Client Service Representative - CUHA

Cornell University

  • Ithaca, NY
  • Permanent
  • Full-time
  • 2 months ago
The Cornell University College of Veterinary Medicine seeks a Client Service Representative to join the team at the Cornell University Hospital for Animals (CUHA). This position is focused on the in-person client experience. Client Service Representatives are expected to be outgoing, welcoming, enthusiastic, and empathetic team players who are adaptable and move to areas throughout the client service organization. This includes the Companion Animal Hospital (CAH) Admissions office, CAH Discharge office, Equine & Nemo Farm Animal Hospital (ENFAH) front office and CUHA Out of Hours office.The job responsibilities include, but are not limited to:
  • Greet clients and visitors promptly and courteously, gather and enter patient/client information, answer a multi-line phone system, notify clinical services of client’s arrival, and use good sound judgment when handling emergency situations relaying pertinent information as necessary.
  • Review the current day schedule and update incomplete information. Assist students and other clinical support staff with client questions. Be knowledgeable and familiar with CUHA policies and procedures and be able to explain and provide clarification as needed.
  • Responsible for facilitating clients’ visits, directing communications with clients during their visit, and acting as a liaison between the client and staff to ensure the visit goes smoothly
  • Prepare and audit invoices, processing final payments, refunds, collecting & posting deposits for hospitalized patients.
  • Maintain a balanced cash drawer, paying close attention to cash control and potential loss exposure.
  • Verify home instructions have been emailed to referring veterinarians and clients after discharge.
  • Client Service Representatives will be trained in both Admission and Discharge performing the functions based on the client’s immediate need.
Required Qualifications
  • A High School or associate’s degree in a relevant field of study and 2-4 years of relevant customer service experience is required.
  • Must possess excellent customer service skills.
  • Be able to effectively and professionally communicate verbally with coworkers, doctors, students, and clients, and handle interactions with grace.
  • Ability to maintain calm demeanor during emergency situations and demonstrate sincere compassion.
  • Ability to work efficiently in a busy environment and proactively identify tasks required to ensure optimum client care and hospital organization.
  • Must be able to multitask and to quickly change priorities and solve problems in a fast-paced environment while maintaining a positive attitude.
  • Must be able to work within a diverse team and perform with minimum supervision.
  • Have basic computer and technical skills including familiarity with Microsoft Office and the ability to learn electronic medical record system (ezyVet)and other software programs.
Preferred Qualifications
  • 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.
Important Details about the Position
  • This is an onsite position located in Ithaca, NY.
  • We are unable to provide Visa sponsorship, now or in the future, for this position.
  • Relocation assistance will not be provided for this position.
This position is scheduled to work Monday - Wednesday and Fridays from 9:30am - 6:00pm and Saturdays from 7:30am - 4:00pm.The CUHA 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. Schedule may include University and calendar holiday coverage to meet business needs. If business needs change, a position/individual may be realigned within the CUHA to a different shift or schedule. The Client Service Representative position is in the overall client service holiday rotation schedule.The Following Documents are Required to be Submitted with your Application
  • Resume
  • Cover Letter
What We Offer:Great benefits! Cornell receives national recognition as an award-winning workplace for our health, wellbeing, and sustainability.
  • 3 weeks of paid vacation
  • 13 additional holiday days with 2 additional floating holidays to be used 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:
Employees are expected to meet all of the Cornell University Staff , which are essential for individual and organizational success.Who We Are:Cornell University Hospital for Animals (CUHA) provides leadership in patient care, education, clinical investigation and scientific innovation. As part of an all-encompassing customer service team, the Client Experience Coordinator will excel in communication management and will collaborate with other Client Experience Coordinators for Scheduling and Records Management, members of the broader customer service team, other hospital staff, and students.Questions?Gabriel Gonzalez - gag95@cornell.eduUniversity Job Title: Administrative Asst IIIJob Family: AdministrationLevel: CPay Rate Type: HourlyPay Range: $22.60 - $24.03Remote Option Availability: OnsiteCompany: Contract CollegeContact Name: Gabriel GonzalezJob Titles and Pay Ranges:Non-Union PositionsNoted 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:Prior relevant work or industry experienceEducation level to the extent education is relevant to the positionUnique applicable skillsAcademic DisciplineTo learn more about Cornell’s non-union staff job titles and pay ranges, see .Union PositionsThe hiring rate of pay for the successful candidate will be determined in accordance with the rates in the respective collective bargaining agreement. To learn more about Cornell’s union wages, see .Current Employees:If you currently work at Cornell University, please exit this website and log in to using your Net ID and password. Select the Career icon on your Home dashboard to view jobs at Cornell.Online Submission Guidelines:Most positions at Cornell will require you to apply online and submit both a resume/CV and cover letter. You can upload documents either by “dragging and dropping” them into the dropbox or by using the “upload” icon on the application page. For more detailed instructions on how to apply to a job at Cornell, visit on the HR website.Employment Assistance:For general questions about the position or the application process, please contact the Recruiter listed in the job posting or email .If you require an accommodation for a disability in order to complete an employment application or to participate in the recruiting process, you are encouraged to contact Cornell University's Office of Institutional Equity and Title IX at voice (607) 255-2242, or email at .Applicants that do not have internet access are encouraged to visit your local library, or local Department of Labor. You may also request an appointment to use a dedicated workstation in the Office of Talent Attraction and Recruitment, at the Ithaca campus, by emailing .Notice to Applicants:Please read the required Notice to Applicants statement by . This notice contains important information about applying for a position at Cornell as well as some of your rights and responsibilities as an applicant.EEO Statement:Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of “... any person ... any study.” No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual’s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds. We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply. Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRRA) and qualified individuals with disabilities under Section 503 of the Rehabilitation Act. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.2025-06-26

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