Client Services Specialist, Large Animal Reception Area, Veterinary Hospital Operations: College of Veterinary Medicine - UTIA

The University of Tennessee, College of Veterinary Medicine, invites applications for the position of Client Services Specialist.  Under the general direction of the Client Services manager, registers, admits, and discharges patients from the hospital and collects deposits and payments for services. Reconciles daily account activity report with the daily receipts on hand (approximately $11.8m/year). Facilitates communication between clients and hospital personnel.

The Veterinary Medical Center is operational 24 hours a day, 7 days per week, and 365 days per year. Occasional weekend, evening, or holiday work may be required of this position.

• Greet clients, admit and discharge patients. Collect deposits and payments for services.
• Verify client, animal, referring veterinarian, primary veterinarian, and insurance information is correct when client checks in for appointment.
• Facilitate communication between clients and specialty services to obtain patient status and progress reports for clients
• Perform front line triage and assessment of patients arriving for appointments to detect and respond to emergent/urgent cases as per standard operating procedures.
• Schedule appointments at time of patient discharge in accordance to each service’s standard operating procedures. Consult with clinicians and/or technicians for appointment needs that fall outside of standard operating procedures. 
• Initiate medical record for new patients and prepare paperwork for appointments 
• Obtain medical charts and prepare paperwork for upcoming appointments
• Field client complaints and refer them to appropriate party for follow-up
• Maintain confidential client and patient information
• Assist clients with understanding financial policy and finding solution to financial challenges
• Provide maps, directions, and accommodation information to clients
• Provide backup coverage for other reception areas, when needed
• Make recommendations concerning process and procedure improvements for area
• Maintain appearance of reception and waiting areas
• Communicate as needed with other functional areas regarding matters related to the legal medical record, release of information, appointment visit issues, billing and financial issues.  Provide secondary support for all of these functions on occasions when their offices are closed.
• Console clients during times of grief, anxiety, uncertainty, and anger.
• Facilitate client comfortability
• Other front desk duties, as required
• Perform reconciliation daily for payments received to meet the standards of UT financial policy and the Office of Audit and Compliance.

Depending on the experience and qualifications of the successful candidate, position will begin as a Client Services Specialist 1, 2, or 3. 

Client Services Specialist 1: 

Minimum Education:

• High School Degree or Equivalent 

Minimum Experience:

• Must be at least 18 years of age.
• Minimum 1 year of experience in an office or other customer service setting.

Preferred Experience:

• Experience in veterinary or human medical office or hospital or high-end customer service environment.

Knowledge, Skills, & Abilities:

• Exceptional customer service skills.
• Critical thinking and problem solving skills. 
• Organizational and multi-tasking skills. 
• Ability to triage incoming cases and calls to determine potential emergent cases and respond appropriately. 
• Leadership and communication skills.
• Intermediate computer skills.
• Money handling skills.
• Ability to communicate effectively with a diverse population.
• Ability to identify and anticipate needs of the clients and clinicians to ensure a high level of client care. 
• Ability to work with others in a respectful and cooperative manner. 
• Ability to work under stressful or demanding conditions. 
• Ability to maintain professional demeanor. 
• Ability to maintain confidentiality.
• Ability to follow instructions and standard operating procedures. 
• Ability to work with limited supervision. 

Client Services Specialist 2: 

Minimum Education:

• High School Degree or Equivalent 

Minimum Experience:

• Must be at least 18 years of age.
• Minimum 1.5 years of experience in an office or customer service setting.

Preferred Experience:

• Experience in veterinary or human medical office or hospital or high-end customer service environment.

Knowledge, Skills, & Abilities:

• Exceptional customer service skills.
• Critical thinking and problem solving skills. 
• Organizational and multi-tasking skills. 
• Ability to triage incoming cases and calls to determine potential emergent cases and respond appropriately. 
• Leadership and communication skills.
• Intermediate computer skills.
• Money handling skills.
• Ability to communicate effectively with a diverse population.
• Ability to identify and anticipate needs of the clients and clinicians to ensure a high level of client care. 
• Ability to work with others in a respectful and cooperative manner. 
• Ability to work under stressful or demanding conditions. 
• Ability to maintain professional demeanor. 
• Ability to maintain confidentiality.
• Ability to follow instructions and standard operating procedures. 
• Ability to work with limited supervision. 

Client Services Specialist 3:

Minimum Education:

• High School Degree or Equivalent 

Minimum Experience:

• Must be at least 18 years of age.
• Minimum 2 years of experience in an office or other customer service setting.

Preferred Experience:

• Experience in veterinary or human medical office or hospital or high-end customer service environment. 

Knowledge, Skills, & Abilities:

• Exceptional customer service skills.
• Critical thinking and problem solving skills. 
• Organizational and multi-tasking skills. 
• Ability to triage incoming cases and calls to determine potential emergent cases and respond appropriately. 
• Leadership and communication skills.
• Intermediate computer skills.
• Money handling skills.
• Ability to communicate effectively with a diverse population.
• Ability to identify and anticipate needs of the clients and clinicians to ensure a high level of client care. 
• Ability to work with others in a respectful and cooperative manner. 
• Ability to work under stressful or demanding conditions. 
• Ability to maintain professional demeanor. 
• Ability to maintain confidentiality.
• Ability to follow instructions and standard operating procedures. 
• Ability to work with limited supervision. 

Work Location:

• Knoxville, Tennessee       
• On-Site

Compensation and Benefits: 

• UT market range: MR04
• Anticipated hiring range: $34,406.94-$37,920.48
• Find more information on the UT Market Range structure here
• Find more information on UT Benefits here

Application Instructions:

To express interest, please submit an application with the noted below attachments. 

• Resume
• Cover Letter
• List of 3 Professional References

About The College:

The UT College of Veterinary Medicine (UTCVM), located in Knoxville, was established by an act of the Tennessee Legislature in 1974 and is part of the University of Tennessee Institute of Agriculture.

UTCVM is one of 33 veterinary colleges in the United States and provides opportunities for Tennessee students while serving pet owners and the livestock industry as well as protecting public health, enhancing medical knowledge and generating economic benefits to the state and nation.