The Foster Hospital for Small Animals and the Hospital for Large Animals are the flagship teaching hospitals of the Cummings School of Veterinary Medicine, with approximately 37,000 patients seen each year in both hospitals. These hospitals provide advanced veterinary care for animal patients throughout New England. They also serve as the primary clinical training environment for the veterinary students, interns and residents. The mission of the Cummings School is to improve and promote the health and well-being of animals, people and ecosystems we share.
The Client Services Representative reports to the Hospital Administrator and provides support to the Medical Director as needed. Responsibilities of this position include being an administrative resource to the client service function of the hospitals to resolve clients' complaints and billing disputes in close association with the Associate Medical Directors and faculty and providing administrative support for various projects related to student, staff and faculty work in the hospitals. In addition, this position is responsible for the timely processing of complaints filed with the Massachusetts Board of Registration, in conjunction with the University's legal counsel. This position maintains a database of client complaints and provides monthly reports to the Development and Accounting teams, hospital leadership and other stakeholders as requested.
High School Diploma/GED and 3 years of customer service experience. Strong administrative skills are required as well as advanced computer skills including knowledge of MS Word, Excel, PowerPoint, Access and Adobe Acrobat Writer and professional letter writing skills. Typing speed of 70 WPM. Ability to lift up to 25 lbs. with or without accommodation. Aptitude to learn new software, e.g. electronic medical record. Familiarity with medical terminology, eye for details and proofreading skills; enjoys multitasking.
Associates Degree with 2 years related experience. Previous experience in a veterinary setting is desirable. Excellent communication skills with high emotional intelligence and influencing skills preferred. Genuinely enjoys interacting with people. Should be able to demonstrate initiative and good judgment with confidential information. Able to perform in a stressful environment, meeting multiple deadlines under pressure during busy times.
An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.