Customer Service Representative - MDVC
University of Illinois

Customer Service Representative - MDVC

Medical District Veterinary Clinic

Position is located in Chicago, Illinois

Job Summary
The Customer Service Representative will represent the Medical District Veterinary Clinic in all communications with doctors, clients, staff, students and faculty while performing clerical duties including but not limited to answering and directing telephone calls, registering and discharging patients, scheduling appointments, process prescription refill request, responding to clinic emails, reconciling account balances, preparing records, and hospital census.

Duties & Responsibilities

• REGISTRATION, ADMISSION, AND SCHEDULING OF CLIENTS
  
  • Greets clients in-person and over the phone in a friendly and helpful manner. Determines nature and purpose of inquiry/visit and handles or directs appropriately.
  Must determine whether the current visit is the client's initial visit to the Clinic, verify the client's credit status with the Clinic, prepare patient records, and enter client and patient data into the hospital information system.
  • Responds to and resolves routine and complex inquiries from clients in order to provide or clarify information on hospital services, policies, and procedures.
  • Researches complex inquiries as needed and provides a point of contact for quality control concerns.
  • Refers unresolved customer grievances to designated personnel for further investigation.
  • Reports customer feedback, identifies problems and trends, and suggests resolutions.
  • Serves as a resource to other customer service employees
• RECORDS ADMINISTRATION
  
  • Notes in the electronic medical record any pertinent interactions detailing inquiries, complaints, and comments including any action taken.
  • Creates, updates, & revises client information in the electronic medical record and sorts confidential loose lab paperwork.
  • Transmits information or documents to clients.
  • Examines and maintains departmental records and reports.
  • Communicate with clients to facilitate prescription refills (online & phone) by coordinating the refills, charges, medical record documentation, and client payments.
• DISCHARGING AND BILLING
  
  • Receives payment for fees, bills, and assessments issued by the institution; verifies amount due as shown on statement against payment offered; gives change if necessary, and issues receipt and deposits payments received within a framework of detailed procedures and instructions and subject to limited personal discretion.
  • Balances daily transactions.
  • Responsible for entering charges and adjustments into the hospital information system.
• OTHER DUTIES
  
  • Performs other related duties as assigned.

Additional Physical Demands
Work is performed in a shared office/reception space. Persons allergic to animals, pollen, hay, or straw may experience discomfort in this position. The work is very fast paced and the work environment can be hectic and stressful at times. Persons must have the ability to work in the presence of animal waste and fluids.

Minimum Qualifications

Per SUCSS Class Spec High school diploma or equivalent. Any one or combination totaling three (3) years (36 months) from the following categories: college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent: 30 semester hours equals one (1) year (12 months) Associate's Degree (60 semester hours) equals eighteen months (18 months) 90 semester hours equals two (2) years (24 months) Bachelor's degree (120 semester hours) equals three (3) years (36 months) responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

Knowledge, Skills and Abilities

• Working knowledge of professional business office processes, clerical procedures, and medical office routines.
• Experience in customer service and ability to work well with others.
• Detail oriented with ability to think clearly and complete tasks in a busy work environment.
• Ability to multi-task as well as provide complete follow through.
• Ability to work with minimal supervision and frequent interruptions on a daily basis.
• Ability to continue to develop new methods and skills for dealing with clients and clinical staff successfully.
• Working knowledge of medical and veterinary terminology helpful.
• Knowledge of operating computers, phones, email, internet, faxing, credit card verification.
• Ability to perform basic math accurately.

Appointment Information

This is a 100% full-time Civil Service 4808 - Customer Service Representative position, appointed on a 12-month basis. The expected start date is as soon as possible. The previously determined salary range for this position was $20 to $23 per hour. Salary is competitive and commensurate with qualifications
and experience, while also considering internal equity.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx .

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (Central Time) on October 20, 2024. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact Valerie Eaton veaton@illinois.edu. For questions regarding the application process, please contact 217-333-2137.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify .

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal , or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu .

Requisition ID: 1027036
Job Category: Administrative Support
Apply at: https://jobs.illinois.edu

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