Duties Responsibilities CUSTOMER SERVICE: • Provide detailed estimates to clients • Facilitate the admission, scheduling and discharging of clients of the VTH • Provide in person and telephone customer service in a prompt, friendly, knowledgeable, and helpful manner • Answer telephones and direct calls correctly • Audit client charges and ensure charge accuracy for client account with regards to patient visits. • Assist with expediting prescription requests from outside pharmacies • Serve as the main point of contact for resolution of client issues presented to the customer service staff in regards to surgery patients or surgical appointments • Audit client survey data, responding to and facilitating resolution of concerns as needed CLINICAL SERVICE SCHEDULE COORDINATION: • Manage appointment reminders for clinical service • Clinical appointment coordination including determining appropriateness of scheduling service, previous appointment history, collating payment and patient record information, and entering data into the Health Information System • Maintain cancelation/wait list for service • Create and maintain schedule templates for services in the Health Information System • Ensure VTH policies and procedures are being followed • Serve as a liaison between the customer service staff and the VTH Business and Medical Records Offices, in addition to the Health Information System team • Assist in adding and removing students to service communication platforms CLIENT EDUCTATION: • Provide client education regarding pre-appointment recommendations and requirements, e.g. withholding food, collecting samples, etc. • Review discharge instructions with client, providing written and verbal information to relay clinician orders • Serve as liaison between clinical personnel and client to meet client and service expectations with regards to patient care OTHER DUTIES: 5% • Perform other related duties as requested • Assist with student scheduling as needed Other Job Expectations This position requires a great deal of tact and diplomacy. The employee will need to continuously develop new methods and skills for dealing with clients and clinical staff successfully. The effects of this position may be felt directly or indirectly throughout the clinic, college, university and beyond. The position will directly impact clients, clinical staff, medical records staff, accounting staff, and student assigned to cases.