Client Service Representative - CUHA

The Cornell University College of Veterinary Medicine seeks a Client Service Representative to join the team at the Cornell University Hospital for Animals (CUHA). This position is focused on the in-person client experience. Client Service Representatives are expected to be outgoing, welcoming, enthusiastic, and empathetic team players who are adaptable and move to areas throughout the client service organization. This includes the Companion Animal Hospital (CAH) Admissions office, CAH Discharge office, Equine & Nemo Farm Animal Hospital (ENFAH) front office and CUHA Out of Hours office.

The job responsibilities include, but are not limited to:

• Greet clients and visitors promptly and courteously, gather and enter patient/client information, answer a multi-line phone system, notify clinical services of client's arrival, and use good sound judgment when handling emergency situations relaying pertinent information as necessary.
• Review the current day schedule and update incomplete information. Assist students and other clinical support staff with client questions. Be knowledgeable and familiar with CUHA policies and procedures and be able to explain and provide clarification as needed.
• Responsible for facilitating clients' visits, directing communications with clients during their visit, and acting as a liaison between the client and staff to ensure the visit goes smoothly
• Prepare and audit invoices, processing final payments, refunds, collecting & posting deposits for hospitalized patients.
• Maintain a balanced cash drawer, paying close attention to cash control and potential loss exposure.
• Verify home instructions have been emailed to referring veterinarians and clients after discharge.
• Client Service Representatives will be trained in both Admission and Discharge performing the functions based on the client's immediate need.

Required Qualifications

• A High School or associate's degree in a relevant field of study and 2-4 years of relevant customer service experience is required.
• Must possess excellent customer service skills.
• Be able to effectively and professionally communicate verbally with coworkers, doctors, students, and clients, and handle interactions with grace.
• Ability to maintain calm demeanor during emergency situations and demonstrate sincere compassion.
• Ability to work efficiently in a busy environment and proactively identify tasks required to ensure optimum client care and hospital organization.
• Must be able to multitask and to quickly change priorities and solve problems in a fast-paced environment while maintaining a positive attitude.
• Must be able to work within a diverse team and perform with minimum supervision.
• Have basic computer and technical skills including familiarity with Microsoft Office and the ability to learn electronic medical record system (ezyVet)and other software programs.

Preferred Qualifications

• Experience in a high-volume call operation handling multiple phone lines.
• Previous experience in a veterinary, human medical, or social service-related office preferred.
• Knowledge of veterinary and/or human medical terminology, medical records systems, and billing systems.
• Exceptional Client Service Awards and/or other acknowledgement.
• Certifications in leadership development and/or client service areas.

Important Details about the Position

• This is an onsite position located in Ithaca, NY.
• We are unable to provide Visa sponsorship, now or in the future, for this position.
• Relocation assistance will not be provided for this position.

This position is scheduled to work Monday - Wednesday and Fridays from 9:30am - 6:00pm and Saturdays from 7:30am - 4:00pm.

The CUHA provides 24-hour care for pets 365 days of the year. The schedule for this position requires flexibility to ensure that adequate patient care and service needs are provided without interruption or exception. Schedule may include University and calendar holiday coverage to meet business needs. If business needs change, a position/individual may be realigned within the CUHA to a different shift or schedule. The Client Service Representative position is in the overall client service holiday rotation schedule.

The Following Documents are Required to be Submitted with your Application

• Resume
• Cover Letter

What We Offer:

Great benefits! Cornell receives national recognition as an award-winning workplace for our health, wellbeing, and sustainability.

• 3 weeks of paid vacation
• 13 additional holiday days with 2 additional floating holidays to be used at your discretion.

• An award-winning employer provided benefits program
  • Comprehensive health care options
  • Access to wellness programs
  • Employee discounts with local and national retail brands
  • Generous retirement contributions
  • Impressive educational benefits include tuition-free Extramural Study and Employee Degree Program, Tuition Aid for external education, and Cornell Children's Tuition Assistance program
• Follow this link for more information: https://hr.cornell.edu/understand-your-benefits

Employees are expected to meet all of the Cornell University Staff Skills for Success, which are essential for individual and organizational success.

Who We Are:

Cornell University Hospital for Animals (CUHA) provides leadership in patient care, education, clinical investigation and scientific innovation. As part of an all-encompassing customer service team, the Client Experience Coordinator will excel in communication management and will collaborate with other Client Experience Coordinators for Scheduling and Records Management, members of the broader customer service team, other hospital staff, and students.

Questions?

Gabriel Gonzalez - gag95@cornell.edu

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