Customer Contact Center Representative

Essential Functions
Client Responsibilities
* Delights clients by welcoming them to the VMC and provides a caring, reliable and knowledgeable first contact point.
* Assists with accurate electronic medical record keeping by ensuring all authorization forms are signed and completed records are forwarded to Medical Records for scanning.
* Schedules appointments and consults across receiving services.
* Communicates with services to ensure efficient and effective patient care.
* Ensures that the billing process is initiated in the hospital computer system and all personnel tending to patient are entered on bill order.
* Creates a safe, secure, and accident-free work environment by ensuring that clients/patients are accompanied by a staff member when unloading and entering clinical areas.
* Quickly and efficiently identifies distressed clients and escalates to appropriate staff member when necessary.
* Ensures visitors are registered before entering the clinic, notifying proper personnel of arrival before clients enter clinical area.
* Follows hospital guidelines for taking scheduling and admitting patients.
* Give directions to vendors, clients and visitors.
* Serves as a mentor to new students/interns during orientation by sharing knowledge of clinical policies and procedures.
* Maintains VMC cleanliness standards.
* Maintains accurate record of parking permits distributed and ensures there are enough permits for after-hours needs.
* Serves internal clients (staff, students and clinicians) by maintaining accurate call/face to face documentation on interactions according to protocol and providing complete and accurate information during every contact
* Facilitate consults clinicians and specialty departments
* Builds customer relationships by electronically distributing clinic literature. E.g. new client packets, clinician informational sheets, lobby brochures and clinician business cards.
* Demonstrates concern for the patient and a readiness to provide service by reliably opening appointment line on time.
* Facilitates efficient after-hours admission and discharge of patients maintaining a supply of pre-assembled green backs and ensuring notes and supplies are left out for all known admissions/discharges.
* Coordinates with Facilities Management if building problems arise.
* Triage incoming calls for a variety of services utilizing internal triage tracking system as appropriate
* Schedule Large Animal appointments or transfer call to specialty requested as appropriate.
* Consistently and accurately documents and communicates referral information to clinician/service in a timely manner.
* Contacts client in a timely manner to communicate referral instructions and schedule appointment.
* Coordinate with medical records to ensure that patient medical records have been transferred to the VMC prior to patient coming in.
* Inform chief clinician via email of all appointments scheduled so they can verify there are no conflicts.
* Email new clients with pre-admission information.
* Facilitate consults between VMC clinicians and referring DVMs or clients.
* Process calls by answering questions, taking messages and redirecting incoming calls.
* Manage Receiving Services email accounts including consult and appointment requests.
* Distribute incoming faxes appropriately and document actions in VetView.
* Ensure that clients understand that payment is due at time of service and other VMC policies as appropriate.
* Manage Communication responsibilities for receiving services.
* Coordinate pickup and delivery of Confidential Recycling bins

General
* Answer questions and explain procedures for interns, senior veterinary students, and student technicians.
* Problem-solve routine and non-routine complex issues.
* Recognize, document, and alert the supervisor of trends in client calls.
* Recommend process improvements
* Required to cover Customer Contact Center On-Call/Vacation coverage a minimum of four (4) one week blocks from 7p - 6a (Monday - Sunday).
* Required to work a minimum of two holidays per fiscal year.
* Proactively resolves work related issues.
* Willingness to cross train and assist in other areas as assigned
* Train, teaches, and orients new student employees and staff.
* Evaluates daily work in terms of quantity and quality.
* Advisor to AMD, supervisors, directors and staff.

All required qualifications must be documented on application materials

Minimum Qualifications:
High School diploma / GED and four (4) years of medical or veterinary office experience or medical appointment scheduling experience. Veterinary or medical training/education may be substituted for some of the years of experience.
Must have reception experience i.e. high volume telephone and face-to-face meet and greet customer service experience. Must have experience with and be proficient in Microsoft Office programs or similar software. General knowledge of excel spreadsheets.

The Veterinary Medical Center (VMC) has served the community for more than a century. It is the most advanced, full-service referral care center for large and small animals in Minnesota. The
VMC sees more than 35,000 cases annually, with specialists available in all areas of medicine and surgery. More than 50 of the veterinarians on staff have undergone several years of
additional training to become board-certified specialists 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, which treats farm animals, and occasionally, zoo animals.

Pay Range: $24.53 to $25.50; depending on education/qualifications/experience

Time Appointment Category: 75%-100% Appointment (If job description above does not specify appointment or expected weekly hours, assume a 100% appointment.)

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University 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 the Regents Tuition Benefit Program
• 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 employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for 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 application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its 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 about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University 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 most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as 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).