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. This position ends 10 months from date of hire with the possibility of extension.

Qualifications

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position:

• No minimum education required.
• 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.

Want to be part of the most innovative veterinary team in the country? We are looking for a Client Services Representative to work alongside our world leading faculty clinicians and technicians, helping them teach the next generation of veterinarians while also serving the animals and pet owners of our community. As part of the top ranked UC Davis Veterinary Medical Teaching Hospital team, our limited client service representatives are provided the following benefits:

• Personal Leave
• Vacation earn (3) three weeks per year!
• 14 paid Holidays annually
• Sick Leave eligible to earn up to 8 hours per month (no maximum)
• Compensation
• Competitive pay
• Shift Differentials
• Position Information
• Salary or Pay Range: $25.45 - $36.05 /hour (Starting salary will be step 3, $25.76/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): Hours to be arranged. To include nights, weekends and holidays.
• Location: Davis, CA
• Union Representation: Yes - CX-Clerical/Admin Benefits Eligible: No

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) - Never 0 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 - Occasional Up to 3 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