Client Services Specialist, Second Shift, SACS, Veterinary Hospital Operations - UTIA

Client Services Specialist

The University of Tennessee, College of Veterinary Medicine, invites applications for the position of Client Services Specialist. Under the general direction of the Client Services manager, registers, admits, and discharges patients from the hospital and collects deposits and payments for services. Reconciles daily account activity report with the daily receipts on hand (approximately $11.8m/year). Facilitates communication between clients and hospital personnel.

The Veterinary Medical Center is operational 24 hours a day, 7 days per week, and 365 days per year. Occasional weekend, evening, or holiday work may be required of this position.

Responsibilities

• Greet clients, admit and discharge patients. Collect deposits and payments for services.
• Verify client, animal, referring veterinarian, primary veterinarian, and insurance information is correct when client checks in for appointment.
• Facilitate communication between clients and specialty services to obtain patient status and progress reports for clients
• Perform front line triage and assessment of patients arriving for appointments to detect and respond to emergent/urgent cases as per standard operating procedures.
• Schedule appointments at time of patient discharge in accordance to each service's standard operating procedures. Consult with clinicians and/or technicians for appointment needs that fall outside of standard operating procedures.
• Initiate medical record for new patients and prepare paperwork for appointments
• Obtain medical charts and prepare paperwork for upcoming appointments
• Field client complaints and refer them to appropriate party for follow-up
• Maintain confidential client and patient information
• Assist clients with understanding financial policy and finding solution to financial challenges
• Provide maps, directions, and accommodation information to clients
• Provide backup coverage for other reception areas, when needed
• Make recommendations concerning process and procedure improvements for area
• Maintain appearance of reception and waiting areas
• Communicate as needed with other functional areas regarding matters related to the legal medical record, release of information, appointment visit issues, billing and financial issues. Provide secondary support for all of these functions on occasions when their offices are closed.
• Console clients during times of grief, anxiety, uncertainty, and anger.
• Facilitate client comfortability
• Other front desk duties, as required
• Perform reconciliation daily for payments received to meet the standards of UT financial policy and the Office of Audit and Compliance.

Qualifications

Depending on the experience and qualifications of the successful candidate, position will begin as a Client Services Specialist 1, 2, or 3.

Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment-based visa status.

Client Services Specialist 1

Minimum Education:

High school degree or equivalent

Minimum Experience:

Must be at least 18 years of age

Minimum 1 year of experience in an office or other customer service setting

Preferred Experience:

Experience in veterinary or human medical office or hospital or high-end customer service environment.

Minimum Knowledge Skills and Abilities:

Exceptional customer service skills

Critical thinking and problem-solving skills

Organizational and multi-tasking skills

Ability to triage incoming cases and calls to determine potential emergent cases and respond appropriately

Leadership and communication skills

Intermediate computer skills

Money handling skills

Ability to communicate effectively with a diverse population

Ability to identify and anticipate needs of the clients and clinicians to ensure a high level of client care

Ability to work with others in a respectful and cooperative manner

Ability to work under stressful or demanding conditions

Ability to maintain professional demeanor

Ability to maintain confidentiality

Ability to follow instructions and standard operating procedures

Ability to work with limited supervision

Client Services Specialist 2

Minimum Education:

High school degree or equivalent

Minimum Experience:

Must be at least 18 years of age

Minimum 1.5 year of experience in an office or other customer service setting

Preferred Experience:

Experience in veterinary or human medical office or hospital or high-end customer service environment.

Minimum Knowledge Skills and Abilities:

Exceptional customer service skills

Critical thinking and problem-solving skills

Organizational and multi-tasking skills

Ability to triage incoming cases and calls to determine potential emergent cases and respond appropriately

Leadership and communication skills

Intermediate computer skills

Money handling skills

Ability to communicate effectively with a diverse population

Ability to identify and anticipate needs of the clients and clinicians to ensure a high level of client care

Ability to work with others in a respectful and cooperative manner

Ability to work under stressful or demanding conditions

Ability to maintain professional demeanor

Ability to maintain confidentiality

Ability to follow instructions and standard operating procedures

Ability to work with limited supervision

Client Services Specialist 3

Minimum Education:

High school degree or equivalent

Minimum Experience:

Must be at least 18 years of age

Minimum 2 year of experience in an office or other customer service setting

Preferred Experience:

Experience in veterinary or human medical office or hospital or high-end customer service environment.

Minimum Knowledge Skills and Abilities:

Exceptional customer service skills

Critical thinking and problem-solving skills

Organizational and multi-tasking skills

Ability to triage incoming cases and calls to determine potential emergent cases and respond appropriately

Leadership and communication skills

Intermediate computer skills

Money handling skills

Ability to communicate effectively with a diverse population

Ability to identify and anticipate needs of the clients and clinicians to ensure a high level of client care

Ability to work with others in a respectful and cooperative manner

Ability to work under stressful or demanding conditions

Ability to maintain professional demeanor

Ability to maintain confidentiality

Ability to follow instructions and standard operating procedures

Ability to work with limited supervision

Work Location:

Knoxville, Tennessee

On-Site

Compensation and Benefits:

• UT market range: 04
• Anticipated hiring range: $34,406.94-$37,920.48
• Find more information on the UT Market Range structure here
• Find more information on UT Benefits here

Application Instructions

To express interest, please submit an application with the noted below attachments.

• Resume
• Cover Letter
• List of 3 Professional References

About The College

The UT College of Veterinary Medicine (UTCVM), located in Knoxville, was established by an act of the Tennessee Legislature in 1974 and is part of the University of Tennessee Institute of Agriculture.

UTCVM is one of 33 veterinary colleges in the United States and provides opportunities for Tennessee students while serving pet owners and the livestock industry as well as protecting public health, enhancing medical knowledge and generating economic benefits to the state and nation.