Customer Service Associate III - Small Animal Client Services

Job Title

Customer Service Associate III - Small Animal Client Services

Agency

Texas A&M University

Department

Vet Med-Teaching Hospital

Proposed Minimum Salary

$13.01 hourly

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 & identities.  Embracing varying opinions and perspectives strengthens our core values which are: Respect, Excellence, Leadership, Loyalty, Integrity, and Selfless Service.

Who we are

The Small Animal Hospital is dedicated to the total well-being and care of a pet throughout its lifetime. We are a part of the Vet Med Teaching Hospital (VMTH) at Texas A&M University with a team of dedicated, caring veterinary medical professionals!  http://vethospital.tamu.edu/small-animal-hospital

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. If the description sounds interesting to you, we invite you to apply to be considered for this opportunity.

What you need to know

Essential Personnel: This position is considered crucial when the University declares an emergency, campus closure, class cancellations, etc., and are therefore required to report to work and remain on duty unless or until relieved by their direct supervisor. 

COVID-19 information:  Texas A&M University monitors local, state and federally mandated health guidelines to keep students, employees, prospective employees, and visitors as safe as possible. For the latest information regarding Texas A&M’s COVID-19 response, please visit the University’s COVID-19 website . For COVID-19 employment-related information, please visit the Division of Human Resources and Organizational Effectiveness’ COVID-19 website .

As a Healthcare facility, The Veterinary Medical Teaching Hospital COVID-19 guidelines may vary from those located on the Division of Human Resources and Organizational Effectiveness’ website.

Required Education and Experience:

• High School graduation or any equivalent combination or education and 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

Other Requirements or Factors:

• Ability to work around animals, dust, or hay

• Ability to work alternative shifts, holidays, weekends, and on-call duty

• Ability to move heavy loads and stand for long periods

Preferred Education and Experience:

• Bachelor’s degree

• 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. Performs other duties as assigned.

Instructions to Applicants: Applications received by Texas A&M University should either have all job application data entered or a resume attached. Failure to complete the application or 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 committed to diversity.