The posting
Job Description
The University of Tennessee, College of Veterinary Medicine, invites applications for the position of Client Services Specialist, primarily supporting the Large Animal Clinical Sciences’ reception desk. Under the general direction of the Client Services manager, registers, admits, and discharges patients from the hospital and collects deposits and payments for services. Reconciles daily account activity report with the daily receipts on hand (approximately $11.8m/year). Facilitates communication between clients and hospital personnel.
The Veterinary Medical Center is operational 24 hours a day, 7 days per week, and 365 days per year. This position’s work hours are Monday, Tuesday, Wednesday, Saturday, and Sunday, 4 PM to midnight, including occasional holidays.
Responsibilities
- Greet clients, admit and discharge patients. Collect deposits and payments for services.
- Verify client, animal, referring veterinarian, primary veterinarian, and insurance information is correct when client checks in for appointment.
- Facilitate communication between clients and specialty services to obtain patient status and progress reports for clients
- Perform front line triage and assessment of patients arriving for appointments to detect and respond to emergent/urgent cases as per standard operating procedures.
- Schedule appointments at time of patient discharge in accordance to each service’s standard operating procedures. Consult with clinicians and/or technicians for appointment needs that fall outside of standard operating procedures.
- Initiate medical record for new patients and prepare paperwork for appointments
- Obtain medical charts and prepare paperwork for upcoming appointments
- Field client complaints and refer them to appropriate party for follow-up
- Maintain confidential client and patient information
- Assist clients with understanding financial policy and finding solution to financial challenges
- Provide maps, directions, and accommodation information to clients
- Provide backup coverage for other reception areas, when needed
- Make recommendations concerning process and procedure improvements for area
- Maintain appearance of reception and waiting areas
- Communicate as needed with other functional areas regarding matters related to the legal medical record, release of information, appointment visit issues, billing and financial issues. Provide secondary support for all of these functions on occasions when their offices are closed.
- Console clients during times of grief, anxiety, uncertainty, and anger.
- Facilitate client comfortability
- Other front desk duties, as required
- Perform reconciliation daily for payments received to meet the standards of UT financial policy and the Office of Audit and Compliance.
Qualifications
Depending on the experience and qualifications of the successful candidate, position will begin as a Client Services Specialist 1, 2, or 3.
Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment-based visa status.
Client Services Specialist 1:
- Minimum Education: High school degree or equivalent
- Minimum Experience:Must be at least 18 years of age Minimum 1 year of experience in an office or other customer service setting
- Knowledge, Skills, & Abilities: Exceptional customer service skills Critical thinking and problem-solving skills Organizational and multi-tasking skills Ability to triage incoming cases and calls to determine potential emergent cases and respond appropriately Leadership and communication skills Intermediate computer skills Money handling skills Ability to communicate effectively with a diverse population Ability to identify and anticipate needs of the clients and clinicians to ensure a high level of client care Ability to work with others in a respectful and cooperative manner Ability to work under stressful or demanding conditions Ability to maintain professional demeanor Ability to maintain confidentiality Ability to follow instructions and standard operating procedures Ability to work with limited supervision Large Animal (Equine/farm animal) knowledge is preferred.
- Preferred Experience:Experience in veterinary or human medical office or hospital or high-end customer service environment.
Client Services Specialist 2:
- Minimum Education: High school degree or equivalent
- Minimum Experience:Must be at least 18 years of age Minimum 1.5 years of experience in an office or other customer service setting.
- Knowledge, Skills, & Abilities: Same as Previous Level
- Preferred Experience: Experience in veterinary or human medical office or hospital or high-end customer service environment.
Client Services Specialist 3:
- Minimum Education: High school degree or equivalent
- Minimum Experience:Must be at least 18 years of age Minimum 2 years of experience in an office or other customer service setting.
- Knowledge, Skills, & Abilities: Same as Previous Level
- Preferred Experience:Experience in veterinary or human medical office or hospital or high-end customer service environment.
Work Location:
- Knoxville, Tennessee
- On-Site
Compensation and Benefits:
- UT market range: 04
- Anticipated hiring range: $39,520-$43,035.20
- Find more information on the UT Market Range structure here
- Find more information on UT Benefits here
Application Instructions:
To express interest, please submit an application with the noted below attachments.
- Resume
- Cover Letter
About The College:
The UT College of Veterinary Medicine (UTCVM), located in Knoxville, was established by an act of the Tennessee Legislature in 1974 and is part of the University of Tennessee Institute of Agriculture.
UTCVM is one of 33 veterinary colleges in the United States and provides opportunities for Tennessee students while serving pet owners and the livestock industry as well as protecting public health, enhancing medical knowledge and generating economic benefits to the state and nation.
About Us
The University of Tennessee, Knoxville, has shaped leaders, changemakers, and innovative thinkers since its founding in 1794. The university is home to more than 38,000 students and 10,000 statewide employees—the Volunteers—who uphold the university’s tradition of lighting the way for others through leadership and service.
UT Knoxville offers over 900 programs of study across 14 degree-granting colleges and schools. As Tennessee’s flagship land-grant university, its footprint spans the entire state. The university holds the highest Carnegie classification for research activity and has deep partnerships with industry leaders and the US Department of Energy’s largest multidisciplinary laboratory, Oak Ridge National Laboratory.
The Knoxville campus serves and recruits for UT Knoxville, including the Institute of Agriculture and the Space Institute, as well as the UT Institute of Public Service.
UT Knoxville considers its employees its number one asset. With values that focus on work-life balance, compensation, and innovation leadership, all Vols are supported to advance professionally. Employees have access to career development and coaching, continued education, and an extensive list of development and training possibilities. The Volunteer employee experience implements structures and practices to attract and retain top-tier talent, fostering a strong staff community and supporting a culture of involvement and engagement for everyone.
The university holds a strong commitment to its land-grant mission of learning and engagement, with a tradition of service and leadership that carries that Volunteer spirit throughout the state and around the world. It has been ranked nationally as “Best Employer for New Graduates,” “One of America’s Best Large Employers,” and “Best Workplace for Women,” and has been designated as “Best Place for Working Parents” by Forbes Magazine.
Apply today and join the Tennessee Volunteer community!
