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Client Services Associate

University of Guelph

This is a Contract position in Ottawa, ON posted April 30, 2021.

Forbes includes U of G Among Canada’s Best Employers Office, Clerical and Technical Position covered by the Collective Agreement with USW Local 4120 Client Services Associate Smith Lane Animal Hospital, Hill’s Pet Nutrition Primary Healthcare Centre (PHC) Ontario Veterinary College Health Sciences Centre Hiring : 2021-0183 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.

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 PHC; coordinating communication with other members of the PHC team regarding patient care and client service; 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 of the PHC; identifying and proposing solutions to improve efficiency and quality of patient care and customer service; other associated duties.

Requirements of the position include: completion of a 1 year medical office administration program plus 1 year related experience in a high volume veterinary customer service environment, or an equivalent combination of education and experience.

Other requirements include; experience with Global Transport payment solutions; demonstrated 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 veterinary terminology and procedures and electronic medical records will be considered an asset.

Must enjoy working with animals and be able to work independently as part of a team.

The incumbent will be cross trained in other areas of the PHC and the OVC Health Sciences Centre based on operational requirements.

Shift work is required.

A protective rabies titre is required.

Position Number 614-004 Classification USW, Local 4120 Salary Band 3 Salary Range $21.54 Minimum $24.06 Normal Hiring Limit $29.09 Job Rate At the University of Guelph, fostering a culture of inclusion is an institutional imperative.

The University invites and encourages applications from all qualified individuals, including from groups that are traditionally underrepresented in employment, who may contribute to further diversification of our Institution.

Posting Date: 2021 04 26 Closing Date: 2021 05 03