"Terry Center Service Coordinator"

Terry Center Service Coordinator

Company:
North Carolina State University

Job Location:

Category:
Veteran and Military Services

Type:
Full-Time

Join the Pack! A community with nearly 8,000 faculty and staff, and 30,000 students. NC State is one of the largest employers in North Carolina, offering a large range of career opportunities. Visit us at https://jobs.hr.ncsu.edu/.

Department: 192001 - CVM Teaching Hospital

Location: Raleigh, NC

Essential Job Duties:
The Service Coordinator is an integral hub for service, communication, and organization within the NC State Veterinary Hospital. This position ensures operations adhere to service standards for current and prospective clients, referring veterinarians, and internal teams. The Service Coordinator coordinates patient referrals, consultations, and appointments, maintains accurate medical and administrative records, and supports the overall workflow of assigned services. Acting as a subject matter expert, the Service Coordinator develops and maintains training resources, supports departmental staff, and provides backup coverage for front-facing Client Service Representatives and other roles as needed. This role requires a proactive, detail-oriented problem-solver who thrives in a fast-paced environment, demonstrates exceptional communication and organizational skills, and ensures seamless coordination across hospital teams while supporting the Hospital's mission, policies, and SOPs.

Key Responsibilities

• Referral & Service Coordination: Manage patient consultations, referrals, and appointments based on medical status, ensuring accurate scheduling, timely adjustments, and communication with clinical teams and referring veterinarians.
• Medical & Administrative Records: Collect, verify, and summarize information from multiple sources, maintain accurate electronic and paper records, consent forms, and documentation, and audit medical records and invoices to identify and resolve discrepancies.
• Client & rDVM Liaison: Serve as a behind-the-scenes liaison for clients and referring veterinarians, responding to concerns, providing updates, and ensuring satisfaction and service continuity.
• Financial & Operational Support: Provide initial financial estimates for referrals, monitor deposits and billing accuracy, process transactions, and collaborate with the Business Office to resolve discrepancies and maintain operational efficiency.
• Emergency & Problem Solving: Assess urgent situations, triage concerns according to hospital guidelines, notify clinical staff promptly, and facilitate appropriate follow-up, including patient discharge and referral coordination.
• Training & Team Support: Develop and maintain training manuals, provide guidance and cross-training to new or temporary staff, support hospital information system use, and provide backup coverage for Client Service Representatives and Clinical Liaisons.

Key Qualifications

• Communication Skills: Ability to maintain professional and effective communication under pressure.
• Customer Service Excellence: Demonstrated passion for helping people and providing a positive, empathetic experience.
• Administrative Proficiency: Strong multitasking skills with the ability to manage phones, emails, referrals, and financial documentation simultaneously.
• Adaptability: Readiness to support the team and assume multiple roles as operational needs dictate.
• Physical Requirements: Ability to lift up to 30 pounds frequently, with or without reasonable accommodations.

Other Work/Responsibilities:

• Other duties as assigned.

Minimum Experience/Education:
High School Diploma or equivalency and one year of related office experience; or equivalent combination of training and experience.

Required Qualifications:
N/A

Preferred Qualifications:

• Previous client service experience in a veterinary or medical setting. Knowledge of medical records software, MS Office products and/or Google Apps (or similar software), email, fax and copy machines.
• Excellent verbal and written communication skills, and strong organizational and multitasking skills.
• Exceptional customer service skills and the ability to interact professionally with clients, faculty, and staff in demanding situations.
• Ability to interpret hospital guidelines and client needs to determine emergency situations.
• Emotional intelligence, ability to empathize, and the ability to mentally process difficult cases.

Required license or certification:
N/A

Position Number: 00111775

AA/EEO Statement:
NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-513-0574 to speak with a representative of the Office of Equal Opportunity.

If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.

NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

Apply Now