Customer Service Associate III - Small Animal Client Liaison

Job Title

Customer Service Associate III - Small Animal Client Liaison

Agency

Texas A&M University

Department

Vet Med-Teaching Hospital

Proposed Minimum Salary

Commensurate

Job Location

College Station, Texas

Job Type

Staff

Job Description

Our Commitment

Texas A&M University is committed to enriching the learning and working environment by promoting a culture that respects all perspectives, talents & lived experiences.  Embracing varying opinions and perspectives strengthens our core values which are: Respect, Excellence, Leadership, Loyalty, Integrity, and Selfless Service.

Who we are

The Texas A&M School of Veterinary Medicine & Biomedical Sciences (VMBS) is an institution that represents 100 years of growth from a small school of veterinary medicine in 1916 to its present role as a major veterinary educational, medical, and research center. Today, we are one of the largest schools of veterinary medicine in the United States, training nearly 600 Doctor of Veterinary Medicine students each year. We support collaboration and teamwork that turns today's discoveries into proactive solutions for animals, humans, and the environment. Together, we strive to support the goals of the faculty, staff and students in teaching, research and outreach programs.  To learn more, please visit our website https://vetmed.tamu.edu/  

What we want

The Customer Service Associate III, SA Client Liaison is responsible for providing professional, courteous, exceptional customer service while making clients and patients feel comfortable and welcome. Client Liaisons assist in managing client registration, patient flow, educating and updating clients, maintaining the hospital aesthetics, among other customer service focused functions.

What you need to know

Compensation will be commensurate to selected hire’s experience.

Required Education:

• High School graduation or any equivalent combination or education and experience.

Required Experience:

• Five years in general office or clerical work.

Required Knowledge, Skills, and Abilities:

• Working Knowledge of word processing, spreadsheet and/or data entry applications.

• Must possess good public relations skills. Strong financial background (ex: cashier experience, collections of co-pays/deductibles, etc.).

• Active listening and problem solving skills.

• Ability to gather/audit/compare information. Ability to multi-task and work cooperatively with others

Preferred Education:

• Bachelor’s degree.

Preferred Experience:

• Experience in Veterinary or Medical setting.

• Experience entering information in an electronic medical record.

Preferred Licenses and Certifications:

• Hospitality Management Certificate or Customer Service Certificate.

Preferred Knowledge, Skills, and Abilities:

• Bilingual in English and Spanish.

Responsibilities:

• Admissions Duties: Escort client and patient to an exam room after obtaining and recording patient weight in a safe and proper manner. Verify account information with client and/or chart for patient while correctly explaining VMTH policy and procedures in a professional manner (update/correct information if needed). Notify services and appropriate personnel of patient arrival. Document all information in correct systems, databases, etc. Verify all proper forms and treatment approval obtained. Notate any concerns regarding the patient, such as, aggressive behavior so that proper Alerts maintained within the electronic medical records.

• During Patient Visit Duties: Escort clients to lobby once students/interns/residents/faculty have spoken to clients to gather information needed for the exam/treatment/visit. Offer any assistance that may make the visit more comfortable for the client (ex: coffee, directions to local eateries/attractions, etc.). Engage client by offering services such as the EASE application or information regarding the Client Portal. Review information with the client and offer clarification if needed. Assist in collecting proper deposit/payment for services to be rendered while properly explaining the financial policies of the VMTH. Relay any information between the service providers and the client, as needed.

• Discharge Duties: Explain billing invoice and collect payments due and/or provide information regarding alterative options according to the policy and procedures of VMTH. Verify any future needs, such as, return appointments or additional consults. Inform clients of VMTH policies. Audit patient invoices to communicate with services regarding financials and charges. Document all appropriate information in correct systems, databases, etc. Verify with the client that all their questions are answered while reviewing visit summary. Assist the client and patient to the client’s vehicle, if needed. Maintain exam rooms and lobbies by cleaning up any visible fur/hair/etc. from the floors and surfaces and discarding any trash.

• Assist Assigned Service: Work within services/teams to educate students of processes and expectations during rotations, and assist with client interactions as appropriate.

• Client Care/Customer Care: Assist or direct clients/customers to appropriate resource for any issues that may arise during the visit to the SAH.

• Accounting Duties: Count cashier drawers, verify working funds, etc. according to the policy of Texas A&M University System. Perform other duties as assigned.

Instructions to Applicants: Applications received by Texas A&M University must either have all job application data entered or a resume attached. Failure to provide all job application data or a complete resume could result in an invalid submission and a rejected application. We encourage all applicants to upload a resume or use a LinkedIn profile to pre-populate the online application.

All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check.

Equal Opportunity/Affirmative Action/Veterans/Disability Employer.