Client Experience Coordinator - Cornell University Hospital for Animals

Client Experience Coordinators are outgoing, welcoming, enthusiastic, and empathetic team players who are adaptable and use their skills throughout the broader client service organization. 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.

The Client Experience Coordinator 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. This is done by 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.

The Cornell University Hospital for Animals 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. The need for coverage will include University and calendar holidays to meet business needs.

Key Responsibilities:

Optimize the Pre- and Post-Appointment Experience for Clients:

• Field client calls requesting appointments for service.
• Schedule clinical service appointments properly utilizing schedule templates.
• Properly set up new clients and patients in hospital information system, ezyVet.
• Review and discuss with client appointment expectations and pre-appointment requirements.
• Proactively partner with service sections to manage client and patient needs.
• Utilizing a scheduling check list, ensure the client and referring veterinarian receives all applicable pre-appointment information.
• Complete appointment reminders and confirmations.
• Effectively manage appointment cancellation and wait lists.
• Obtain medical records for appointments prior to the scheduled appointment.
• Manage electronic referrals from referring veterinarians.
• Maintain section schedule and planning guides in hospital information system,
• Proactively facilitate and solve in the moment client concerns with appointment scheduling and expectations.

What qualifications are required?

A High School Diploma and 2-3 years of relevant customer service experience or equivalent combination of education and experience.

Additionally, the ideal candidate should:

• 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.

A cover letter and resume are required for consideration to this position.

Preferred Qualifications:

• Associate's degree in related field
• Experience in a high-volume call operation handling multiple phone lines.
• Previous experience in a veterinary, human medical, or social service-related office preferred.
• Knowledge of veterinary and/or human medical terminology, medical records systems, and billing systems.
• Exceptional Client Service Awards and/or other acknowledgement.
• Certifications in leadership development and/or client service areas.

What's in it for you?

Great benefits! Cornell receives national recognition as an award-winning workplace for our health, wellbeing, and sustainability.

• 3 weeks of paid vacation
• 13 holiday days with generous holiday pay if you work on those days and 2 additional floating holidays to use at your discretion

• An award-winning employer provided 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
• Follow this link for more information: https://hr.cornell.edu/understand-your-benefits

Employees are expected to meet all of the Cornell University Staff Skills for Success, which are essential for individual and organizational success.

We invite you to follow this link to get more information: https://hr.cornell.edu/understand-your-benefits.

We Welcome Questions! Gabriel Gonzalez: gag95@cornell.edu

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.

**No visa sponsorship or relocation assistance available for this position.**

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