Overview
Customer Contact Center Representative Jobs in Minneapolis, MN at University of Minnesota
All required qualifications must be documented on application materials.
Minimum Qualifications:
High School diploma / GED and four years of operations and/or student support 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.
Days/Hours: Sunday to Thursday, 6:00am to 2:30pm
Description of Position
This position is responsible for providing excellent client service and compassionate, professional handling of a variety of client interaction. Puts clients first in everything they do by communicating clearly, courteously, respectfully and professionally with internal and external clients. This includes asking questions, seeking feedback, explaining ideas or policies, actively listening, using proper discretion, anticipating and meeting service needs, and using proper etiquette when communicating face to face, by telephone or in writing
Essential Functions
Front Desk & Call Center (Lewis Small Animal Hospital, Piper Equine Hospital, and Large Animal Hospital)
Delight clients and visitors by welcoming them to the VMC and provides a caring, reliable and knowledgeable first contact point.
Efficiently and accurately check-in / admit patients ensuring all quality standards are met and established protocols are followed, including verifying rDVM, client, and patient demographics, and ensuring the billing process is initiated.
Assist with accurate electronic medical record keeping by ensuring all authorization forms are updated, signed and completed. Follow service guidelines to ensure that records are correctly downloaded, saved, scanned, and/or forwarded to internal services and staff.
Utilize established protocols for walk-in clients seeking Emergency/Critical Care and Urgent Care services, or those who may be seeking other services and information.
Notify proper personnel of the client/patient’s arrival, following specific guidelines.
Give parking permits to all appropriate customers.
Place required documents in patient medical record.
Prepare medical records with appropriate forms for the service the patient is seeing.
Register visitors as they enter the hospital and notify proper personnel of arrival.
Assist clients with prescription pick-up and payment, including initiating contact with Pharmacy and After Hours Dispensary staff.
Give directions to vendors, clients and visitors.
Maintain appearance of front desk and lobby area according to VMC cleanliness , health, and safety standards.
Help to maintain service/department schedules.
Answer incoming calls from within the VMC (staff, students, clinicians calling the front desks or call center).
Follow hospital guidelines for taking deposits and discharging patients.
Problem solve routine issues and escalate issues as needed/appropriate.
Facilitate in-person and remote admission, visitation, and discharge of Large Animal Hospital patients.
Use established protocol for calling in after-hours staff, including specialty teams, Customer Contact Center staff, The Raptor Center, and the Veterinary Diagnostic Lab.
Follow accounting protocols for processing payments and deposits, opening/closing registers, and handling cash.
Triage incoming small and large animal emergency cases; utilize internal triage tracking system as appropriate.
Enter emergent and urgent appointments on schedules for the Lewis Small Animal Hospital, Large Animal Hospital, and West Metro Equine Practice as appropriate; notify client of emergency processes, including reading required scripts.
Process scheduling requests via phone and email based on standards and guidelines for each service.
Process general information calls and emails by answering questions, taking messages, and redirecting incoming inquiries as appropriate.
Process appropriate paperwork for new and existing clients.
Answer questions and explain procedures for interns, senior veterinary students, and student technicians.
Act as liaison between clients, referring clinics, and clinicians.
Recognize, document, and alert supervisors of trends in client calls, emails, or faxes.
Facilitate shadow experiences and provide training/mentorship for new and existing staff within the VMC.
Be a point person to help troubleshoot difficult calls and in-person situations.
Provide support for additional projects within the CCC and VMC, as assigned.
Be cross-trained to work at the Piper Equine Hospital front desk and facilitate scheduling for large animal patients.
Assist with high level tasks such as handling medical records, processing complicated payments, and being part of committees and tasks force groups.
Ability and willingness to cross train and assist in other areas as assigned.
Other duties as assigned, including, but not limited to: processing outgoing and incoming mail, handling patient cremains, and providing backup to the VMC Client Accounts Coordinator.
Knowledge, Skills and Abilities:
Ability to work without close supervision.
Keen attention to detail.
Strong interpersonal skills (is courteous, respectful, trustworthy, has a strong work ethic).
Must posses a teaching and service orientation, as well as a positive attitude.
Using resources wisely, including supplies, downtime, and computers/internet.
Being available and approachable to their team and others.
Communicating (speaks/listens/responds) in a respectful, positive, and timely manner to clients, staff, coworkers and supervisors.
Ability to quickly and efficiently identify distressed clients/patients and escalates to appropriate staff member / supervisor when necessary.
Looking for and supporting quality improvement, including recognizing, documenting, and alerting the supervisor of customer service trends.
Ability to effectively multi-tasks and reprioritize to meet job expectations.
Supporting the mission and values of the VMC and displays organizational citizenship behavior.
Required to cover Customer Contact Center on-call/overnight vacation coverage approximately 22 days per fiscal year.
Required to work a minimum of two holidays per fiscal year.
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.
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 [email protected] 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).
Title: Customer Contact Center Representative
Company: University of Minnesota
Location: Minneapolis, MN
