Think Beyond The Label Jobs

Job Title

Customer Service Associate I - SA Client Liaison

Agency

Texas A&M University

Department

Vet Med-Teaching Hospital

Proposed Minimum Salary

Commensurate

Job Location

College Station, Texas

Job Type

Staff

Job Description

Our Commitment

Texas A&M University is committed to enriching the learning and working environment by promoting a culture that respects all perspectives, talents & lived experiences. Embracing varying opinions and perspectives strengthens our core values (https://www.tamu.edu/about/coreValues.html) which are: Respect, Excellence, Leadership, Loyalty, Integrity, and Selfless Service.

Who we are

The Texas A&M School of Veterinary Medicine & Biomedical Sciences (VMBS) is an institution that represents 100 years of growth from a small school of veterinary medicine in 1916 to its present role as a major veterinary educational, medical, and research center. Today, we are one of the largest schools of veterinary medicine in the United States, training nearly 600 Doctor of Veterinary Medicine students each year. We support collaboration and teamwork that turns today's discoveries into proactive solutions for animals, humans, and the environment. Together, we strive to support the goals of the faculty, staff and students in teaching, research and outreach programs. To learn more, please visit our website https://vetmed.tamu.edu/

What we want

The Customer Service Associate I, SA Client Liaison is responsible for patient flow from arrival to the treatment area while providing professional, courteous, exceptional customer service and making clients and patients feel comfortable and welcome. Client Liaisons assist in managing client registration, patient flow, educating and updating clients, maintaining the hospital aesthetics, among other customer focused functions.

What you need to know

Compensation will be commensurate to selected hire’s experience.

Required Education and Experience:

• High School graduation or an equivalent combination of education and experience.

• Two years of related experience in office or clerical work

Required Knowledge, Skills, and Abilities:

• Ability to work in fast paced environment around frightened, painful patients.

• Must possess good public relations skills, ability to actively listen, and problem-solve.

• Ability to gather/audit/compare information.

• Ability to multi-task and work cooperatively with others.

• Working knowledge of word processing, spreadsheet, and/or date entry applications.

Preferred Qualifications:

• Bachelor’s Degree

• Hospitality Management Certificate or Customer Service Certificate

• Experience in Veterinary or Medical setting. Experience entering information in an electronic medical record.

Preferred Knowledge, Skills, and Abilities:

• Bilingual in English and Spanish

Responsibilities:

• Assist assigned specialty service: Escorts patient to service’s treatment area. Updates staff on presenting complaint, patient weight and code status. Adds patient signalment to treatment board. Updates board as needed. Returns personal property such as: collars, blankets carriers, to owners. Facilitates returning property that is left in hospital. Assists service with patient flow within hospital. Ensures consent forms signed and scanned into medical record. Scans and attaches rDVM records as well as monitor service email or hospital fax for client or rDVM communications. Answers phone, directs calls, and schedules appointments as appropriate. Documents patient weight on chart and print emergency drug sheets and other initial paperwork. Transports patients on gurney as needed, ensures alerts on charts are noted and followed. Orients and sets expectations with the client for the type of appointment patient is here for. Works within services/teams to assist with client interactions as appropriate between clients and service. Educates students of processes and expectations during rotations. Audits invoices during patient’s stay in the hospital.

• Admission Duties: Assists client and patient into hospital. Ensures the exam room is clean and wiped down before using. Writes the patient's name on the dry erase board. Escorts clients and patients to an exam room after obtaining and recording patient weight in a safe and proper manner. Welcomes them to the hospital. Verifies account information with client and/or chart for patient while correctly explaining VMTH policy and procedures in a professional manner (update/correct information if needed). Notifies services and appropriate personnel of patient arrival. Documents all information in correct systems, databases, etc. Verifies all proper forms and treatment approval obtained and attach to medical record. Notates any concerns regarding the, such as, aggressive behavior so that proper Alerts are maintained within the electronic medical records.

• During Patient Visit Duties: Escorts clients to lobby once students/interns/residents/faculty have spoken to clients to gather information needed for the exam/treatment/visit. Offers any assistance that may make the visit more comfortable for the client (ex: coffee, directions to local eateries/attractions, etc.). Engages client by offering services such as the EASE application or information regarding the Client Portal. Reviews information with the client and offer clarification if needed. Assists in collecting proper deposit/payment for services to be rendered while properly explaining the financial policies of the VMTH. Relays any information between the service providers and the client, as needed.

• Discharge Duties: Explains billing invoice and escort client to be discharged or to collect payment. Provides information regarding alternative options according to the policy and procedures of VMTH. Verifies any future needs, such as, return appointments. Audits patient invoices to communicate with services and front desk staff regarding financials and charges. Documents all appropriate information in correct systems, databases, etc. Verifies with the client that all their questions are answered while reviewing visit summary. Assists the clients and patients, to the client’s vehicle if needed. Maintains exam rooms and lobbies by cleaning up any visible fur/hair/etc. from the floors and surfaces and discard any trash. Enlists help from proper work groups for additional housekeeping needs.

• Client Care/Customer Care: Assists or directs clients/customers to appropriate resource for any issues that may arise during the visit to the SAH. Communicates with in-house counsel to assist clients and staff. Performs other duties as assigned.

Instructions to Applicants: Applications received by Texas A&M University must either have all job application data entered or a resume attached. Failure to provide all job application data or a complete resume could result in an invalid submission and a rejected application. We encourage all applicants to upload a resume or use a LinkedIn profile to pre-populate the online application.

All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check.

Equal Opportunity/Affirmative Action/Veterans/Disability Employer.

Howdy and thank you for your interest in a career with Texas A&M University. As the flagship campus of The Texas A&M University System, we are located in College Station, Texas with a student population of more than 74,000 and nearly 14,000 faculty and staff.The Spirit of Aggieland is unmistakable. We are a unique American institution, fostering a culture of friendliness, compassion and respect for one another. Our unique history and rich traditions make Texas A&M special.From our benefits package and professional development opportunities to our retirement programs, Texas A&M is a great place to work. Your path to a great career starts here!Equal Opportunity/Affirmative Action/Veterans/Disability Employer.

If you need assistance in applying for this job, please contact (979) 845-5154.

Useful Links:

• Benefit Programs (https://www.tamus.edu/business/benefits-administration)

• Retirement

• Employee Discount Program (https://employees.tamu.edu/benefits/healthy-behaviors/perks.html)

• Flexible Spending Accounts

• University Holidays (http://www.tamus.edu/business/human-resources/am-system-holidays/)

• Legal Statements

• New Employee Orientation (https://employees.tamu.edu/orgdev/courses.html#EmployeeOrientations)

• Prospective Employees

• Safety and Security Notices (https://orec.tamu.edu/clery/annual-security-report/)

• Training and Development

• USERRA (https://www.dol.gov/agencies/vets/programs/userra)

• Nondiscrimination Notice