Client Experience Coordinator- Cu Hospital For Animals

Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty and staff of all identities and backgrounds. We strongly encourage individuals from underrepresented and/or marginalized identities to apply.
The College of Veterinary Medicine (CVM) is seeking a Client Experience Coordinator to join the all-encompassing client service team, to manage calls, clinical service schedules, and medical records, focusing on the pre-appointment and post-appointment Client Experience. In this role, you will operate in a fast-paced environment with a solid commitment to customer service and workflow processes.
Key Responsibilities:

• Properly receive and route incoming phone calls from clients via a multi-line phone system and other communication entry points (email, fax, etc.);
• Fully utilize systems and processes to ensure client requests exceed expectations; Assist with facilitating client and referring veterinarian service requests.
• Facilitate all aspects of appointment scheduling; manage appointment confirmations and provide clients pre-appointment information and expectations;
• Complete a daily review of clinical service schedules and update incomplete information;
• Manage referring veterinarian incoming documentation, ensuring all referring veterinarian records are received prior to the appointment;
• 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 communication with all constituencies inside and outside of the hospital.

The primary schedule for this position will be Monday Through Friday 9:30 AM -6:00 PM
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 and referring veterinarians and clients professionally at all times.
• Possess excellent written communication skills (reading and composing correct sentences grammatically).
• Maintain a calm demeanor during emergent circumstances; respond effectively to various personalities and senses 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.
• Primary computer and technical skills, including familiarity with Microsoft Office and learning the electronic medical record and other software programs.

Preferred Qualifications:

• Previous experience in a medical or veterinary office.
• 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: https://hr.cornell.edu/summaries-benefits.
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.
As part of the university's comprehensive vaccination program, all Cornell employees are required to have and provide proof of an FDA-or WHO-authorized or approved COVID-19 primary vaccination or have obtained a university-approved disability/medical or religious exemption, regardless of their role and work location.
University Job Title:
Administrative Asst III
Job Family:
Administration
Level:
C
Pay Rate Type:
Hourly
Pay Range:
$19.75 - $21.83
Remote Option Availability:
Fully Onsite
Company:
Contract College
Contact Name:
Soubhagya Chattopadhyay
Number of Openings:
1
Job Titles and Pay Ranges:
Non-Union Positions
Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring 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
• Academic Discipline (faculty pay ranges reflects 9-month annual salary)

To learn more about Cornell's non-union staff job titles and pay ranges, see Career Navigator.
Union Positions
The hiring rate of pay for the successful candidate will be determined in accordance with the rates in the respective collective bargaining agreement. To learn more about Cornell's union wages, see Union Pay Rates.
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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. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations. 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.
2023-04-12