Customer Service Associate III - SA Client Services

The Texas A&M AgriLife Extension Service

Job Description
Job TitleCustomer Service Associate III - SA Client ServicesAgencyTexas A UniversityDepartmentVet Med-Teaching HospitalProposed Minimum SalaryCommensurateJob LocationCollege Station, TexasJob TypeStaffJob DescriptionOur CommitmentTexas A University is committed to promoting a culture that embraces, expands, and celebrates inclusion, diversity, equity, and accountability that enriches the learning and working environment for all visitors, students, faculty, and staff. Diverse perspectives, talents and experiences are invaluable to our mission and support our core values.Who we are The Veterinary Medical Teaching Hospital (VMTH) includes the Small Animal Hospital and the Large Animal Hospital, both of which are dedicated to the total well-being and care of a pet throughout its lifetime. We work with great people, great clinicians, and great educators with a passion for animals and educating others that allows us to provide total care for animal patients while helping to train the next generation of veterinarians at the only veterinary teaching hospital in the state of Texas!What we wantWe are looking for a Customer Service Associate III, to join the Small Client Services department of our Veterinary Medical Teaching Hospital! The ideal candidate enjoys being around small animals, providing professional, courteous, respectful service while explaining policies and procedures, verifying, gathering and relaying information, as well as, communicating with clients, rDVMs, faculty, staff, students, and other customers. The selected candidate will subscribe to and support our commitment to Inclusion, Diversity, Equity and Accountability as stated above. If you enjoy working with small animals, we invite you to apply to be considered for this opportunity.What you need to knowWork Schedule - the standard shift is Monday - Friday, 8:00am - 5:00pm. Ability to work alternative shifts, holidays, weekends, and on-call duty. Essential Personnel - This position is considered essential when the University declares an emergency, campus closure, class cancellations, etc., and are therefore required to report to work and remain on duty unless or until relieved by their direct supervisor.Cover Letter/Resume': A cover letter and resume' are strongly recommended. You may upload these documents on the application under CV/Resume.COVID-19 information: Texas A University monitors local, state and federally mandated health guidelines to keep students, employees, prospective employees, and visitors as safe as possible. For the latest information regarding Texas A's COVID-19 response, please visit the University's COVID-19 website. For COVID-19 employment-related information, please visit the Division of Human Resources and Organizational Effectiveness' COVID-19 website. As a Healthcare facility, The Veterinary Medical Teaching Hospital COVID-19 guidelines may vary from those locate on the Division of Human Resources and Organizational Effectiveness'' website.Required Education and Experience:High School diploma or equivalent combination or education and experienceFive years of related experience in general office or clerical workRequired Knowledge, Skills, and Abilities:Must possess good public relations skillsStrong financial background (ex: cashier experience, collections of co-pays/deductibles, etc.)Active listening and problem solving skillsAbility to gather/audit/compare informationWorking Knowledge of word processing, spreadsheet and/or data entry applicationsAbility to multi-task and work cooperatively with othersOther Requirements:Ability to work around animals, hay, or dustAbility to move heavy loadsAbility to work alternative shifts, holidays, weekends, and on-call dutyPreferred Education and Experience:Bachelor's degreeExperience in Veterinary or Medical settingExperience entering information in an electronic medical recordCashier experiencePreferred Licenses and Certifications:Hospitality Management Certificate or Customer Service CertificatePreferred Knowledge, Skills, and Abilities:Bilingual in English and SpanishResponsibilities:Admissions Duties - Escorts client and patient to an exam room after obtaining and recording patient weight in a safe and proper manner. Verifies account information with client and/or chart for patient while correctly explaining VMTH policy and procedures in a professional manner (update/correct information if needed). Notifies services and appropriate personnel of patient arrival. Documents all information in correct systems, databases, etc. Verifies all proper forms and treatment approval obtained. Notates any concerns regarding the patient, such as, aggressive behavior so that proper alerts are maintained within the electronic medical records.During Patient Visit Duties - Escorts clients to lobby once students/interns/residents/faculty have spoken to clients to gather information needed for the exam/treatment/visit. Offers any assistance that may make the visit more comfortable for the client (ex: coffee, directions to local eateries/attractions, etc.). Engages client by offering services such as the EASE application or information regarding the Client Portal. Reviews information with the client and offer clarification if needed. Assists in collecting proper deposit/payment for services to be rendered while properly explaining the financial policies of the VMTH. Relays any information between the service providers and the client, as needed.Discharge Duties - Explains billing invoice and collect payments due and/or provide information regarding alterative options according to the policy and procedures of VMTH. Verifies any future needs, such as, return appointments or additional consults. Inform clients of VMTH policies. Audits patient invoices to communicate with services regarding financials and charges. Documents all appropriate information in correct systems, databases, etc. Verifies with the client that all their questions are answered while reviewing visit summary. Assists the client and patient to the client's vehicle, if needed. Maintains exam rooms and lobbies by cleaning up any visible fur/hair/etc. from the floors and surfaces and discarding any trash.Assist Assigned Service - Works within services/teams to educate students of processes and expectations during rotations and assists with client interactions as appropriate.Client Care/Customer Care - Assists or directs clients/customers to appropriate resource for any issues that may arise during the visit to the SAH.Accounting Duties - Count's cashier drawers, verifies working funds, etc. according to the policy of Texas A University System. Performs other duties as assigned.Instructions to Applicants: Applications received by Texas A University must either have all job application data entered or a resume attached. Failure to provide all job application data or a complete resume could result in an invalid submission and a rejected application. We encourage all applicants to upload a resume or use a LinkedIn profile to pre-populate the online application. In accordance with the federal contractor vaccination mandate, specific facilities at The Texas A System may be considered a covered contractor workplace with covered contractor employees. Therefore, successful applicants for this position may be subject to the federal mandate to be fully vaccinated against COVID-19 as a condition of employment unless an approved medical or religious accommodation is in place.All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution's verification of credentials and/or other information required by the institution's procedures, including the completion of the criminal history check.Equal Opportunity/Affirmative Action/Veterans/Disability Employer committed to diversity.