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Kansas State University
Posted: 08/19/2021
Client Services Assistant

Client Services Assistant

Department: 3670080070 Veterinary Health Center

Job no: 511309

Employment type: Staff Full Time (Unclassified - Term)

Location: Manhattan, Kansas

Categories: Veterinary Medicine

Pay Grade: 04A

About this Role:

The Veterinary Health Center (VHC) within the College of Veterinary Medicine is seeking applicants for a Client Services Assistant. This position is responsible for providing quality client services in the Large Animal, Small Animal, and Discharge/Emergency desk areas in the Veterinary Health Center, as well as providing clerical and administrative support for the Client Services Manager. Hospital mission includes requirement of providing quality medical services to clients and training for professional veterinary students. Client services must be provided in a professional manner, since first impression of service quality must be established at the time of initial contact to facilitate customer satisfaction, good will, and repeat customer business.

This position will function in a float capacity and will be cross trained to work each of the Client Services rotations. The rotation schedule will vary and could range between days, evenings, and overnights to cover for our employees who have scheduled time off. Our Client Services Department is an essential part of our hospital operation and employee shifts cover the department 24 hours per day / 7 days per week.

We Support Diversity and Inclusion:

Kansas State University embraces diversity, and promotes inclusion in every sector of the institution. The university actively seeks candidates whose commitments and contributions will advance the University's commitment to the

Duties / Responsibilities:

ADMISSIONS: Receive and admit patients for care into the Veterinary Health Center (VHC). This requires a thorough knowledge of VHC protocol, familiarity with animal species and breeds, basic knowledge of medical terminology and health problems, accurate typing and data-entry skills, and a customer service approach. These duties are accomplished by obtaining information from clients on themselves and their pets, entering this data into the hospital information system, and preparing several forms for admission, including the patient medical records.

DISCHARGES: Process client financial invoices for patient discharge. This includes calculating charges, including applicable markups, reviewing charges assessed by faculty veterinarians, and entering this data into the Hospital Management System. Collection of cash, check, and credit card payments from clients and verification of total invoice for accuracy. Process credit card payments and reference charge clients for credit status. Receive and account for cash received and all cash transactions during duty shift.

PHONES: Act as a telephone receptionist for calls into the desk area by answering multi-line telephone system and meeting the caller's needs or directing the caller to the appropriate section or person, via pager, overhead paging system, voicemail, transfer, or written messages. Calls include those from the public, referring veterinarians needing consultation or appointments, inter-hospital calls among staff, faculty, senior professional veterinary students, and emergency care. Call duration and difficulty varies greatly. Flexibility and finesse are needed each time to make quick judgments of the patron's needs as well as clinician schedules. Extensive knowledge of hospital protocol, faculty and staff rosters, on-call rosters, daily census sheets, and familiarity with medical terminology, customer relations, and sound decision making skills are paramount to maintaining quality performance in this area.

APPOINTMENTS: Schedule appointments for the appropriate service of the VHC. Make appointment lists showing client, clinician, and referring veterinarian by first assessing patient symptoms followed by deciding what hospital service should see the animal. Client and patient information is then matched with an available appointment and entered into the computer. Daily appointment lists are generated for each hospital service. Sound judgement and decision making are necessary to separate the “can waits” and the “must be seen”. This task requires above average knowledge of medical terminology, health diseases and symptoms, hospital protocol, and customer service techniques.

OTHER RESPONSIBILITIES: Accurately and efficiently enter, maintain, and access information with in the hospital information system to include creating templates for services and small animal sections; creating calendar templates for various sections; retrieving schedules from section heads to set up a master calendar for all small animal sections. Perform additional duties/special projects as assigned by supervisor. Supervise Small Animal Receiving Desk on a rotational basis during Saturday morning vaccination clinics in order to maintain established level of services to the public. Participate in standby on-call rotation for emergency hours. Receive and direct visitors to the Veterinary Medical Complex.

Required Minimum Qualifications:

One year of experience in general office, clerical, and administrative support work.

Preferred Qualifications:

High School Diploma.

Training in general office practice.

Two years experience in clerical or office support work preferred.

Experience in over-the-counter sales with related ability to handle money.

Experience with data processing and personal computer usage.

Experience with veterinary hospital management system will be an asset for this position.

Good public relation skills to include the ability to communicate professionally under stress such as might be imposed by an abusive client.

Working knowledge of medical terminology.

Ability and skills to efficiently coordinate calls on a multi-line telephone system.

Ability to collaborate with established procedures, protocols, and instruction from supervisor.

Ability to apply skills of a service oriented nature to the public, faculty, and students in order to promote harmonious working relationships and excellent veterinary care for patients.

Special Instructions to Applicants:

Please submit cover letter, resume, and contact information for three professional references

Screening of Applications Begins:

Screening of applications begins immediately and will continue until the position is filled.

Salary Range / Pay Rate:

$12.46- 18.31/hr

Equal Employment Opportunity:

Kansas State University is an Equal Opportunity Employer of individuals with disabilities and protected veterans and actively seeks diversity among its employees.

Background Screening Statement:

In connection with your application for employment, Kansas State University will procure a Background Screen on you as part of the process of considering your candidacy as an employee.

Advertised: Aug 18, 2021

Application Closes: Open until filled

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