Customer Contact Center Representative (# 359595) Apply
Job ID: 359595
About the Job
Days/Hours: Thursday to Sunday, 6:00am to2:30pm
Essential Functions (70%)
Front Desk (SAH)
* Delights clients and visitors by welcoming them to the VMC and provides acaring, reliable and knowledgeable first contact point.
* Efficiently and accurately admits patients ensuring all quality standards aremet. (ie verifying rDVM, client, and patient demographics)
* Assists with accurate electronic medical record keeping by ensuring allauthorization forms are signed and completed records are forwarded to Medical Records for scanning.
* Utilizes established protocols forwalk-in clients.
* Provide a caring, reliable and knowledgeable first contact point for VMC.
* Timely check in and admission ofpatients, take deposits as appropriate.
* Ensures the billing process is initiated and adds exam fees as appropriate.
* Notify properpersonnel of the client's arrival following specific guidelines.
* Place required documents in patient medical record.
* Preparemedical records with appropriate forms for the service they are seeing.
* Be sure visitors are registered before entering the clinic;notify proper personnel of arrival.
* Assist clients with prescription pick-up by notifying After Hours Dispensary staff.
* Givedirections to vendors, clients and visitors.
* Maintain appearance of front desk and lobby area according to VMC cleanlinessstandards.
* Help to maintain department appointment schedules.
* Give parking permits to all appropriate customers.
* Answerincoming calls from within the VMC (staff, students, clinicians calling Front Desk).
* Remote admission and discharge of Large Animalclients.
* Uses established protocol for calling in after-hours specialty teams
* Follows accounting protocols for opening/closingregisters.
* Follows hospital guidelines for taking deposits and discharging patients.
* Quickly and efficiently identifiesdistressed clients/patients and escalates to appropriate staff member when necessary.
* Ensures visitors are registered before enteringthe clinic, notifying proper personnel of arrival before clients enter clinical area.
Call Center (25%)
* Triage incoming Smalland Large animal emergency cases; utilize internal triage tracking system as appropriate.
* Enter appointments on Large Animal, SmallAnimal, and West Metro emergency schedule as appropriate; notify client of emergency procedures and cost.
* Process scheduling callsbased on standards and guidelines for each service.
* Process general information calls by answering questions, taking messages andredirecting incoming calls.
* Process appropriate paperwork for new clients.
* Liaison between clients and clinicians.
*Problem-solve trouble calls.
General (5%)
* Answer questions and explain procedures for interns, senior veterinary students, andstudent technicians.
* Required to work a minimum of two holidays per fiscal year.
* Willingness to cross train and assist in otherareas as assigned.
.
Salary Range: $21.06 to $28.14
Qualifications
All required qualificationsmust be documented on application materials.
Minimum Qualifications:
High School diploma / GED and two years of medicalor veterinary office experience. Must have reception experience i.e. high volume telephone and face-to-face meet and greet customer serviceexperience. Must have experience with and be proficient in Microsoft Office programs or similar software. General knowledge of excelspreadsheets.
Preferred Qualifications/Selection Criteria:
* Veterinary call center, front desk, or admissions experience.
*Medical appointment scheduling experience.
* Customer Service orientation, outstanding interpersonal skills, and problem solvingskills.
* Effectively multi-tasks and reprioritize to meet job expectations.
* Willingness and ability to cross train and assist inother client areas as assigned.
* Ability to problem solve in emergency setting.
About the Department
TheVeterinary Medical Center (VMC) has served the community for more than a century. It is the most advanced, full-service referral care centerfor large and small animals in Minnesota. The VMC sees more than 35,000 cases annually, with specialists available in all areas of medicineand surgery. More than 50 of the veterinarians on staff have undergone several years of additional training to become board-certifiedspecialists in a particular area of veterinary medicine. The Veterinary Medical Center is comprised of the Small Animal Hospital for dogs,cats, and other companion animals, the Piper Clinic at the new Leatherdale Equine Center, for horses, and the Large Animal Hospital, whichtreats farm animals, and occasionally, zoo animals.
Benefits
Working at theUniversity
At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who areinterested in lifelong learning. We prioritize work-life balance, allowing you to invest in the future of your career and in your lifeoutside of work.
The University also offers a comprehensive benefits package that includes:
How To Apply
Applications must be submitted online. To be considered forthis position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online applicationfor the position and attach a resume.
Additional documents may be attached after application by accessing your \\\\\\\\\\\\\\\"My Job Applications\\\\\\\\\\\\\\\"page and uploading documents in the \\\\\\\\\\\\\\\"My Cover Letters and Attachments\\\\\\\\\\\\\\\" section.
To request an accommodation during the applicationprocess, please e-mail employ@umn.edu or call (612)624-8647.
Diversity
The University recognizes and values the importance of diversity and inclusion inenriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting andretaining employees with varying identities and backgrounds.
The University of Minnesota provides equal access to and opportunity inits programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status,disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more aboutdiversity at the U: http://diversity.umn.edu
EmploymentRequirements
Any offer of employment is contingent upon the successful completion of a background check. Our presumption isthat prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists fromemployment.
About the U of M
The University of Minnesota, Twin Cities (UMTC)
TheUniversity of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate,graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's mostvibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships withworld-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public serviceorganizations.
At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as wellas by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019,2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).
About the Job
Days/Hours: Thursday to Sunday, 6:00am to2:30pm
Essential Functions (70%)
Front Desk (SAH)
* Delights clients and visitors by welcoming them to the VMC and provides acaring, reliable and knowledgeable first contact point.
* Efficiently and accurately admits patients ensuring all quality standards aremet. (ie verifying rDVM, client, and patient demographics)
* Assists with accurate electronic medical record keeping by ensuring allauthorization forms are signed and completed records are forwarded to Medical Records for scanning.
* Utilizes established protocols forwalk-in clients.
* Provide a caring, reliable and knowledgeable first contact point for VMC.
* Timely check in and admission ofpatients, take deposits as appropriate.
* Ensures the billing process is initiated and adds exam fees as appropriate.
* Notify properpersonnel of the client's arrival following specific guidelines.
* Place required documents in patient medical record.
* Preparemedical records with appropriate forms for the service they are seeing.
* Be sure visitors are registered before entering the clinic;notify proper personnel of arrival.
* Assist clients with prescription pick-up by notifying After Hours Dispensary staff.
* Givedirections to vendors, clients and visitors.
* Maintain appearance of front desk and lobby area according to VMC cleanlinessstandards.
* Help to maintain department appointment schedules.
* Give parking permits to all appropriate customers.
* Answerincoming calls from within the VMC (staff, students, clinicians calling Front Desk).
* Remote admission and discharge of Large Animalclients.
* Uses established protocol for calling in after-hours specialty teams
* Follows accounting protocols for opening/closingregisters.
* Follows hospital guidelines for taking deposits and discharging patients.
* Quickly and efficiently identifiesdistressed clients/patients and escalates to appropriate staff member when necessary.
* Ensures visitors are registered before enteringthe clinic, notifying proper personnel of arrival before clients enter clinical area.
Call Center (25%)
* Triage incoming Smalland Large animal emergency cases; utilize internal triage tracking system as appropriate.
* Enter appointments on Large Animal, SmallAnimal, and West Metro emergency schedule as appropriate; notify client of emergency procedures and cost.
* Process scheduling callsbased on standards and guidelines for each service.
* Process general information calls by answering questions, taking messages andredirecting incoming calls.
* Process appropriate paperwork for new clients.
* Liaison between clients and clinicians.
*Problem-solve trouble calls.
General (5%)
* Answer questions and explain procedures for interns, senior veterinary students, andstudent technicians.
* Required to work a minimum of two holidays per fiscal year.
* Willingness to cross train and assist in otherareas as assigned.
.
Salary Range: $21.06 to $28.14
Qualifications
All required qualificationsmust be documented on application materials.
Minimum Qualifications:
High School diploma / GED and two years of medicalor veterinary office experience. Must have reception experience i.e. high volume telephone and face-to-face meet and greet customer serviceexperience. Must have experience with and be proficient in Microsoft Office programs or similar software. General knowledge of excelspreadsheets.
Preferred Qualifications/Selection Criteria:
* Veterinary call center, front desk, or admissions experience.
*Medical appointment scheduling experience.
* Customer Service orientation, outstanding interpersonal skills, and problem solvingskills.
* Effectively multi-tasks and reprioritize to meet job expectations.
* Willingness and ability to cross train and assist inother client areas as assigned.
* Ability to problem solve in emergency setting.
About the Department
TheVeterinary Medical Center (VMC) has served the community for more than a century. It is the most advanced, full-service referral care centerfor large and small animals in Minnesota. The VMC sees more than 35,000 cases annually, with specialists available in all areas of medicineand surgery. More than 50 of the veterinarians on staff have undergone several years of additional training to become board-certifiedspecialists in a particular area of veterinary medicine. The Veterinary Medical Center is comprised of the Small Animal Hospital for dogs,cats, and other companion animals, the Piper Clinic at the new Leatherdale Equine Center, for horses, and the Large Animal Hospital, whichtreats farm animals, and occasionally, zoo animals.
Benefits
Working at theUniversity
At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who areinterested in lifelong learning. We prioritize work-life balance, allowing you to invest in the future of your career and in your lifeoutside of work.
The University also offers a comprehensive benefits package that includes:
- Competitive wages, paid holidays,and generous time off
- Continuous learning opportunities through professional training and degree-seeking programs supported by theRegents Scholarship
- Low-cost medical,dental, and pharmacy plans
- Healthcare and dependent care flexible spending accounts
- University HSA contributions
- Disability and employer-paid life insurance
- Employee wellbeing program
- Excellent retirement plans with employercontribution
- Public Service Loan Forgiveness (PSLF) opportunity
- Financialcounseling services
- Employee Assistance Program with eight sessions of counseling at no cost
- Employee Transit Pass with free or reduced rates in the Twin Cities metroarea
How To Apply
Applications must be submitted online. To be considered forthis position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online applicationfor the position and attach a resume.
Additional documents may be attached after application by accessing your \\\\\\\\\\\\\\\"My Job Applications\\\\\\\\\\\\\\\"page and uploading documents in the \\\\\\\\\\\\\\\"My Cover Letters and Attachments\\\\\\\\\\\\\\\" section.
To request an accommodation during the applicationprocess, please e-mail employ@umn.edu or call (612)624-8647.
Diversity
The University recognizes and values the importance of diversity and inclusion inenriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting andretaining employees with varying identities and backgrounds.
The University of Minnesota provides equal access to and opportunity inits programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status,disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more aboutdiversity at the U: http://diversity.umn.edu
EmploymentRequirements
Any offer of employment is contingent upon the successful completion of a background check. Our presumption isthat prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists fromemployment.
About the U of M
The University of Minnesota, Twin Cities (UMTC)
TheUniversity of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate,graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's mostvibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships withworld-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public serviceorganizations.
At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as wellas by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019,2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).
