Cornell University Client Experience Coordinator- CU Hospital for Animals in Ithaca, New York
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As part of an all-encompassing client service team, the Client Experience Coordinators will excel in call management, clinical service schedule management and medical records management.Operating in a fast-paced environment a strong commitment to customer service and workflow processes is essential.These roles are focused on the pre-appointment and post-appointment client experience. We expect our staff to be outgoing, welcoming, enthusiastic, and empathetic team players who are adaptable and move to areas throughout the client service organization.
Properly receive and route incoming phone calls from clients via a multi-line phone system;
Fully utilize systems and processes to ensure client requests exceed expectations;
Facilitate all aspects of appointment scheduling; manage appointment confirmations and provide clients pre-appointment information and expectations;
Confirm client receives clear home instructions and, when applicable, a clinical summary of the visit to the referring veterinarian.When appropriate, complete follow up contact with client post visit.
Complete a daily review of clinical service schedules and update incomplete information;
Manage electronic referring veterinarian appointment portal ensuring all referring veterinarian records are received prior to the appointment;
Review and audit medical records for timely completion.Work with clinicians to ensure records are completed, and communications are finalized.
Troubleshoot problems and concerns, including those affecting the case experience expressed by clients, clinicians and referring veterinarians.
Ensure teamwork, collaborative relations, and excellent communications with all constituencies inside and outside of the hospital.
What qualifications are required?
HS Diploma with at least 2 years' experience in a customer service capacity, or equivalent combination of education and experience.
Excellent customer service skills.
Must develop and maintain excellent working relationships including communicating with a diverse faculty, staff, student and technician population, as well as referring veterinarians and clients, in a professional manner at all times.
Possess excellent written communication skills (ability to read and compose grammatically correct sentences).
Maintain calm demeanor during emergent situations; respond effectively to various personalities and sense when someone is in distress; demonstrate sincere compassion.
Ability to quickly change priorities and solve problems in a fast-paced, high-pressure environment while maintaining a positive attitude.
Ability to work accurately with attention to detail and perform basic financial calculations involving money.
Basic computer and technical skills including familiarly with Microsoft Office and the ability to learn the electronic medical record and other software programs.
Previous experience in a medical or veterinary office preferred.
Knowledge of medical terminology, veterinary medicine, medical records, and billing systems.
Experience in a high-volume call operation handling multiple phone lines.
Exceptional Client Service Awards and/or other acknowledgement.
Certifications in leadership development and/or client service areas.
The CUHA provides 24-hour care for pets 365 days of the year. The schedule for these positions requires flexibility to ensure that adequate patient care and service needs are provided without interruption or exception. The Client Experience Coordinator is included in the overall client service holiday rotation schedule, and may also include a weekend shift.
What's in it for you?
An award-winning employer of choice benefits program.
Comprehensive health care options.
Access to wellness programs.
Employee discounts with local and national retail brands.
Generous retirement contributions.
Impressive educational benefits include tuition-free Extramural Study and Employee Degree Program, Tuition Aid for external education, and Cornell Children's Tuition Assistance program.
3 weeks of vacation and 13 holidays with generous holiday pay if you do work on those days.
We invite you to follow this link to get more information:.
Who we are and what we do:
Cornell University Hospital for Animals is our core clinical training, patient care and research unit within the CVM, composed of six diverse world-class veterinary clinical units providing primary and specialty care. The Cornell Veterinary teaching hospital has 23 services led by internationally renowned board-certified veterinary specialists, providing advanced diagnostic and therapeutic care of animals including 24/7 emergency care. We strive to provide a diverse, inclusive and fulfilling work environment for our family of employees who are committed to outstanding patient care, client service and veterinary training and research.
We encourage you to apply! Simply upload your cover letter and resume as one document.
No visa sponsorship or relocation assistance available for this position.
University Job Title:Administrative Asst III
Pay Rate Type:Hourly
Contact Name:Soubhagyalaxmi Chattopadhyay
Number of Openings:3
Job Titles and Pay Ranges:
To learn more about Cornell's non-union staff job titles and pay ranges, see . The final rate of pay for the successful candidate will be determined considering the following criteria:
Prior relevant work or industry experience.
Education level to the extent education is relevant to the position.
Unique applicable skills.
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EEO Statement: Diversity and Inclusion are a part of Cornell University’s heritage. We are a recognized employer and educator valuing AA/EEO, Protected Veterans and Individuals with Disabilities. Cornell University is an innovative Ivy League university and a great place to work. Our inclusive community of scholars, students, and staff impart an uncommon sense of larger purpose, and contribute creative ideas to further the university's mission of teaching, discovery, and engagement.