Customer Contact Center Representative

Days/hours: Thursday & Friday, 2:30pm to 11:00pm, Saturday & Sunday, 3:30pm to 12:00am, Monday 2:30pm to 11:00pm

Essential Functions
Front Desk & Call Center (Small Animal Hospital & Large Animal Hospital)
* Delight clients and visitors by welcoming them to the VMC and provide a caring, reliable and knowledgeable first contact point.
* Efficiently and accurately admit patients ensuring all quality standards are met (including verifying rDVM, client, and patient demographics).
* Assist with accurate electronic medical record keeping by ensuring all authorization forms are signed and completed records are forwarded to Medical Records for scanning.
* Utilize established protocols for walk-in clients.
* Check-in and admit patients in a timely manner following established protocol.
* Ensure the billing process is initiated.
* 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.
* Register visitors as they enter the hospital and notify proper personnel of arrival.
* Assist clients with prescription pick-up and payment, including 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.
* Answer incoming calls from within the VMC (staff, students, clinicians calling Front Desk).
* Follow hospital guidelines for collecting payments and discharging patients.
* Ability to problem solve routine issues.
* Facilitate remote admission and discharge of Large Animal clients.
* Use established protocol for calling in after-hours specialty teams.
* Follow accounting protocols for processing payments and opening/closing registers.
* 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 processes.
* 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.

All required qualifications must be documented on application materials.

Minimum Qualifications:
High School diploma / GED and two (2) years of medical or veterinary office experience or medical appointment scheduling experience. Veterinary or medical training/education may be substituted for some of the 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.
* 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.

The Veterinary Medical Center (VMC) has served the community for more than a century. It is the most advanced, full-service referral care center for large and small animals in Minnesota. The
VMC sees more than 35,000 cases annually, with specialists available in all areas of medicine and surgery. More than 50 of the veterinarians on staff have undergone several years of
additional training to become board-certified specialists in a particular area of veterinary medicine.

The Veterinary Medical Center is comprised of the Small Animal Hospital for dogs, cats, and other companion animals, the Piper Clinic at the new Leatherdale Equine Center, for horses, and
the Large Animal Hospital, which treats farm animals, and occasionally, zoo animals.

Pay Range: $21.90 to $23.43, depending on education/qualifications/experience

Time Appointment Category: 75%-100% Appointment (If job description above does not specify appointment or expected weekly hours, assume a 100% appointment.)

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for the position and attach a resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).