Essential Functions Front Desk & Call Center (Small Animal Hospital & Large Animal Hospital) • Delight clients and visitors by welcoming them to the VMC and provide a caring, reliable and knowledgeable first contact point. • Efficiently and accurately admit patients ensuring all quality standards are met (including verifying rDVM, client, and patient demographics). • Assist with accurate electronic medical record keeping by ensuring all authorization forms are signed and completed records are forwarded to Medical Records for scanning. • Utilize established protocols for walk-in clients. • Check-in and admit patients in a timely manner following established protocol. • Ensure the billing process is initiated. • Notify proper personnel of the client’s arrival following specific guidelines. • Place required documents in patient medical record. • Prepare medical records with appropriate forms for the service they are seeing. • Register visitors as they enter the hospital and notify proper personnel of arrival. • Assist clients with prescription pick-up and payment, including notifying After Hours Dispensary staff. • Give directions to vendors, clients and visitors. • Maintain appearance of front desk and lobby area according to VMC cleanliness standards. • Answer incoming calls from within the VMC (staff, students, clinicians calling Front Desk). • Follow hospital guidelines for collecting payments and discharging patients. • Ability to problem solve routine issues. • Facilitate remote admission and discharge of Large Animal clients. • Use established protocol for calling in after-hours specialty teams. • Follow accounting protocols for processing payments and opening/closing registers. • Triage incoming Small and Large animal emergency cases; utilize internal triage tracking system as appropriate. • Enter appointments on Large Animal, Small Animal, and West Metro emergency schedule as appropriate; notify client of emergency processes. • Process scheduling calls based on standards and guidelines for each service. • Process general information calls by answering questions, taking messages and redirecting incoming calls. • Process appropriate paperwork for new clients.
Salary Range: $17.41 to $23.52 USD/hour
All required qualifications must be documented on application materials.
Minimum Qualifications: High School diploma / GED and two (2) 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.
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.
Internal Number: 339920
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.