Located in Ithaca, N.Y., Cornell University is a bold, innovative, inclusive and dynamic teaching and research university where staff, faculty, and students alike are challenged to make an enduring contribution to the betterment of humanity. Cornell University is one of the largest and most diverse institutions in the Ivy League. We are a community of 22,000 students and more than 10,000 faculty and staff members representing more than 80 countries and hundreds of disciplines—global cultures, backgrounds, experiences, perspectives, and ideas. The College of Veterinary Medicine at Cornell University is recognized internationally as a leader in public health, biomedical research, animal medicine, and veterinary medical education. Ranked consistently as one of the best veterinary colleges in the nation, the College's strength is due to its strategic breadth of focus areas and its depth of expertise in each of those areas; the achievements of its faculty, staff, alumni, and students; and its commitment to diversity and inclusiveness.
Cornell University Hospital for Animals (CUHA) provides leadership in patient care, education, clinical investigation and scientific innovation. CUHA Support Services team are expected to be outgoing, welcoming, full of enthusiasm and team players who will be adaptable and move to areas throughout the organization: Companion Animal Hospital (CAH) Admissions/Scheduling Office, CAH Discharge Office, Equine & Nemo Farm Animal Hospitals (ENFAH), Community Practice Service (CPS) and as an Out of Hours during Holiday coverage.
To be successful in this positon, the individual should genuinely care about people and animals, possess excellent communication skills, strong public relations skills, initiative to problem-solve, active listening skills, confidence in handling customer interactions, relationship building skills, projecting a professional image, be highly organized and demonstrate good interpersonal skills.
As part of the Client Services team, responsibilities will include (not inclusive):
Greet clients and visitors promptly and courteously, gather and enter patient/client information, answer a multi-line phone system, take messages, page doctors and staff, schedule appointments with accuracy on correct services, use good sound judgment when dealing with emergency situations and relaying pertinent information as necessary.
Daily review of schedule and update incomplete information. Prepare medical records for appointments; mail client information packets, assist students and other clinical support staff with preparation of paperwork, and assist in areas of medical record inventory. Be knowledgeable and familiar with CUHA policies and procedures and be able to explain and provide clarification as needed.
Prepare and audit invoices and process final payments, refunds, and collect/enter deposits for hospitalized patients and pharmacy orders; maintain a balanced cash drawer at all times, playing close attention to cash control and potential loss exposure.
Responsible for facilitating clients' visits, directing communications with clients during their visit, and acting as a liaison between the client and staff to ensure the visit goes smoothly; fax discharge statements to referring veterinarians.
The CUHA provides 24-hour care for pets 365 days of the year. The schedule for this position requires flexibility to ensure that adequate patient care and service needs are provided without interruption or exception. Schedule may include University and calendar holiday coverage to meet business needs. If business needs change, a position/individual may be realigned within the CUHA to a different shift or schedule. Position schedule will be Monday, Tuesday, Wednesday, Friday 9:00am-6:00pm, Thursday 10:00am-6:00pm and rotating Saturdays from 8am-12pm. Hours are subject to change depending on the business needs of the office, which may require working as early as 7:30am and holidays.
Formal training beyond HS of 6 -12months and 2-4 years of relevant customer service experience required. Will also need to possess:
Excellent customer service skills;
Effective and professional communication skills at all time with coworkers, doctors, students, and clients; as well as the ability to handle confrontation with grace.
Maintain calm demeanor during emergency situations; relate effectively with various personalities and sense when someone is in distress; demonstrate sincere compassion.
Ability to multitask as well as the ability to set and 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 with accuracy.
Ability to handle frequent interruptions and adapt to changes in workload and work schedule. Think quickly and problem-solve with sound judgement.
Work efficiently in a busy hospital environment and proactively identify tasks required to ensure optimum client care and hospital organization.
Ability to work within a diverse team and perform with minimum supervision
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.
University Job Title:
Administrative Asst III
Pay Rate Type:
Number of Openings:
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In 1865, Ezra Cornell founded an institution "where any person can find instruction in any study." From the beginning, all students were welcome, regardless of race, gender, ideology, or socioeconomic status. Today, we invite you to join our talented and diverse students and accessible faculty who, together, form a living and learning community unmatched in its breadth of opportunities.Cornell Uni...versity's college, schools, and other academic units offer more than 4,000 courses, 70 undergraduate majors, 93 graduate fields of study, undergraduate and advanced degrees, and continuing education and outreach programs.