Client Experience Coordinator - CVM

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　　Cornell University, College of Veterinary Medicine (CVM) is looking for welcoming, enthusiastic, and empathetic team players who are adaptable and use their skills throughout the broader client service organization to join as Client Experience Coordinators. Our Team's mission is to help customers navigate and connect to the appropriate hospital services to ensure client satisfaction and quality of care for patients in a manner that exceeds expectations.

　　Key Responsibilities: In this role, you will be receiving, processing, and routing incoming customer communications and scheduling non-urgent specialty service appointments. Frequent collaboration and cooperation with members of the broader customer service representative team, which includes staff responsible for scheduling, records management, admissions/discharge and the various clinical services throughout the hospital is also an essential component of this position.

　　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, managing appointment confirmations and providing clients pre-appointment information and expectations;Manage referring veterinarian incoming documentation ensuring all referring veterinarian records are received prior to the appointment.Troubleshoot problems and concerns, including those affecting the client experience expressed by customers, clinicians and referring veterinarians.Ensure teamwork, collaborative relations, and excellent communications with all constituencies inside and outside of the hospital.

　　What qualifications are required?

　　High School Diploma and 2 to 4 years of customer service experience or equivalent combination of education and experience.Have experience in and/or demonstrated commitment to supporting diversity, equity, access, inclusion, and wellbeing.Be passionate about working in an organization that values and promotes diversity, equity, inclusion, anti-racism, and wellbeing.Possess excellent customer service skills.Be able to effectively and professionally communicate verbally with coworkers, doctors, students, and clients; and handle confrontation with grace.Maintain calm demeanor during emergency situations; respond effectively to various personalities and sense when someone is in distress; demonstrate sincere compassion.Work efficiently in a busy environment and proactively identify tasks required to ensure optimum client care and hospital organization.Be able to multitask and to quickly change priorities and solve problems in a fast-paced, high-pressure environment while maintaining a positive attitude.Be able to handle frequent interruptions and adapt to changes in workload and work schedule. Think quickly and problem-solve with sound judgement.Be able to work within a diverse team and perform with minimum supervision.Have basic computer and technical skills including familiarly with Microsoft Office and the ability to learn the electronic medical record and other software programs. To be successful in this position, the candidate should genuinely care about people and animals, be highly organized, show problem-solving initiative, and possess excellent communication and public relations ability in areas such as: active listening, handling customer interactions, relationship building skills, projecting a professional image, and other interpersonal skills.

　　Preferred Qualifications:

　　Experience in a high-volume call operation handling multiple phone lines.Experience gathering and inputting detailed client demographic information, records, etc.Previous experience in a veterinary, human medical, or social service-related office preferred, particularly around appointment scheduling.Certifications in leadership development and/or client service areas.

　　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.

　　Familiarize yourself with Cornell's as well as the university's .

　　University Job Title:

　　Administrative Asst IIIJob Family:

　　AdministrationLevel:

　　CPay Rate Type:

　　HourlyPay Range:

　　$20.83 - $23.03Remote Option Availability:

　　Fully OnsiteCompany:

　　Contract CollegeContact Name:

　　Soubhagya Chattopadhyay

　　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:

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　　Unique applicable skills

　　Academic Discipline (faculty pay ranges reflects 9-month annual salary)

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　　Minimum Salary: 31200.00Maximum Salary: 31200.00Salary Unit: Yearly