Customer Service Representative - Veterinary Teaching Hospital

University of Illinois Urbana-Champaign; Urbana (IL); On-site; USD 39,000 - 47,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Retirement plan

Paid time Off

Tuition waivers

Job summary

The Veterinary Teaching Hospital at the University of Illinois Urbana-Champaign is seeking a Customer Service Representative. This role supports client relations, admissions, scheduling, and billing, with duties across multiple clinic areas.

Strong communication, data entry, and organizational skills are essential. Eligibility includes a 100% full-time Civil Service position with an hourly wage of $21.401, starting as soon as possible with annual review.

Qualifications

• High school diploma or equivalent.
• Three years of related experience in customer service/office administration or healthcare administration.
• Knowledge of general care of companion animals and vet terminology.

Responsibilities

• Greet clients in-person and over the phone in a friendly and helpful manner; determine inquiry/visit type and direct appropriately.
• Register clients, admit patients, discharge, create client accounts, obtain information and collect payments.
• Schedule patient visits and send appointment reminders.
• Coordinate communication between clinical staff and clients or referring veterinarians.
• Enter client/patient data into the medical record using the Health Information System.
• Respond to inquiries and resolve issues about clinic services, policies, and procedures.
• Document inquiries and actions in the EMR and report feedback to appropriate contacts.
• Coordinate patient care between the clinic and hospital services.
• Communicate with referring veterinarians regarding shared clients/patients.
• Maintain reception area and assist with clinic operations and billing processes.
• This is primarily a weekend-focused position with some flexibility for evenings/nights/holidays.

Skills

Customer service

Communication

Multi-tasking

Attention to detail

Self-motivation

Administrative tasks

Vet terminology

Office tech

Math skills

Data entry

Computer literacy

Education

High school diploma or equivalent

Tools

Health Information System

Job description

Veterinary Teaching Hospital

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.

Veterinary Teaching Hospital

Job Summary

Under general supervision, the Customer Service Representative will represent the Veterinary Teaching Hospital in all communications with referring veterinarians, clients, faculty, staff, and students. This individual will be responsible for performing complex customer service and clerical duties as they pertain to the needs of the hospital and its clients utilizing caring and optimistic attitudes with quick and adaptable problem-solving skills. This position may assist in the Small Animal Clinic, Large Animal Clinic, and/or South Clinic as needed.

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.

Minimum Qualifications

• High school diploma or equivalent
• Any one or combination totaling three (3) years (36 months) from the following categories:
  • College coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent:
    • 30 semester hours equals one (1) year (12 months)
    • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
    • 90 semester hours equals two (2) years (24 months)
    • Bachelor’s degree (120 semester hours) equals three (3) years (36 months)
  • Responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

Knowledge, Skills and Abilities

• Knowledge of general care of companion species of animals (dogs, cats, birds, exotics).
• Working knowledge of professional business office processes, clerical procedures, and medical office routines.
• Skilled in customer service and the ability to work well with others.
• Detail oriented with ability to think clearly and complete tasks in a busy work environment.
• Ability to multi-task as well as provide complete follow through.
• Ability to work with minimal supervision and frequent interruptions on a daily basis.
• Ability to continue to develop new methods and skills for dealing with clients and clinical staff successfully.
• Working knowledge of medical and veterinary terminology.
• Knowledge of operating computers, phones, email, internet, faxing, credit card verification.
• Ability to perform basic math accurately.

Appointment Information

This is a 100% full-time Civil Service 4808 - Customer Service Representative position, appointed on a 12-month basis. The expected start date is as soon as possible. The collective bargaining agreement sets an hourly wage of $21.401 per hour. Final salary offered will be determined by a thorough assessment of available market data, internal salary equity, candidate experience and qualifications, collective bargaining agreements, and budget constraints. This position is not eligible for any type of sponsorship for work authorization.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx .

Applications must be received by 6:00 pm (Central Time) on September 29, 2026.

In order to be considered as a transfer candidate, you must apply for this position.

Applications not submitted through https://jobs.illinois.edu will not be considered.

If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment.

For further information about this specific position, please contact Emily Rolson at [e-mail].

For questions regarding the application process, please contact 217-333-2137.

Champaign-Urbana

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position; however, all employment decisions will be made by a person.

This position is intended to be eligible for benefits.

• Health
• Dental
• Vision
• Life Insurance
• Retirement Plan
• Paid time Off
• Tuition waivers for employees and dependents

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify .

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. Requests may be submitted through the reasonable accommodation portal , or by contacting the Office for Access & Equity at 217-333-0885, option #1, or [e-mail] .