Client Service Representative - CUHA - Cornell University : Job Details

The Cornell University College of Veterinary Medicine (CVM) seeks a Client Services Representative to join the team at the Cornell University Hospital for Animals (CUHA). To be successful in this position, the individual should genuinely care about people and animals, possess excellent communication skills, be highly organized, have strong public relations skills, take initiative to problem-solve, demonstrate active listening skills, show confidence in handling customer interactions, build relationships, project a professional image, and possess good interpersonal skills.

The job responsibilities include, but are not limited to:

• Greet clients and visitors promptly and courteously, gather and enter patient/client information, answer a multi-line phone system, notify clinical services of client's arrival.
• Review the current day schedule and update incomplete information.
• Be knowledgeable and familiar with CUHA policies and procedures and be able to explain and provide clarification as needed.
• Prepare and audit invoices, process final payments, refunds, and collect & post deposits for hospitalized patients.
• Verify home instructions have been emailed to referring veterinarians and maintain a balanced cash drawer, paying close attention to cash control and potential loss exposure.
• Schedule re-check appointments for services prior to discharge.
• Maintain a calm demeanor during emergency situations; respond effectively to various personalities and sense when someone is in distress; demonstrate sincere empathy and compassion both in-person and on the phone.

Required Qualifications:

• High School or Associate degree in relevant field of study and 2-4 years of relevant customer service experience required.
• Excellent customer service skills.
• Ability to effectively communicate in written and verbal form.
• Ability to maintain a calm demeanor during emergency situations.
• Ability to set and change priorities and solve problems in a fast-paced, high-pressure environment while maintaining a positive friendly attitude.
• Ability to work accurately with attention to detail and perform basic financial calculations involving money with accuracy.
• Ability to work efficiently in a busy hospital environment using sound judgment when handling emergency situations.
• Basic computer and technical skills including familiarity with Microsoft Office and the ability to learn the electronic medical record and other software programs.

Preferred Qualifications:

• Previous experience in a medical or veterinary office.
• Knowledge of medical terminology, veterinary medicine, medical records, and billing systems.
• Experience in a high-volume call operation handling multiple phone lines.
• Exceptional Client Service Awards and/or other acknowledgment.
• Certifications in leadership development and/or client service areas.

Important Details about the Position:

• This is an onsite position located in Ithaca, NY.
• We are unable to provide Visa sponsorship, now or in the future, for this position.
• Relocation assistance will not be provided for this position.

While the regular business hours are 7:30am - 4:00pm on Wednesday - Saturday and Monday, the specific schedule may change to meet the needs of the business, requiring employees to work early mornings, evenings, weekends and University holidays and scheduled breaks.

The Following Documents are Required to be Submitted with your Application:

• Resume
• Cover Letter

What We Offer:

Great benefits! Cornell receives national recognition, as an award-winning workplace for our health, wellbeing, sustainability, and diversity initiatives.

• 3 weeks of paid vacation.
• 13 additional holiday days with generous holiday pay if you work on those days.
• An award-winning employer provided benefits program including comprehensive health care options, access to wellness programs, employee discounts with local and national retail brands, generous retirement contributions, and impressive educational benefits.

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Employees are expected to meet all of the Cornell University Staff Skills for Success, which are essential for individual and organizational success.

Who We Are:

The CUHA provides 24-hour care for pets 365 days of the year. The schedule for this position requires flexibility to ensure that adequate patient care and service needs are provided without interruption or exception. Schedule may include University and calendar holiday coverage to meet business needs. If business needs change, a position/individual may be realigned within the CUHA to a different shift or schedule. The Client Service Representative position is in the overall client service holiday rotation schedule.

EEO Statement:

Diversity and Inclusion are a part of Cornell University's heritage. We are a recognized employer and educator valuing AA/EEO, and we do not tolerate discrimination based on any protected characteristic. We encourage individuals from underrepresented and/or marginalized identities to apply.