Under general supervision, provide support for clinicians and students in the Veterinary Teaching Hospital by serving as the first point of contact; provide medical records support; schedule appointments and process medical records data for easy retrieval; collect payments for services; enter patient charges and collect payment from clients. Serve as the primary trainer for all new Small Animal Clinic Client Service Representatives. Implement and deliver individual and group customer service training, client de-escalation and other training to improve the effectiveness of Client Services and to improve the client experience. Conduct training needs analysis and make recommendations to address improve individual or team performance.
- Maneuver/lift equipment and materials weighing up to 25 pounds.
- Perform duties at counter or desk for extended periods of time and work in confined or small spaces.
Background Check Required:
- May work a non-standard schedule to accommodate training needs.
- May work with or around areas with sick animals, hazardous materials, and/or infectious diseases, and distraught clients.
- Maintain a working schedule coordinated with team members including variable hours, weekends, holidays, and occasional overtime, to provide 24-hour/7-day week coverage in client services to meet training and operational needs.
- Work in other related areas on an as needed basis.
- UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.
This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks.
- Experience with administrative, billing, client services, and medical records in a veterinary or medical environment.
- Experience delivering training programs, including work procedures, client de-escalation, and customer service to individuals and groups.
- Experience creating structured training programs within a customer service environment or veterinary environment.
- Experience assessing and recognizing emergency situations, difficult/unpleasant situations and/or individuals in order to take the appropriate action.
- Cash and payment handling experience.
- Reception experience to answer phones and assist clients.
- Experience taking messages, and preparing/proofreading correspondence, reports, and informational documents.
- Knowledge of medical terminology to provide general information and make the appropriate referrals.
- Math and analytical skills to review and correct data.
- Experience using various programs and software for word processing, spreadsheets, scheduling, entry and retrieval of medical records, and database management programs.
- Interpersonal communication and customer services skills to interact effectively with individuals of varying ages, cultural backgrounds, perspectives to secure and/or provide information to clarify situations, resolve problems, make referrals, and interact with the general public in a helpful and positive manner.
- Knowledge of VMTH admissions, records, cashiering policies and procedures affecting services, clients, and confidentiality of records and information.
- Knowledge of animal anatomy.
- Experience conducting training needs or gap analysis.
- Experience filing alphabetically, numerically, and use a terminal digit filing system.