Customer Service Specialist

University of Illinois at Urbana-Champaign; Urbana (IL); On-site; USD 68,770,000 - 71,635,000; Full time

Job summary

The University of Illinois Urbana-Champaign's Veterinary Teaching Hospital is seeking a Customer Service Specialist to manage front-desk duties, answer calls, schedule appointments, process payments, and coordinate communications between clients and clinical staff.

This 100% full-time civil service role requires strong organization, accuracy, and the ability to deliver outstanding customer service in a fast-paced veterinary setting; salary ranges from $24 to $25 per hour with comprehensive

Qualifications

• Knowledge of professional business office protocol, clerical procedures, and medical office routines.
• Ability to learn the clinic's medical computer system quickly and use it proficiently.
• Working knowledge of medical and veterinary terminology.

Responsibilities

• Provide detailed estimates to clients.
• Facilitate admission, scheduling and discharge of clients.
• Provide in-person and telephone customer service in a prompt, friendly, knowledgeable manner.
• Answer telephones and direct calls correctly.

Skills

Customer service

Medical terminology

Multi-line telephone systems

Data entry

Credit card verification

Education

College coursework in business administration

Bachelor's degree

Tools

Health Information System

Banner

Credit card verification systems

Job description

Customer Service Specialist

Veterinary Teaching Hospital

Job Summary

Perform advanced customer service duties as related to the VTH Client Services for Small Animal Soft Tissue Surgery and Orthopedic Surgery is responsible for assisting services staff, directing telephone calls, preparing medical records, registering and scheduling patients, reconciling charges/accounts, organizing quality customer satisfaction programs, resolving customer complaints, processing payments, and serving as a liaison between the client and the medical staff.

Duties & Responsibilities

CUSTOMER SERVICE:

• Provide detailed estimates to clients
• Facilitate the admission, scheduling and discharging of clients of the VTH
• Provide in person and telephone customer service in a prompt, friendly, knowledgeable, and helpful manner
• Answer telephones and direct calls correctly
• Audit client charges and ensure charge accuracy for client account with regards to patient visits.
• Assist with expediting prescription requests from outside pharmacies
• Serve as the main point of contact for resolution of client issues presented to the customer service staff in regards to surgery patients or surgical appointments
• Audit client survey data, responding to and facilitating resolution of concerns as needed

CLINICAL SERVICE SCHEDULE COORDINATION:

• Manage appointment reminders for clinical service
• Clinical appointment coordination including determining appropriateness of scheduling service, previous appointment history, collating payment and patient record information, and entering data into the Health Information System
• Maintain cancelation/wait list for service
• Create and maintain schedule templates for services in the Health Information System
• Ensure VTH policies and procedures are being followed
• Serve as a liaison between the customer service staff and the VTH Business and Medical Records Offices, in addition to the Health Information System team
• Assist in adding and removing students to service communication platforms

CLIENT EDUCTATION:

• Provide client education regarding pre-appointment recommendations and requirements, e.g. withholding food, collecting samples, etc.
• Review discharge instructions with client, providing written and verbal information to relay clinician orders
• Serve as liaison between clinical personnel and client to meet client and service expectations with regards to patient care

OTHER DUTIES: 5%

• Perform other related duties as requested
• Assist with student scheduling as needed

Other Job Expectations

This position requires a great deal of tact and diplomacy. The employee will need to continuously develop new methods and skills for dealing with clients and clinical staff successfully. The effects of this position may be felt directly or indirectly throughout the clinic, college, university and beyond. The position will directly impact clients, clinical staff, medical records staff, accounting staff, and student assigned to cases.

Physical Demands and Working Conditions

DIFFICULTY

This position requires a great deal of tact and diplomacy. The employee will need to continuously develop new methods and skills for dealing with clients and clinical staff successfully. The effects of this position may be felt directly or indirectly throughout the clinic, college, university and beyond. The position will directly impact clients, clinical staff, medical records staff, accounting staff, and student assigned to cases.

ENVIRONMENTAL DEMANDS

No unusual physical requirements exist for this position; however, work is not solely performed in an office setting. Work is very fast-paced and for the most part is hectic and stressful. The incumbent should be prepared for a significant amount of walking daily. Must be able to lift heavy bags of food, which may exceed 40lbs.

Persons allergic to animal dander, dust, pollen, hay, etc., may experience discomfort in this position.

Minimum Qualifications

1. High school diploma or equivalent.
2. Any one or combination totaling three (3) years (36 months) from the following categories:
   • A. 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)
   • B. Responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience
3. One (1) year (12 months) of work experience comparable to that gained as a Customer Service Representative

Preferred Qualifications

• Successful completion of a veterinary technology program accredited by the American Veterinary Medical Association (AVMA).
• One (1) year (12 months) of experience working in a veterinary practice

Knowledge, Skills and Abilities

• Extensive knowledge of professional business office protocol, clerical procedures, and medical office routines.
• Ability to learn the clinic's medical computer system quickly and use it proficiently.
• Working knowledge of medical and veterinary terminology.
• Proficiency in operating adding machines, multi-line telephone systems, email, internet applications, Banner, and familiarity with credit card and check verification systems.
• Ability to interact with clients, coworkers, staff, and students in a tactful, sincere, courteous, and professional manner.
• Knowledge of and ability to consistently follow established admitting, scheduling, and telephone protocols in accordance with written and verbal guidelines.
• Strong organizational and multitasking skills, with the ability to manage multiple priorities while ensuring complete follow-through on assigned responsibilities.
• Ability to work independently with minimal daily supervision while maintaining accuracy, efficiency, and excellent customer service.
• Ability to adapt to changing priorities and maintain confidentiality in a fast-paced clinical environment.

Appointment Information

This is a 100% full-time Civil Service 4809 - Customer Service Specialist position, appointed on a 12-month basis. The expected start date is as soon as possible. The budgeted salary range for the position is $24.00 to $25.00 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.

At the University of Illinois Urbana-Champaign - the state's flagship public university and one of the world's leading research institutions - every staff member helps shape what's next. Founded in 1867, Illinois is home to a vibrant community of 59,000 students from all 50 states and 129 countries, supported by 15 colleges and instructional units, more than 20 research institutes, and one of the most comprehensive student service ecosystems in the nation. Whether you're empowering first-generation students, fueling breakthrough innovation, or strengthening communities across Illinois and beyond, your work here has a far-reaching and deeply meaningful impact. The university offers a highly competitive benefits package designed to support your well-being, growth, and financial security. Join a top 10 public university that has launched over 330 startups and continues to redefine excellence - where the Illinois Value Proposition ensures that your contributions are recognized, your potential is nurtured, and your career can thrive.

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. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and 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].