Days/hours - this is a float position, with variable hours
Essential Functions (70%) Front Desk (SAH) • Delights clients and visitors by welcoming them to the VMC and provides a caring, reliable and knowledgeable first contact point. • Efficiently and accurately admits patients ensuring all quality standards are met. (ie verifying rDVM, client, and patient demographics) • Assists with accurate electronic medical record keeping by ensuring all authorization forms are signed and completed records are forwarded to Medical Records for scanning. • Utilizes established protocols for walk-in clients. • Provide a caring, reliable and knowledgeable first contact point for VMC. • Timely check in and admission of patients, take deposits as appropriate. • Ensures the billing process is initiated and adds exam fees as appropriate. • 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. • Be sure visitors are registered before entering the clinic; notify proper personnel of arrival. • Assist clients with prescription pick-up by 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. • Help to maintain department appointment schedules. • Give parking permits to all appropriate customers. • Answer incoming calls from within the VMC (staff, students, clinicians calling Front Desk). • Remote admission and discharge of Large Animal clients. • Uses established protocol for calling in after-hours specialty teams • Follows accounting protocols for opening/closing registers. • Follows hospital guidelines for taking deposits and discharging patients. • Quickly and efficiently identifies distressed clients/patients and escalates to appropriate staff member when necessary. • Ensures visitors are registered before entering the clinic, notifying proper personnel of arrival before clients enter clinical area.
Call Center (25%) • 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 procedures and cost. • 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. • Liaison between clients and clinicians. • Problem-solve trouble calls.
General (5%) • Answer questions and explain procedures for interns, senior veterinary students, and student technicians. • Required to work a minimum of two holidays per fiscal year. • Willingness to cross train and assist in other areas as assigned.
.Hourly Salary Range: $15.69 to $22.49 USD/hour
The University of Minnesota offers a comprehensive benefits package including:
Competitive wages, paid holidays, vacation and sick leave
Low cost medical, dental, and pharmacy plans
Health care and dependent daycare flexible spending accounts
Excellent retirement plans with employer match
Disability and employer paid life insurance
Wellbeing program with reduced insurance premiums
Tuition reimbursement opportunities covering 75%-100% of eligible tuition
Student loan forgiveness opportunity
Opportunities for growth and promotion
Employee Assistance Program
For more information regarding benefits: https://humanresources.umn.edu/sites/humanresources.umn.edu/files/2018_tcd-cslr-75100-ben-0105-7.pdf
All required qualifications must be documented on application materials.
• High School diploma / GED and two years of medical or veterinary office experience (training/education may be substituted for some 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. • Medical appointment scheduling 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. • Ability to problem solve in emergency setting.
Internal Number: 329526
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.