Client Services Representative (BLANK AST 2)

Client Services Representative Under general supervision, the Client Service Representative (CSR) provides essential administrative and client-facing support within the Veterinary Medical Teaching Hospital (VMTH). Serving as the primary point of contact for clients, referring veterinarians, clinicians, and students, the CSR delivers compassionate, professional, and efficient service in a fast-paced, 24-hour hospital environment. Responsibilities include scheduling appointments, managing admissions and discharges, maintaining accurate medical records, processing charges and payments, and responding to high-volume, multi-line phone systems. This role floats between the Small Animal Clinic (SAC) and Large Animal Clinic (LAC) as operational needs require and may involve evenings, weekends, or holidays. The CSR plays a critical role in supporting the hospital's teaching mission while ensuring a positive client experience and facilitating high-quality patient care. Qualifications Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position. No license requirement. No minimum education requirement. Reception experience in a veterinary or medical office setting. Experience using multi-line phone systems in a high-volume environment. Demonstrated experience with invoicing, estimates, deposits, and payment processing with a high level of accuracy. Ability to multitask, prioritize, and remain organized in a fast-paced environment. Proven ability to work collaboratively within a team setting. Strong interpersonal communication and customer service skills to interact professionally and effectively with individuals of diverse ages, backgrounds, and perspectives. Ability to communicate clearly in person, by phone, and via email to gather information, resolve concerns, make referrals, and provide assistance in a courteous and positive manner. Preferred Qualifications Knowledge of animal anatomy and medical terminology sufficient to provide general information and make appropriate referrals for both small and large animal services. Knowledge of VMTH policies, procedures, standards, disease processes, and scientific terminology related to admissions, records, and billing. Familiarity with veterinary hospital admissions, medical records, cashiering, and confidentiality requirements. Demonstrated conflict resolution and de-escalation skills. Key Responsibilities 60% - Customer Service, Scheduling, Admissions, Phones and Medical Records 30% - Discharge, Billing, and Cashiering 10% - Training and Mentorship Department Overview The Veterinary Medical Teaching Hospital (VMTH) is a unit that provides medical care for patients on a 24-hour basis. We support the teaching programs throughout the School of Veterinary Medicine which has a primary objective to train professional (veterinary) students, graduate clinical students (interns and residents), and graduate academic students; and to provide veterinary services to the public. Our Client Services team is a critical piece to the hospital to provide an excellent level of customer service for our clients and referring veterinarians. We offer compassionate and empathic support to our clients during their time of need. We have the first interaction with our clients to provide needed information to help their patient needs and to help facilitate the scheduling needs for each client. This position is part of a dedicated team who takes pride in building our client relationship bonds in order for our medical team to provide the best medical care for each patient. Salary or Pay Range: $25.45 - $36.05 /hour (Starting salary will be step 3, $26.58/hr.) Salary Frequency: Hourly Salary Grade: STEPS UC Job Title: BLANK AST 2 UC Job Code: 004723 Number of Positions: 1 Appointment Type: Limited Percentage of Time: 40 % Variable Shift (Work Schedule): To be arranged. Variable hours to include nights, weekends and holidays. Location: Davis, CA Union Representation: Yes - CX-Clerical/Admin Benefits Eligible: Yes This position is 100% on-site Benefits Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page. Physical Demands Standing - Occasional Up to 3 Hours Walking - Occasional Up to 3 Hours Sitting - Frequent 3 to 6 Hours Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours Lifting/Carrying 26-50 lbs - Never 0 Hours Lifting/Carrying over 50 lbs - Never 0 Hours Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours Pushing/Pulling 26-50 lbs - Never 0 Hours Pushing/Pulling over 50 lbs - Never 0 Hours Bending/Stooping - Occasional Up to 3 Hours Squatting/Kneeling - Occasional Up to 3 Hours Twisting - Occasional Up to 3 Hours Climbing (e.g., stairs or ladders) - Occasional Up to 3 Hours Reaching overhead - Occasional Up to 3 Hours Keyboard use/repetitive motion - Frequent 3 to 6 Hours Environmental Demands Chemicals, dust, gases, or fumes - Never 0 Hours Loud noise levels - Never 0 Hours Marked changes in humidity or temperature - Never 0 Hours Microwave/Radiation - Never 0 Hours Operating motor vehicles and/or equipment - Never 0 Hours Extreme Temperatures - Never 0 Hours Uneven Surfaces or Elevations - Never 0 Hours Mental Demands Sustained attention and concentration - Frequent 3 to 6 Hours Complex problem solving/reasoning - Occasional Up to 3 Hours Ability to organize & prioritize - Frequent 3 to 6 Hours Communication skills - Frequent 3 to 6 Hours Numerical skills - Frequent 3 to 6 Hours Constant Interaction - Frequent 3 to 6 Hours Customer/Patient Contact - Frequent 3 to 6 Hours Multiple Concurrent Tasks - Frequent 3 to 6 Hours Work Environment UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space. May require working with or around areas with sick animals, hazardous materials, and/or infectious diseases, and distraught clients. Maintain a working schedule coordinated with team members including variable hours, weekends, holidays and occasional overtime, to provide coverage for a 24-hour/7 day week coverage in client services to meet operational needs. Work variable hours and occasional overtime to meet operational needs. Work in other related areas on an as needed basis. Special Requirements – Please contact your recruiter with questions regarding which activities apply by position This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment The duties or functions of this position include the handling of cash (or cash equivalents) Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer. 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