Customer Contact Center Representative

Job Overview Days/Hours: Monday to Friday, 1:30pm to 10:00pm This position is responsible for providing excellent client service and compassionate, professional handling of a variety of client interaction. Staff in this role, put clients first in everything they do by communicating clearly, respectfully, and professionally with internal and external clients. This includes asking questions, seeking feedback, explaining ideas or policies, actively listening, using proper discretion, anticipating and meeting service needs, and using proper etiquette when communicating face to face, by telephone, or in writing. Customer Contact Center Representatives greet and admit all clients and patients at the front desks of the Veterinary Medical Center, including the Lewis Small Animal Hospital, Piper Equine Hospital, and Large Animal Hospital, as well as schedule appointments and aid clients via phone and email. CCCR's answer questions and respond to client needs/requests, seek solutions to client/patient concerns, and reduce client anxiety whenever possible by troubleshooting issues related to Customer Contact Center duties, service failures, and other problems including identifying and resolving the problem, making effective decisions, and escalating issues when appropriate. CCCR's interact effectively with others and actively participate as committed, collaborative team members. CCCR's act as proud ambassadors of the Veterinary Medical Center (VMC) and University of Minnesota by supporting their mission, vision, and values. All efforts are directed to the "common good". This includes remaining calm in difficult situations, assisting coworkers, sharing information, listening to and involving others, objectively considering others' ideas and opinions, and interacting effectively with people from varied and diverse backgrounds. CCCR's take personal responsibility in work each day to help VMC achieve its objectives by ensuring work activities are completed thoroughly, accurately, efficiently, and in a timely manner, ensuring quality standards are met, and continuously looking for ways to improve client service. All of these efforts help the VMC survive in a competitive environment. Job Duties Front Desk & Call Center (Lewis Small Animal Hospital, Piper Equine Hospital, and Large Animal Hospital) Delight clients and visitors by welcoming them to the VMC and provide a caring, reliable, and knowledgeable first contact point. Efficiently and accurately check‑in / admit patients ensuring all quality standards are met and established protocols are followed, including verifying rDVM, client, and patient demographics, and ensuring the billing process is initiated. Assist with accurate electronic medical record keeping by ensuring all authorization forms are updated, signed and completed; follow service guidelines to ensure that records are correctly downloaded, saved, scanned, and/or forwarded to internal services and staff. Utilize established protocols for walk‑in clients seeking Emergency/Critical Care and Urgent Care services, or those who may be seeking other services and information. Notify proper personnel of the client/patient's arrival, following specific guidelines. Give parking permits to all appropriate clients. Place required documents in patient medical records. Prepare medical records with appropriate forms for the service the patient is seeing. Register visitors as they enter the hospital and notify proper personnel of arrival. Assist clients with prescription pick‑up and payment, including initiating contact with Pharmacy and After Hours Dispensary staff. Give directions to vendors, clients and visitors. Maintain appearance of front desk and lobby areas according to VMC cleanliness, health, and safety standards. Help to maintain service/department schedules. Answer incoming calls from within the VMC (staff, students, clinicians calling the front desks or call center). Follow hospital guidelines for collecting payments and discharging patients. Problem solve routine issues and elevate issues as needed/appropriate. Facilitate in‑person and remote admission, visitation, and discharge of Large Animal Hospital patients. Use established protocol for calling in after‑hours staff, including specialty teams, Customer Contact Center staff, The Raptor Center, and the Veterinary Diagnostic Lab. Follow accounting protocols for processing payments and deposits, opening/closing registers, and handling cash. Triage incoming small and large animal emergency cases; utilize internal triage tracking system as appropriate. Enter emergent and urgent appointments and consults on schedules for the Lewis Small Animal Hospital, Large Animal Hospital, and West Metro Equine Practice as appropriate; notify client of emergency processes, including reading required scripts. Process scheduling requests via phone and email based on standards and guidelines for each service. Process general information calls and emails by answering questions, taking messages, and redirecting incoming inquiries as appropriate. Process appropriate paperwork for new and existing clients. Answer questions and explain procedures for interns, senior veterinary students, and student technicians. Act as liaison between clients, referring clinics, and clinicians. Recognize, document, and alert supervisors of trends in client calls, emails, or faxes. Facilitate shadow experiences for new and existing staff within the VMC. Ability and willingness to cross train and assist in other areas as assigned. Other duties as assigned. Knowledge, Skills, and Abilities Requires close supervision. Keen attention to detail. Strong interpersonal skills (is courteous, respectful, trustworthy, and has a strong work ethic). Must possess a teaching and service orientation, as well as a positive attitude. Using resources wisely, including supplies, downtime, and computers/internet. Being available and approachable to their team and others. Communicating (speak/listen/respond) in a respectful, positive, and timely manner to clients, staff, coworkers, and supervisors. Ability to quickly and efficiently identify distressed clients/patients and elevate to appropriate staff member / supervisor when necessary. Looking for and supporting quality improvement, including recognizing, documenting, and alerting the supervisor of customer service trends. Ability to effectively multi‑task and reprioritize to meet job expectations. Supporting the mission and values of the VMC and displaying organizational citizenship behavior. Required to cover Customer Contact Center on‑call/overnight vacation coverage approximately 22 days per fiscal year. Required to work a minimum of two holidays per fiscal year. Work Environment This work is generally performed at the University of Minnesota, College of Veterinary Medicine, and at the Veterinary Medical Center. This work environment may include exposure to noise, bright/low lighting, temperature variations, animal bodily fluids and waste, and allergens such as mold, dust, hay and animal hair and dander. Qualifications Required Qualifications High School diploma / GED and two (2) years of clerical office experience or medical appointment scheduling experience. Veterinary or medical training/education may be substituted for some of the years of experience. Must have reception experience i.e. high volume telephone and face‑to‑face meet and greet customer service experience. Must have experience with and be proficient in Microsoft Office programs or similar software. General knowledge of the Google platform, including Gmail. Experience and comfort working with animals. Preferred Qualifications Veterinary call center, front desk, or admissions experience. Customer service orientation, outstanding interpersonal skills, and problem solving skills. Experience working effectively in a fast‑paced environment, including the ability to multi‑task and reprioritize tasks to meet job expectations and service goals. Willingness and ability to cross train and assist in other client areas as assigned. Physical Requirements Stand, walk, and sit. Push and pull. Use hands to finger, hold, handle or feel animals or objects, tools or controls. Reach with hands and arms. Restrain animals with both hands and arms. Balance, stoop, kneel, crouch or crawl. Talk or hear. Taste or smell. Occasionally lift and/or move up to 25 pounds without assistance, and occasionally lift and/or move over 25 pounds with assistance. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Pay and Benefits Pay Range: $23.93 - $24.86/hr (depending on education/qualifications/experience) Time Appointment: 100% Appointment Position Type: Civil‑Service & Non‑Faculty Labor Represented Staff Competitive wages, paid holidays, and generous time off Continuous learning opportunities through professional training and degree‑seeking programs supported by the Regents Tuition Benefit Program Low‑cost medical, dental, and pharmacy plans Healthcare and dependent care flexible spending accounts University HSA contributions Disability and employer‑paid life insurance Employee wellbeing program Excellent retirement plans with employer contribution Public Service Loan Forgiveness (PSLF) opportunity Financial counseling services Employee Assistance Program with eight sessions of counseling at no cost Employee Transit Pass with free or reduced rates in the Twin Cities metro area While our salary ranges provide a framework, it is important to note that most of the time, the initial pay may not reach the maximum of the range. This approach ensures that compensation reflects the value and unique contributions of each candidate while maintaining equity within our organization. As part of our commitment to fair and equitable compensation, please be aware that the salary offered to incoming candidates will be based on their individual credentials and experience. Employment Requirements Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment. Diversity The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds. The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. #J-18808-Ljbffr