Customer Service Associate II – Communications

Job Title

Customer Service Associate II – Communications

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 & identities.  Embracing varying opinions and perspectives strengthens our core values 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 Senior Customer Service Assistant is responsible for providing excellent customer service to all clients (internal and external). Responsible for recording all referral information from referring veterinarians.

What you need to know

Compensation will be commensurate to selected hire’s experience.

Other Requirements or Other Factors:

Persons in this position are considered essential when the University declares an emergency, campus closure, class cancellations, etc., and are therefore required to report to work and remain on duty unless/until relieved by the direct supervisor

Required Education:

• High School Diploma or any equivalent combination of education and experience may be considered.

Required Experience:

• Three years in general office or clerical work.

Required Knowledge, Skills, and Abilities:

• Working knowledge of word processing, spreadsheet and/or data entry applications. Ability to multi-task and work cooperatively with others.

Preferred Special Knowledge, Skills, and Abilities:

• Ability to communicate effectively in both Spanish and English.

Responsibilities:

• Communications/Customer Service: Answers, on average, 6000 or more incoming calls for the Small Animal Hospital. Shares all relevant information with the appropriate staff, faculty, student or service area via email or text message to ensure continuity of service for all clients and patients. Ensures that all emergency cases are handled immediately by notifying the front desk staff and ER staff of the potential emergency and arrival time. Transfers calls to the appropriate service when prompted. Promotes communications between clients, rDVMs, clinicians, techs and all other staff as appropriate. 

• Scheduling: Oversees the daily administrative operations of assigned veterinary service section(s). Serves as the primary contact between front desk and veterinary services for admission and discharge processing. Assists with appointment scheduling (new/rechecks). Schedules appointments in conjunction with specialized services, including ultrasounds, echocardiograms, endoscopies, radiology, CT’s, MRI’s and etc. Records new patient information for local and referral clients and patients. Enters/updates all client/patient information into hospital information system.

• Documents: Creates and updates veterinary service section appointment templates in VMIS.  Deconflicts appointment issues with clinicians and Client Service Section. Investigates and researches customer complaints and participates in resolving problems. Verifies and updates client/patient information for accuracy. Assists in gathering and recording referral information from rDVMs to include medical records. Ensures that all RDVM  records have been uploaded to the appropriate patient in the hospital information system.

• Policies & procedures: Ensures adherence to policies and procedures consistent with TAMU and veterinary medical teaching hospital’ policies, procedures and confidentiality protocols. 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.