"Veterinary Customer Services Representative"

Job Summary

Are you a superb customer service professional with a passion for animals? Do you enjoy helping veterinary patients and clients? Find satisfaction in contributing to a medical team? Look no further! If you're ready to be part of something great, come join our incredible team at AUCVM as we seek a Veterinary Customer Services Representative to perform clerical duties related to veterinary care.

Here at the College of Veterinary Medicine, you'll contribute to a veterinary team by compiling a thorough medical record, processing client-owned animals for admission into and discharge from Auburn University Veterinary Teaching Hospitals, and serving as the frontline contact with our clients. Customer service representatives liaison with referring veterinarians, facilitate admission of patients needing emergency medical care and guide clients through the process of deciding which area of the hospital suits their patient's needs. In this position, you will play a critical role in the medical process and ensure the team has the information they need to make a difference for each patient. This position will primarily be focused within the Vaughan Large Animal Teaching Hospital, with cross-training in the Small Animal Hospital required.

Learn more about VET MED and take a campus tour here: https://www.auburnvetmed.com/

Essential Functions

• Welcomes clients to the hospital, registers clients' animals that are in need of medical attention and verifies client, patient, and referring veterinarian demographics.
• Ensures all proper paperwork is completed, gathers records from other veterinary facilities as needed, compiles the physical medical record, and alerts the appropriate clinical personnel of the patient's arrival.
• Appropriately directs clients to areas within the clinic for animal care and continues to ensure client's visit is successful.
• Communicates frequently with the clinical team regarding patient/client needs and expectations.
• Receives and screens telephone calls to include scheduling appointments; provides information and assistance to callers and/or visitors regarding clinic and hospital procedures and processes; determines appropriate course of action, referral, or response.
• Contacts clients to confirm appointments, providing clients any information or instructions needed prior to their appointment.
• Communicates admissions information, fees, discharge date(s), clinic regulations, or other clinic services to clients.
• Discharges clients in a timely and appropriate manner. Ensures bill order is complete and has been verified by hospital auditors, ensures all medications have been given to the client.
• Addresses any past accounts or financial follow-ups. Confirms client does not have any further clinical questions.
• Generates, analyzes, validates, and verifies, financial records in-house as well as prepares, records, and verifies daily deposits and cash reports for Bursar's office.
• Abides by rules and regulations for Veterinary Client Representatives as defined by the American Animal Hospital Association and policies and protocol of the College of Veterinary Medicine and teaching hospitals.

Why Work at Auburn?

• Life-Changing Impact: Our work changes lives through research, instruction, and outreach, making a lasting impact on our students, our communities, and the world.
• Culture of Excellence: We are committed to leveraging our strengths, resources, collaboration, and innovation as a top employer in higher education.
• We're Here for You: Auburn offers generous benefits, educational opportunities, and a culture of support and work/life balance.
• Sweet Home Alabama: The Auburn/Opelika area offers southern charm, vibrant downtown scenes, top-ranked schools, and easy access to Atlanta, Birmingham, and the Gulf of Mexico beaches.
• A Place for Everyone: Auburn is committed to fostering an environment where all faculty, staff, and students are welcomed, valued, respected, and engaged.

Minimum Qualifications

Level I: High school diploma or equivalent.

Level II: High school diploma or equivalent plus 2 years of experience in a veterinary, medical office, or hospital setting working with medical records and hospital information systems.

Substitutions allowed for Experience: Graduate degrees may be accepted in lieu of experience.

Desired Qualifications

• Medical office experience
• Previous experience in a referral veterinary practice is highly desired
• Excellent written and interpersonal communication skills, including public speaking skills; customer service skills; experience with medical software such as an electronic medical record, practice management software, scheduling system, billing system, etc.
• Education beyond the high school diploma or equivalent from an accredited institution is desired
• Excellent stress management and critical thinking skills
• Comfortable handing and working with large animals, such as horses, cattle, etc.

Salary Range:

$31,200-$43,090

Job Category:

Agricultural/Veterinary Medicine

City position is located in:

Auburn

State position is located:

Alabama