Small Animal Hospital Liaison & Customer Service Representative

Hiring Department

Department of Veterinary Medicine & Surgery

Job Description

The College of Veterinary Medicine at MU is on a mission to educate and train outstanding clinicians and scientists, generate new knowledge, engage stakeholders, and foster economic growth, all of which promote and protect the health and welfare of animals and people. Simply put, our mission is to Teach, Heal, Discover and Serve.

Veterinarians throughout the Midwest refer animal clients to the Veterinary Health Center for specialized diagnoses and treatment. With sophisticated therapeutic equipment that includes an underwater treadmill, advanced imaging techniques, and groundbreaking equine lameness diagnostic equipment, we are a center for animal healthcare.

We are seeking a Customer Service Rep - Hospital Liaison in our Small Animal Clinic. Our facility, located at Clydesdale Hall, provides state-of-the-art teaching and medical services, including ambulatory services. In addition to regular check-ups and preventive health care, we feature cutting edge surgical and intensive lifesaving medical care.

This position serves as support in all areas of the Small Animal Clinic in the Veterinary Health Center. Primary duties include:

• Receiving a large volume of phone calls for purpose of making appointments, answering client questions, and facilitating/sending messages to the appropriate services.
• Verify, create, and update client/patient information in an electronic hospital information system
• Audit patient records in multiple formats for purpose of entering charges.
• Take deposits and other payments as needed. Keep record of pending appointment deposits and follow up with clients as needed to obtain payment and finalize appointments.
• Work directly with technicians, assistants, clinicians, and students to provide overall assistance to the service. Examples of other assistance includes managing the service's cancellation list, sending appointment reminders, providing service-tailored expectations for initial appointments, and generalized cost estimates.
• Reach out to referring clinics to request patient records and additional information as needed. Assist with sending discharge instructions and other medical records to clinics.
• Other duties as assigned.

Shift

This is a full-time, 40-hour week position. Monday - Friday 8am - 5pm.

Minimum Qualifications

• High school diploma or the equivalent
• Three years of customer service and/or clerical experience is required. Education may be substituted in lieu of experience
• Ability to operate a personal computer is necessary

Preferred Qualifications

Successful candidates will exhibit the following skills and core competencies:

• Previous experience providing in-person, client-focused, customer service in a clinic, practice, or professional office setting
• Previous experience within a medical or veterinary setting and familiarity with medical or veterinary terminology and practice is highly valuable
• Problem-solving to effectively address client needs or operational challenges.
• Collaborate with veterinary staff to ensure seamless clinic operations.
• Handle emergencies or distressing situations with professionalism and composure.
• Empathetic, understanding, and able to remain calm under pressure.
• Strong attention to detail and problem-solving abilities.
• Comfortable with technology, including phone systems and basic office software.
• Commitment to a long-term, full-time role.

Anticipated Hiring Range

Salary Range: $17.00 - $17.25 hourly
Grade: PAT-004
University Title: Customer Service Representative
Internal applicants can determine their University title by accessing the Talent Profile tile in myHR.

Benefit Eligibility

This position is eligible for University benefits. As part of your total compensation, the University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, short- and long-term disability, paid parental leave, paid caregiver leave, and educational fee discounts for all four UM System campuses. For additional information on University benefits, please visit the Faculty & Staff Benefits website at https://www.umsystem.edu/totalrewards/benefits .

Equal Employment Opportunity

The University of Missouri is an Equal Opportunity Employer .

To request ADA accommodations, please call the Director of Accessibility and ADA at 573-884-7278.