Job ID359127 LocationTwin Cities Job FamilyLR-Clerical Full/Part TimeFull-Time Regular/TemporaryRegular Job Code1865 Employee ClassAFSCME Unit 6 - Clerical About the Job Days/Hours: Monday to Friday, 1st shift hours Description of Position This position is responsible for providing excellent client service and compassionate, professional handling of a variety of client interaction. Puts clients first in everything they do by communicating clearly, courteously, respectfully and professionally with internal and external clients. This includes asking questions, seeking feedback, explaining ideas or policies, actively listening, using proper discretion, anticipating and meeting service needs, and using proper etiquette when communicating face to face, by telephone or in writing. Schedule appointments and aid clients via phone. Answer questions and respond to client needs/requests, seeks solutions to client/patient concerns, and reduces client anxiety whenever possible by troubleshooting issues related to small animal medicine duties, service failures and other problems including identifying and resolving the problem, making effective decisions, and escalating issues when appropriate. Essential Functions Assists with accurate electronic medical record keeping by ensuring all authorization forms are signed and completed records are forwarded to Medical Records for scanning. Provide a caring, reliable and knowledgeable first contact point for VMC. Place required documents in patient medical record. Prepare medical records with appropriate forms for the service. Maintain appearance small animal medicine areas according to VMC cleanliness standards. Help to maintain department appointment schedule. Answer incoming calls from within the VMC (staff, students, clinicians). Quickly and efficiently identifies distressed clients/patients and escalates to appropriate staff member when necessary. Triage incoming small animal medicine cases; utilize internal triage tracking system as appropriate. Process scheduling calls based on standards and guidelines for small animal medicine. Process general information calls by answering questions, taking messages and redirecting incoming calls. Process appropriate paperwork for new clients. Liaison between clients and clinicians. Problem-solve trouble calls. General Answer questions and explain procedures for interns, senior veterinary students, and student technicians. Recognize, document, and alert the supervisor of trends in client calls. Recommend process improvements Required to cover Customer Contact Center On-Call coverage a minimum of four (4) one week blocks from 11p - 5a Monday - Friday and 9p - 5a Saturday & Sunday. Required to work a minimum of two holidays per fiscal year. Willingness to cross train and assist in other areas as assigned Salary Range: $22.26/hr to $27.00/hr Qualifications All required qualifications must be documented on application materials. Minimum Qualifications: High School diploma / GED and four years of operations and/or student support 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. Preferred Qualifications/Selection Criteria: Veterinary call center, front desk, or admissions experience. Customer Service orientation, outstanding interpersonal skills, and problem solving skills. Effectively multi-tasks and reprioritize to meet job expectations. Willingness and ability to cross train and assist in other client areas as assigned. About the Department 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 35,0 0 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. Benefits Working at the University At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who are interested in lifelong learning. We prioritize work-life balance, allowing you to invest in the future of your career and in your life outside 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 the 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) Financial counseling services Employee Assistance Program with eight sessions of counseling at no cost with free or reduced rates in the Twin Cities metro area Please visit the for more information regarding benefits. How To Apply 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 cover letter and 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 [email protected] or call (612) 624-UOHR (8647). Diversity 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: Employment Requirements 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. About the U... For full info follow application link. 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.