Customer Service Associate III - SA Client Service
Texas A&M University
April 11, 2018
College Station, Texas
The Client Liaison is responsible for providing an exceptional customer experience for clients and patients in the Small Animal Hospital. This position is is responsible for communicating with clients during their visits, ensuring clients and pets feel welcomed and taken care of when they come to the hospital, and coordinating the daily activity of animals admitted and discharged from the Small Animal Hospital. The Client Liaison assists with admitting, collecting deposits and payments for hospital charges, scheduling appointments, bill review, and discharging patients from the hospital. This position works closely with DVMs, students, and other customer service personnel.
Required Education and Experience:
High School Diploma or any equivalent combination of education and experience.
Five years in general office or clerical work.
Required Knowledge and Skills:
Working knowledge of word processing, spreadsheet, and/or data entry applications.
Ability to multi-task and work cooperatively with others.
Persons in this position are considered essential when the University declares an emergency, campus closure, class cancellations, etc., and are therefore required to report to work and remain on duty unless/until relieved by they direct supervisor.
No inhibiting allergies to animals, hay, or dust.
Ability to lift heavy loads.
Preferred Education and Experience:
Must posses good public relations skills, excellent communication skills, strong financial background, and active listening and problem solving skills.
Preferred Knowledge and Skills:
Hospitality, customer service, or communications training or certificate
Preferred Licenses, Certifications and Registrations:
Hospitality Management Certificate or Customer Service Certificate
Preferred Other Requirements:
Ability to work alternate shifts, holidays, weekends, and on-call duty.
Bilingual in English and Spanish is a plus.
The standard shift for this position is M-F from 9:00am to 6:00pm.
LIAISON DURING VISIT: Escorts clients and patients to appropriate exam room. Educates clients about the visit and what to expect. Determines patient requirements by reviewing care plans and records. Ensures owners are informed as to the status of the patient during the visit especially if it is an extended visit (i.e. surgery). Educate clients about clinical services and procedures, technology available for treatment, and current ongoing clinical trials. Safely handles patient animals to obtain weight and record in medical record. Ensure proper permission is obtained and take and upload photographs of patients in medical record. Manages patient flow through exam rooms with mindfulness to wait time. Alerts service/student when patient is ready to by seen and ensures action is taken in a timely fashion. Maintains safe, secure, healthy, and humane environment by sanitizing and disinfecting exam rooms, lobby, and support areas according to established infection prevention standards and protocols. Resolves any issues that may arise with a client and communicates these issues to Administrative Coordinator and/or Assistant Director. Relays medical information from the doctor to the client when necessary. Promotes communication between clients, rDVMs, clinicians, the general public, and other departments.
DISCHARGE/POST VISIT: Reviews patient s invoices prior to discussing with the client to ensure all charges are accurate and have been entered. Ensures all pharmacy has been entered and received by client. Discusses charges with client and ensures understanding of bill. Explains payment options including payment plans. Processes payments (cash, check, credit/debit cards) and balances cash drawer at the end of shift. Verifies that clinician or student has reviewed the use of all medications with the client. Ensures all paperwork is completed, signed, and reviewed by the client. Assists clients and patients to vehicle as needed. Calls clients to inform them of supplemental bills and late charges. Schedules follow-up appointments.
PRE-ADMISSION AND ADMISSION: Greets clients and pets in congenial manner with as they check into the hospital. Researches patient history and reason for visit to identify patient by name. Fills in checking in clients at the front desk.
OTHER: Performs other duties as assigned. Provides support to other service areas within the Veterinary Medical Teaching Hospital.
Instructions to Applicants: Applications received by Texas A&M University must either have all job application data entered or a resume attached. Failure to provide all job application data or a complete resume could result in an invalid submission and a rejected application. We encourage all applicants to upload a resume or use a LinkedIn profile to pre-populate the online application
Internal Number: R-004246
About Texas A&M University
Texas A&M University is dedicated to the discovery, development, communication, and application of knowledge in a wide range of academic and professional fields. Its mission of providing the highest quality undergraduate and graduate programs is inseparable from its mission of developing new understandings through research and creativity. It prepares students to assume roles in leadership, responsibility, and service to society. Texas A&M assumes as its historic trust the maintenance of freedom of inquiry and an intellectual environment nurturing the human mind and spirit. It welcomes and seeks to serve persons of all racial, ethnic, and geographic groups, women and men alike, as it addresses the needs of an increasingly diverse population and a global economy. In the twenty-first century, Texas A&M University seeks to assume a place of preeminence among public universities while respecting its history and traditions.