Client Services Specialist

Job Summary:

Would you love to work with a dedicated team of customer service professionals and see adorable animals daily? Then working in UW Veterinary Care (UWVC) reception is the place for you! This fast-paced and exciting opportunity is a key role in patient intake and client communications. Clients may be stressed by their sick patients, so superb customer service and a positive, empathetic, and helpful attitude are necessary. This is a challenging yet rewarding support position in the hospital, with the potential to grow your career and communication skills. Join us!

Responsibilities:

Performs administrative and customer service support in an office setting within a healthcare facility or clinic to provide quality customer service to all patients and staff and ensure smooth administrative operations.

• 15% Provides day-to-day operational support to medical work unit personnel
• 5% Prepares documents for patient admissions and appointments
• 40% Serves as front desk staff within a healthcare facility or clinic
• 10% Greets patients, schedules appointments, maintains calendars, schedules tests, and makes referrals according to instructions
• 10% Receives, submits, and responds to inquiries according to established policies and procedures
• 5% Provides operational phone support within an emergency medical facility
• 5% Serves as a cashier, collecting and accurately recording all cash/credit transactions associated with a veterinary healthcare facility
• 5% Provides support to the billing functions of UWVC
• 5% Maintains appearance and cleanliness of the reception and client waiting areas of the hospital

Tasks:

• Be a positive, friendly, and reliable team player
• Answer telephone calls and following all established hospital protocols for clients and referring veterinarians regarding appointments, billing concerns, and emergency triaging.
• Cancels appointments, as needed and communicates with the appropriate service to ensure patient and service coordination of reschedules. Schedule follow-up rehab, farrier, and emergency visits as required by established hospital protocols
• Perform billing duties including processing client payments, review of daily invoices to check for appropriateness of fees, make billing and package adjustments per hospital protocols.
• Use the hospital's internal messaging system (Vocera) per established protocols to inform appropriate stakeholders of patient arrival. Triage and differentiate method of messaging (Vocera vs. Message Board or urgent vs. not urgent)
• Verify accuracy of client/patient information, updating as neccessary, including client's full legal name, address, phone numbers, email, referring veterinarian (rDVM), birth date, etc.
• Provide exceptional customer service to UWVC clients, staff, and clinicians
• Participate in rotating on-call shifts as needed, including holidays and weekends
• Other duties as assigned

Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

Education:

Required
H.S. Diploma

Preferred
Associate's Degree

Qualifications:

Previous customer service experience is required. Previous reception or billing experience helpful. Knowledge of medical terminology strongly preferred. Comfort with computers, answering phones, and willingness to learn hospital software required. A positive and friendly attitude and dedication to patient and client satisfaction is a must!

Work Schedule:

10:00am - 6:30pm, Monday-Friday, with every other weekend (Saturday or Sunday). Schedule for weekday will be adjusted accordingly when scheduled to work on the weekends.

Holiday, and variable on-call hours as required by the unit.

Work Type:

Full or Part Time: 80% - 100%

It is anticipated this position requires work be performed in-person, onsite, at a designated campus work location.

Appointment Type, Duration:

Ongoing/Renewable

Salary:

Minimum $17.00 HOURLY
Depending on Qualifications

Additional Information:

Requires advanced customer service skills, problem solving abilities, and attention to detail.

Physical Demands:
1. Able to operate telephone, computer, and copy machine
2. Able to sit for long periods of time
3. Able to communicate with a variety of people in an effective way
4. Able to stand and walk, and occasionally to carry objects up to 30 pounds

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment.

UW Veterinary Care offers competitive wages (including night and weekend differential, if applicable), outstanding employee benefits (https://hr.wisc.edu/benefits/new-employee-benefits-enrollment/benefits-for-employees-covered-by-the-wrs/), ample paid time off (https://hr.wisc.edu/benefits/leave/paid-leave/), and financial support for continuing education and pursuing specialty certification.

The UW-Madison campus and the surrounding area have many enriching opportunities. Madison was named the most bike-friendly city; the Dane County Farmer's Market is one of the largest in the nation; Madison has the most restaurants per capita of any U.S. city; Madison consistently ranks as a top community in which to live, work, and play; and the University is nationally recognized for academics and athletics. Please see the following link

How to Apply:

Begin the online application process by clicking the 'Apply Now' button. Submit a current copy of your resume, outlining your skills as relevant to this position.

Contact:

Meenu Verma
meenu.verma@wisc.edu
Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

Official Title:

Medical Office Assistant(HS008)

Department(s):

A87-SCHOOL OF VET MEDICINE/ADMIN VMTH/ADMIN-RCPT

Employment Class:

University Staff-Ongoing

Job Number:

312131-CP

The University of Wisconsin-Madison is an Equal Opportunity and Affirmative Action Employer.

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence through diversity and encourage all qualified individuals to apply.

Employment may require a criminal background check. It may also require you and your references to answer questions regarding sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.