Client Services Assistant

What You'll Do

• Welcome, direct and assist clients and patients from our hospital lobby (greeter with mobile work station) or at the reception desk
• Serve as a liaison between clients and hospital services
• Register and arrive clients (both scheduled and emergency)
• Review and update client and patient information
• Review estimate with client and collect deposit
• Request client signatures on the inpatient consent form and estimate
• Review hospital visitation and discharge policies
• Cook up discharges with clinical team, give client finalized discharge report, medication and pet food as directed
• Schedule appointments for clients
• Report client safety issues to Campus Police and supervisor
• Follow new reception protocols under COVID-19 safety guidelines
• This includes all client interaction via phone
• Utilizing Cisco Jabber and Avaya for internal and external communication
• Medical Records – Manage all aspects of patients’ medical records including:
• Scan client records into Stringsoft
• Ensure quality of scanned records
• Print and copy medical records for clients as requested
• Miscellaneous Support of the Medical Records Dept. on an as needed basis
• Administration – Appointment Management: Effectively manage clinician schedules including the following responsibilities:
• Schedule initial and follow-up patient appointments with appropriate service and clinician
• CANCEL and reschedule appointments as needed
• Educate clients on hospital policies and protocols including financial policy
• Relay service-specific requirements and information to clients
• Establish medical record
• Cook up paperwork for drop-offs and discharges
• Switchboard - Responsibilities include:
• Receive and direct all incoming calls for SAH, HLA, Administration, and Wildlife
• Relay all inpatient updates to clients
• Call in emergency surgery teams
• Triage emergency calls and routing to the ER Staff as needed
• Locate clinical staff for priority calls
• Take messages for all clinical staff
• Notify RDVMS of patient status
• Report any campus phone issues to Medford Telecommunication
• Respond to questions from the general public on hospital policy
• Miscellaneous - Other duties as assigned by supervisor and assistant supervisor
• Attend and participate in monthly meetings
• Create and write SOPs (standard operating procedures) as they pertain to your job
• Create and complete annual goals that enhance department operations
• Attend annual CE in client service, wellness and leadership

  What We're Looking For

  • Basic Requirements: Knowledge and experience typically acquired by: High School Diploma or equivalent 2 years of customer service experience Exceptional communication skills (both in person and by telephone).
  • Ability to prioritize multiple responsibilities within a busy clinical setting.
  • Ability to effectively work as a member of a diverse team of clinical and administrative professionals.
  • Skilled in providing empathy and compassion to bereaved clients
  • Basic computer skills including familiarity with Microsoft Office and the ability to learn the electronic medical record system.
  • Able to type a minimum of 40 words per minute.
  • Able to lift up to 40 lbs. with or without accommodation.
  • Preferred Qualifications: Associate's Degree in relevant field of study. or Bachelor's Degree in relevant field of study. 3+ years of customer service experience, particularly in the fields of veterinary or human medicine Experience in the Animal or Veterinary Industry Exceptional Client Service Awards and/or acknowledgments
  • Knowledge of medical/veterinary terminology
  • Certifications in leadership development and/or client service areas