The University of Guelph is committed to equity in its policies, practices, and programs, supports diversity in its teaching, learning and work environments, and ensures that applications for members of underrepresented groups are seriously considered under its employment equity policy. All qualified individuals who would contribute to the further diversification of our University community are encouraged to apply.  

Office, Clerical and Technical

Client Service Associate

Hill’s Pet Nutrition Primary Healthcare Centre (PHC)

Temporary part-time from July 21, 2014 to June 30, 2015
(Less than 24 hours a week)

Hiring #: 2014-0178

Please read the Application Instructions before applying

Functioning as part of a healthcare delivery team whose mandate is to ensure patient health and safety in a highly customer-oriented environment, the successful candidate will provide quality front line customer service to clients of the PHC. In addition they will provide guidance regarding the basic elements of client service to veterinary students.

Within the Hill’s Pet Nutrition Healthcare Centre, several programs run concurrently including: the provision of routine veterinary care through a veterinary clinic (OVC Smith Lane Animal Hospital); a rehabilitation program (OVC Fitness & Rehabilitation Service); a long-term endowed care centre (providing temporary housing for animals entering a long-term foster program supported by an endowment to the University); and public education programs.

Specific customer service responsibilities include: greeting, orienting, registering and directing clients in a professional and welcoming manner in person and on the telephone; answering and triaging telephone calls; scheduling appointments; collecting and securing payments; assisting clients to resolve issues related to their pet or their relationship with the PHC; coordinating communication with other members of the PHC team regarding patient care and client services; obtaining feedback regarding client satisfaction.

Other responsibilities will include: assisting in creating and maintaining best practices and standard operating  procedures for outstanding client service; orienting veterinary students to the principles of client service and providing them with opportunities to participate; providing constructive feedback to students and responding to their questions; functioning as part of the healthcare delivery team towards achieving the practice performance goals; identifying and proposing solutions to improve efficiency and quality of patient care and customer service; cleaning and maintaining equipment, coordinating repairs as required; other associated duties.

Requirements of this position include: One year community college in a medical office administration program plus some related experience in a high-volume customer service environment, preferably a veterinary clinic or an equivalent combination of education and experience. Candidates should demonstrate: exceptional communication and customer service skills, preferably in a healthcare delivery context; a positive and willing approach to problem-solving; a commitment to professional development and learning; computer literacy (word processing, database and spreadsheet management); experience in handling payments and cash. Familiarity with medical terminology, procedures and electronic records will be considered an asset. Must enjoy working with animals and be able to work independently and as part of a team.

The incumbent will be cross-trained in other areas of the PHC and the Ontario Veterinary College Health Sciences Centre based on operational requirements. Shift work is required. A protective titre is required.
 
Hourly rate        $19.91 per hour

Posting Date: 2014 07 18
Closing Date: 2014 07 25