Upper Midwest HERC

Description of Position
This position is responsible for leading Veterinary Medical Center (VMC) customer service professionals in providing excellent client service and compassionate, professional handling of a variety of client interactions (Small and Large Animal Front Desk greeting, Equine Center Front Desk greeting, answering phone calls in the Call Center). Supervise client/patient admission process (Front Desk) and appointment scheduling processes (Call Center). Plan, organize, and coordinate daily activities and schedules for customer service staff. Supervise post-visit referral communication process (faxing to referring DVMs), develop procedures and reference material for staff. Continuously look for ways to improve client service, helping the VMC survive in a competitive environment.

Days/Hours: Monday to Friday, 2:30pm to 11:00pm, with two weekend shifts per month

Essential Functions
This position will serve as a working supervisor, with approximately 35% of their time spent directly working at the Front Desk or assisting with Call Center duties as necessary. The additional time will be spent doing the following tasks:

Front Desk & Call Center (SAH & LAH) – 35%
• Triage incoming Small and Large animal emergency cases.
• Efficiently and accurately admit patients ensuring all quality standards are met
• Assist with accurate electronic medical record keeping by ensuring all authorization forms are signed and completed records are forwarded to Medical Records for scanning.
• Ensure the billing process is initiated. Audits bills for accuracy and completeness.
• Answer incoming calls from within the VMC (staff, students, clinicians calling Front Desk).
• Use established protocol for calling in after-hours specialty teams.
• Follow accounting protocols for processing payments and opening/closing registers.

Responsible for training and onboarding new staff and student workers. – 25%
• Coordinates training schedules in conjunction with daytime supervisor.
• Develops and maintains the training checklists.
• Schedules training for new staff and participates in remedial training for existing employees

Plans, prepares and devises work schedules, checks headcount and attendance daily. – 20%
• Coordinate schedules for 7 full time staff working at the Small Animal Front Desk, supporting our after-hours and emergency services.
• Customer service areas need to be adequately staffed to provide time for staff breaks, meetings and development while maintaining customer service standards and minimizing both overtime and downtime.
• Needs to effectively communicate changes to staff schedules to staff.
• Needs to be able to quickly reorganize schedules to ensure that areas are covered in the event of unplanned absences.

Develops and motivates customer service staff. -10%
• Provides coaching and mentoring related to customer service complaints, compliments, escalations, etc.
• Coaches customer service professionals to superior customer service performance and acknowledges team success.
• Monitors service calls to observe customer service professional's demeanor, technical accuracy and conformity to best practices.

Proactively looks for ways to increase customer service levels. – 5%
• Monitors post-visit communication work list, service email and fax to ensure that service standards for follow-up are being maintained.
• Answers questions and recommends corrective services to address customer complaints.
• Manages difficult or emotional customer situations.

Works with other services to ensure that patient flow through the hospital is smooth and seamless. – 5%
• Meets with other supervisors and managers to share customer service related information and discover solutions to customer service roadblocks.
• Monitors the bills of in-hospital patients to ensure accurate and timely billing practices.
 

All required qualifications must be documented on application materials

Required Qualifications:
BA/BS plus at least two years of experience or a combination of related education and work experience to equal at least six years. Six years of education and/or experience may be a combination of veterinary, medical, and/or customer service experience.

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.

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