Customer Service Representative

5 days ago

Minneapolis, Minnesota, United States University of Minnesota Full time
About the Job

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Contact Center Representative at the University of Minnesota's Veterinary Medical Center. As a key member of our front desk team, you will be responsible for providing exceptional customer service to clients, visitors, and staff, ensuring a positive and welcoming experience for all.

Key Responsibilities
  • Delight clients and visitors by welcoming them to the VMC and providing a caring, reliable, and knowledgeable first contact point.
  • Efficiently and accurately admit patients, ensuring all quality standards are met, including verifying demographics.
  • Assist with accurate electronic medical record keeping, ensuring all authorization forms are signed and completed records are forwarded to Medical Records for scanning.
  • Utilize established protocols for walk-in clients, check-in and admit patients in a timely manner, and ensure the billing process is initiated.
  • Notify proper personnel of the client's arrival following specific guidelines, place required documents in patient medical records, and prepare medical records with appropriate forms.
  • Register visitors as they enter the hospital and notify proper personnel of arrival, assist clients with prescription pick-up and payment, and give directions to vendors, clients, and visitors.
  • Maintain the appearance of the front desk and lobby area according to VMC cleanliness standards, answer incoming calls from within the VMC, and follow hospital guidelines for collecting payments and discharging patients.
  • Ability to problem solve routine issues, facilitate remote admission and discharge of Large Animal clients, and use established protocol for calling in after-hours specialty teams.
  • Follow accounting protocols for processing payments and opening/closing registers, triage incoming Small and Large animal emergency cases, and enter appointments on Large Animal, Small Animal, and West Metro emergency schedule as appropriate.
  • Process scheduling calls based on standards and guidelines for each service, process general information calls by answering questions, taking messages, and redirecting incoming calls, and process appropriate paperwork for new clients.
Requirements
  • High School diploma/GED and two (2) years of customer service experience. Training/education may be substituted for some of the years of experience.
  • Preferred Qualifications: Medical or veterinary office experience or experience with animals.
About the Department

The Veterinary Medical Center has served the community for more than a century, providing advanced, full-service referral care for large and small animals in Minnesota. With specialists available in all areas of medicine and surgery, the VMC sees more than 35,000 cases annually.

Benefits

Working at the University of Minnesota offers a flexible work environment, supportive colleagues, and a comprehensive benefits package, including competitive wages, paid holidays, and generous time off, continuous learning opportunities, low-cost medical, dental, and pharmacy plans, and more.

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