Customer Contact Centre Jobs (NOW HIRING)

This position is responsible for providing excellent client service and compassionate, professional handling of a variety of client interactions. Staff in this role, put clients first in everything they do by communicating clearly, 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.

Customer Contact Center Representatives greet and admit all clients and patients at the front desks of the Veterinary Medical Center, including the Lewis Small Animal Hospital, Piper Equine Hospital, and Large Animal Hospital, as well as schedule appointments and aid clients via phone and email. CCCRs answer questions and respond to client needs/requests, seek solutions to client/patient concerns, and reduce client anxiety whenever possible by troubleshooting issues related to Customer Contact Center duties, service failures, and other problems including identifying and resolving the problem, making effective decisions, and escalating issues when appropriate.

CCCRs interact effectively with others and actively participate as committed, collaborative team members. CCCRs act as proud ambassadors of the Veterinary Medical Center (VMC) and University of Minnesota by supporting their mission, vision, and values. All efforts are directed to the common good.  This includes remaining calm in difficult situations, assisting coworkers, sharing information, listening to and involving others, objectively considering others ideas and opinions, and interacting effectively with people from varied and diverse backgrounds.

CCCRs take personal responsibility in work each day to help VMC achieve its objectives by ensuring work activities are completed thoroughly, accurately, efficiently, and in a timely manner, ensuring quality standards are met, and continuously looking for ways to improve client service. All of these efforts help the VMC survive in a competitive environment.

Job Responsibilities 

• Delight clients and visitors by welcoming them to the VMC and provide a caring, reliable, and knowledgeable first contact point.
• Efficiently and accurately check-in / admit patients ensuring all quality standards are met and established protocols are followed, including verifying rDVM, client, and patient demographics, and ensuring the billing process is initiated.
• Assist with accurate electronic medical record keeping by ensuring all authorization forms are updated, signed and completed. Follow service guidelines to ensure that records are correctly downloaded, saved, scanned, and/or forwarded to internal services and staff.
• Utilize established protocols for walk-in clients seeking Emergency/Critical Care and Urgent Care services, or those who may be seeking other services and information.
• Notify proper personnel of the client/patients arrival, following specific guidelines.
• Give parking permits to all appropriate clients.
• Place required documents in patient medical records.
• Prepare medical records with appropriate forms for the service the patient is seeing.
• Register visitors as they enter the hospital and notify proper personnel of arrival.
• Assist clients with prescription pick-up and payment, including initiating contact with Pharmacy and After Hours Dispensary staff.
• Give directions to vendors, clients and visitors.
• Maintain appearance of front desk and lobby areas according to VMC cleanliness, health, and safety standards.
• Help to maintain service/department schedules.
• Answer incoming calls from within the VMC (staff, students, clinicians calling the front desks or call center).
• Follow hospital guidelines for collecting payments and discharging patients.
• Problem solve routine issues and escalate issues as needed/appropriate.
• Facilitate in-person and remote admission, visitation, and discharge of Large Animal Hospital patients.
• Use established protocol for calling in after-hours staff, including specialty teams, Customer Contact Center staff, The Raptor Center, and the Veterinary Diagnostic Lab.
• Follow accounting protocols for processing payments and deposits, opening/closing registers, and handling cash.
• Triage incoming small and large animal emergency cases; utilize internal triage tracking system as appropriate.
• Enter emergent and urgent appointments and consults on schedules for the Lewis Small Animal Hospital, Large Animal Hospital, and West Metro Equine Practice as appropriate; notify client of emergency processes, including reading required scripts.
• Process scheduling requests via phone and email based on standards and guidelines for each service.
• Process general information calls and emails by answering questions, taking messages, and redirecting incoming inquiries as appropriate.
• Process appropriate paperwork for new and existing clients.
• Answer questions and explain procedures for interns, senior veterinary students, and student technicians.
• Act as liaison between clients, referring clinics, and clinicians.
• Recognize, document, and alert supervisors of trends in client calls, emails, or faxes.
• Facilitate shadow experiences for new and existing staff within the VMC.
• Ability and willingness to cross train and assist in other areas as assigned.
• Other duties as assigned.

Work Schedule

Full-time float position, 40 hours, with Monday overnight from 9:00 PM5:30 AM and ThursdaySunday floating for the remaining 32 hours.

Work Environment

• This work is generally performed at The University of Minnesota, College of Veterinary Medicine, and at the Veterinary Medical Center.  
• This work environment may include exposure to noise, bright/low lighting, temperature variations, animal bodily fluids and waste, and allergens such as mold, dust, hay and animal hair and dander.

Supervision

• Immediate supervisor Customer Contact Center Supervisor
• Work direction given by Customer Contact Center Supervisor; Director of Client Services