Veterinary Customer Services Representative (Overnight)

Auburn University; Auburn (AL); On-site; USD 31,000 - 44,000; Full time

Job summary

Join a dynamic team at a prestigious veterinary teaching hospital as a Veterinary Customer Services Representative (Overnight). This role is perfect for night owls who are passionate about providing exceptional customer service to veterinary patients and clients. You will play a crucial role in the emergency veterinary team, handling clerical duties, managing patient records, and ensuring smooth communication between clients and clinical staff. Embrace the opportunity to work in a fast-paced environment, where your contributions will directly impact the care of animals in need. If you thrive on helping others and enjoy a challenging yet rewarding atmosphere, this position is for you.

Qualifications

• High School diploma required; experience in veterinary or medical settings preferred.
• Strong communication and customer service skills are essential.

Responsibilities

• Clerical duties related to veterinary care and treatment.
• Welcomes clients, processes invoices, and directs calls.

Skills

Customer Service

Communication Skills

Stress Management

Critical Thinking

Education

High School Diploma or Equivalent

Tools

Hospital Information Systems

Job description

Veterinary Customer Services Representative (Overnight)

Effective July 1, 2024, Auburn University will fully comply with the modifications made to the Fair Labor Standards Act’s minimum salary threshold for overtime pay. As a result of these changes, some positions which are currently designated as exempt will be re-designated as non-exempt. For more information on these changes, visit here.

Effective October 1, 2024, Non-Faculty pay ranges will be updated to align with Auburn's fiscal year. Please note that the new ranges will reflect a slight increase.

Employment with Auburn University is contingent upon the satisfactory completion of a background check.

Position Details

Position Information

Requisition Number: S4245P
Home Org Name: Clinical Sciences
Division Name: College of Veterinary Medicine
Position Title: Veterinary Customer Services Representative (Overnight)
Job Class Code: AA79 (A-B)
Appointment Status: Full-time Part-time
FTE: Limited Term No
Limited Term Length: N/A

Job Summary: Are you a top-notch customer service professional? A night owl with a passion for helping veterinary patients and clients? We have got the job for you! Come join our incredible team at AUCVM as we seek a Veterinary Customer Services Representative (Overnight) to perform clerical duties related to veterinary care. You’ll work the overnight shift to provide support to an emergency veterinary team, patients & clients all while earning a premium shift differential for your time! By compiling a thorough medical record, you will play a critical role in the medical process and ensure the team has the information they need to make a difference for each patient.

This is an exclusively overnight position within a veterinary teaching hospital during emergency hours. The schedule rotates with variable shift lengths and work week durations and includes weekend and holiday shifts. Work hours are typically between 4:00 pm – 7:00 am with some variation. Shift differential is provided.

The Veterinary Customer Services Representative is responsible for clerical duties related to veterinary care and treatment, processes invoices and payments, directs incoming phone calls, and provides support to the veterinary team. The position also processes clients’ animals for admission into and discharge out of Auburn University Veterinary Teaching Hospitals.

Essential Functions:

• Welcomes clients to the hospital, registers clients’ animals that are in need of medical attention and verifies client, patient, and referring veterinarian demographics.
• Ensures all proper paperwork is completed, gathers records from other veterinary facilities as needed, compiles the physical medical record, and alerts the appropriate clinical personnel of the patient’s arrival.
• Communicates frequently with the clinical team regarding patient/client needs and expectations.
• Appropriately directs clients to areas within the clinic for animal care and continues to ensure client’s visit is successful.
• Receives and screens telephone calls; provides information and assistance to callers and/or visitors regarding clinic and hospital procedures and processes; determines appropriate course of action, referral, or response.
• Communicates admissions information, fees, discharge date(s), clinic regulations, or other clinic services to clients.
• Discharges clients in a timely and appropriate manner. Addresses any past accounts or financial follow-ups. Confirms client does not have any further clinical questions.
• May assist clinicians with patient examinations, simple treatments, and recording patient data under direct supervision when needed.
• Abides by rules and regulations for Veterinary Client Representatives as defined by the American Animal Hospital Association and policies and protocol of the College of Veterinary Medicine and teaching hospitals.
• May assist in cleaning and disinfecting common lobby spaces.

Minimum Qualifications

Depending on the combination of education and experience, the selected finalist will be hired as a Veterinary Customer Services Rep and assigned level I or II.

Level I: Requires a High school diploma or equivalent.
Level II: Requires a High school diploma or equivalent plus 2 years of experience in a veterinary, medical office, or hospital setting working with medical records and hospital information systems. Experience must include at least 2 years at the preceding level or equivalent within Auburn University.

Substitutions allowed for Experience: When a candidate has the required education, but lacks the required experience, they may normally apply additional appropriate education toward the experience requirement, at a rate of one (1) year relevant education per year of required experience.

Desired Qualifications

• Experience in a veterinary referral practice, medical office, or hospital setting working with medical records and hospital information systems preferred.
• Excellent written and interpersonal communication skills, including public speaking skills and customer service skills.
• Excellent stress management and critical thinking skills.

Salary Range

$31,200 - $43,090

EEO Statement

AUBURN UNIVERSITY IS AN AFFIRMATIVE ACTION / EQUAL OPPORTUNITY EMPLOYER. It is our policy to provide equal employment and education opportunities for all individuals without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, gender expression, pregnancy, age, disability, protected veteran status, genetic information, or any other classification protected by applicable law.