Veterinary Customer Services Representative

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 & 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 J. T. Vaughan Large Animal Teaching Hospital.

This position involves direct contact with animals susceptible to rabies. Employees in this role must complete a rabies pre-exposure vaccination series and maintain adequate rabies antibody titer (>=0.5 IU/mL) as recommended by CDC guidelines. Auburn University will cover the cost of the rabies vaccination series, periodic titer checks, and any necessary boosters.

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

Responsibilities

• 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.

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: Degrees may be accepted in lieu of experience.