animal waste and fluids. To some extent, unpleasantness may be experienced under such conditions. This position may involve moving bags of food up to 40 lbs from one location to another.