What are the responsibilities and job description for the Veterinary Triage Medical Contact Center Representative position at Animal Emergency & Referral Center of Minnesota?
The Animal Emergency & Referral Center of Minnesota (AERC-MN) is looking for Full-Time Medical Contact Center Representatives to add to our team.
Why AERC?
AERC-MN is an established and renowned AAHA-accredited emergency and specialty hospital that is 100% owned by local veterinarians. With two, 24/7 facilities in the Twin Cities area, we build meaningful relationships with our community by treating one another with kindness, dignity, and respect.
We offer excellent compensation and benefit packages, and our company culture emphasizes a healthy work/home/family integration. We are generous with our high fives and encourage one another to think outside the litter box when it comes to problem-solving. We believe that mistakes are simply purr-fect opportunities to learn, and that difficult cases help us grow our skills and knowledge.
If you actively seek and share new knowledge, assume best intentions of your colleagues, and care intensely about everything you do, you will be an instrumental value to the AERC-MN team.
Role Title: Veterinary Triage Medical Contact Center Representative
Department: Contact Center
Shift: Day (6:30A-4:30PM) / Evening (2P-12A) - three to fours days a week
- Weekends require, no more than 50% per month
- Holidays required, no more than four per year
Shift Differential: Eligible for Weekend & Evening Shifts
Benefits: Medical, Dental, Vision Insurance provided at up to 80% covered by AERC. Short-Term, Long-Term Disability, Life Insurance, and EAP provided at no additional cost to you. PTO accrual based on tenure. Uniform, Pet, Continued Education stipends and so much more!
The primary function of the Medical Contact Center Representative in the Services Department is to provide exceptional care of both patient and clients by service as an extension of the veterinarian. Additionally, the Contact Center Representative is expected to promote professional growth through education and learning opportunities. The position will report directly to the Contact Center Team Support Manager.
Your Skills & Experiences: Who are we looking for?
Teamwork and Development
- You are proactive, supportive, and collaborative.
- You share knowledge, promote positivity, and take personal responsibility for your professional development.
- You are eager to recommend process improvements, as well as value opinions that may be different than yours.
- You seek and value open, honest communication and constructive feedback in a timely manner.
Client Service
- You have a passion for customer service.
- You demonstrate a natural ability to actively listen, lead with curiosity and assume best intentions of others.
- You will answer phone calls, enter data into the electronic medical record platform, perform financial transactions, and reduce client anxiety by troubleshooting issues related to client service process, service failures, or other problems including identifying and resolving the problem through effective decision making and escalating issues when appropriate.
- You will function as a liaison between the client and the clinicians and technical teams, so it is vital to demonstrate patience, interpersonal communication skills, empathy, and compassion.
Continued Professional Development
- Skills can be taught. We value training and professional development. You will be provided with a minimum of 16 training shifts before you're set free to save lives. When you succeed, we all succeed.
- This is a non animal handling role. Although you will not physically be handling patients often, you will work closely alongside them while focusing efforts to providing the best client care and support possible to both clients and the referring community.
- A.A.S or B.S Degree in veterinary Technology from a AVMA accredited school strongly preferred
- Two years of client service experience or customer support required
- One year of clinical practice if credentialed strongly preferred, fours years if not credentialed
How to Apply:
So, what are you waiting for? Click that apply now button and get started! We make every effort to respond within three business days, so we won't keep you waiting.
