Description of Work Unit
At the CSU VTH, we exist to educate the next generation of veterinarians by providing exceptional veterinary care and service to the community…everyday. This work unit exists to provide excellent customer service by providing prompt response to all request in a courteous, compassionate, and efficient manner. We will use our knowledge to properly assess the needs of our customer, instruct professional veterinary students, create a professional environment for veterinary medical research, and to support a veterinary medical facility capable of delivering intensive animal care for the general public and referring veterinarians.
The position exists to ensure adequate coverage in the following areas:
Business Office, Medical Records, Reception, and Call Center
The position directs clients and telephone calls to appropriate veterinary clinicians or departments from both the reception area and the call center. This receptionist will provide administrative support to clinicians and students caring for patients in-hospital or ambulatory care by scheduling clients for optimal facility utilization using various parameters. Enters charges for procedures performed and collects monies owed for services rendered. Assist Medical Records in filing records, preparing charts, making copies, and handling requests for records.
When in reception area, this position will focus on the clients as they arrive on-site and for the duration of their visit, appointment or procedure. Specifically, this role will be responsible to check clients into the hospital, direct individuals, assist with client concerns, update electronic scheduling system, keep clients informed and ensure that patients are seen in a timely manner in the hospital. They will directly influence the clients’ VTH experience. This position will support and cross-cover for the call center, reception, medical records, and client services areas.
When in Equine and Livestock Reception area, this position will focus on pre-admission/pre-registration and communication with the clients when they arrive on-site and for the duration of their visit, appointment, or procedure. This receptionist enters charges for procedures performed and collects monies owed for services rendered. This position will require familiarity with equine and livestock terminology, their unique medical verbiage, and ability to discern urgency of condition or treatment.
When working in the call center, this position will focus on pre-admission/pre-registration and communications. This role will be responsible for answering all calls coming into the hospital on the operator line, small and large animal direct lines, scheduling appointments, paging/connecting clinicians and routing calls appropriately. This role will also maintain the online scheduling system, verify client/patient information, verify rDVM contact information, explain appointment process and procedures and determine patient service area based on nature of medical concerns and urgency of condition.
Functions and duties will vary depending on scheduled/assigned area for any given day. The expectation is that this position will be proficient in all areas.
Two years of general clerical experience of which must have included 6 months of reception experience in a Veterinary Medical environment supporting large and/or small animal services (e.g. hospital or clinic).
College or university coursework within animal science, veterinary science, or directly related field of study may substitute for the experience requirement on a year-for-year basis.
- Candidates using coursework as a substitution for experience MUST submit a transcript to verify that you meet the minimum qualification for the position**
The highly desired candidate will possess the following knowledge, skills, abilities, personal characteristics, and experience directly related and critical to this position:
- Veterinary related experience (large and/or small animal)
- Strong knowledge of medical terminology
- Experience with high-volume, electronic scheduling/ medical records
- Experience with basic bookkeeping and accounts receivable methods
- Excellent customer service and interpersonal skills, both in person and over the phone
- Demonstrated attention to detail and organizational skills, as well as the ability to identify priorities and respond as needed
- Demonstrated ability to remain calm in a fast-paced environment
- A flexible and caring approach to customer service when scheduling appointments, collecting payment, and addressing other customer needs (e.g. excitement for a new pet, compassion when an animal has been injured)
Essential Job Duties
Job Duty Category Client Hospitality Duty/Responsibility
- Meet or exceed client expectations by facilitating client care and appointment scheduling.
- Greet and provide prompt responses to all clients in a courteous, compassionate, and efficient manner.
- Serve clients by providing correct information, directing inquiries to appropriate departments, and assessing clients’ medical and emotional needs.
- Schedule appointments by matching available dates/times with prerequisites for appointments and requested/recommended services.
- Determine if requested service is appropriate and apprises the client of options and potential outcomes.
- Explain and clarify appointment process and procedures.
- Verify client/patient information.
- Provide basic hospital information and direct clients to various locations in the hospital or surrounding areas.
- Maintain oversight of reception waiting areas.
- Liaison between clients, clinicians, and referring veterinarians.
- Comfort distressed clients.
Percentage Of Time 50% Job Duty Category Communication and Documentation Duty/Responsibility
- Utilize multiple communication systems or methods by answering and routing incoming telephone calls, transmitting messages via personal pagers, overhead intercom, two-way radios, personal contact, written messages, and voice mail. The accuracy of judgment is essential, as life and death decisions are made from information gathered to implement appropriate courses of action.
- Page or contact service areas as required to ensure timely client care.
- Observe wait times and follow up if clients are not served.
- Distribute and send faxes as needed.
- Compile data and records by collecting and accurately entering client, donation, and patient data into the computer, updating daily hospital census, assembling financial and medical forms for appointments. * Verify client/patient information at every contact.
- Collect and enter charges to animals invoice for exams, diagnostic testing, and procedures performed. * Audit charges, ensuring completeness and accuracy utilizing animal’s medical records, and information from doctors, students, staff, and clients.
- Receive and posts payments for invoices.
- Balance and enter deposits from previous day’s transactions.
- Quote prices for services.
- Apprise clients, veterinary students, and clinicians of any policy-procedure changes regarding the client/patient experience and follows-up to ensure compliance.
Percentage Of Time 20% Job Duty Category rDVM Service Duty/Responsibility
- Assess rDVM needs, forwards calls as requested and follows-up on rDVM requirements.
- Verify rDVM information and updates database.
- Ensure rDVM follow-up from all emergencies.
- Facilitate communication between clinician, clients, and rDVMs.
- Follows-up on customer service calls and surveys.
- Assist with concerns and complaints.
- Promote the VTH at every opportunity and works diligently to maintain excellent public relations.
- Activate service recovery initiatives.
Percentage Of Time 10% Job Duty Category Trainer Duty/Responsibility
- Train and educate employees, incoming students, and clinicians regarding hospital policies and procedures.
- Design and format schedules and works with service areas to gather clinician and service schedules to maintain schedule integrity three months out.
- Compile information for others’ use in both written and electronic formats.
- Fax, prepare and send packages/mail.
- Compiles and retrieves medical records, makes copies, updates procedure manuals and referring veterinarian list, cleans reception and waiting areas, types various government forms, orders forms, and maintains equipment.
- Adapt to numerous clinician practice preferences and annual student turnover.
- Advise leadership team providing input/feedback to changes or proposed changes in the reception area, call center, and business office.
Percentage Of Time 20%
Special Instructions to Applicants
APPLICATION INSTRUCTIONS AND INFORMATION
- Clearly document job duties performed that relate to minimum qualifications, preferred qualifications, and essential job duties in the “Work Experience” section on the application. We must be able to evaluate your experience based on this information.
- Clearly outline dates of employment and hours worked per week for each employment experience listed in the Work Experience section of the Application so that we can calculate full-time experience.
- The APPLICATION is the only document that will be utilized to determine if minimum qualifications, as outlined in the job posting, have been met. The Application is considered to be the legal document on file; resumes will not be reviewed for minimum qualification requirements.
- If an Application is considered “Incomplete”, the application will be removed from consideration for the position.
- An Application is incomplete if no current/ previous employment is included in the Work Experience section of the Application.
- An Application is incomplete if “see resume” (or something similar) is noted, or previous employment does not contain job duties for every position in the Work Experience section of the Application.
- When a resume is listed as a required document, it may be used in the comparative analysis/ evaluation process to determine the candidates that most closely meet the qualifications of the position. This process occurs after an application has passed the minimum qualifications screening. **Please see the “Required Documents” section of the posting.
- Resumes will not be accepted in place of a complete application; however, resumes may still be required as a component of complete application materials.
- The selection process for State Classified positions may include an exam(s), which often requires candidates to physically appear (at the CSU campus in Fort Collins, CO) at the candidates’ own expense.
- All status updates for this position will be sent via email from firstname.lastname@example.org. In addition to your Inbox, remember to check in your Junk and Deleted folders for these important communications.
- Pertinent updates to your application status can be obtained by logging into your application account at https://jobs.colostate.edu
1) Multiple ways to login:
- Enter your Username and Password on the home page to login,
- Click on Login (in the upper left-hand corner) – then Login (Under Apply without Vitae),
- or Click on Returning Applicant – then Login (under Apply without Vitae)
2) Select “Your Applications” in order to display all the applications you have submitted to open positions as well as the following:
- You can view the Status of your application for each position
- You can withdraw your application from consideration
- You can view the job posting for the position you applied
- You can archive the application once the position has been filled
DEPARTMENT CONTACT INFORMATION
- Please check the “Help” link online at https://jobs.colostate.edu/help/ for assistance on your application or for answers to Frequently Asked Questions.
- All other inquiries should be directed to the Colorado State University Human Resources Office at the main phone line: 970-491-MyHR (6947).
Conditions of Employment
Pre-employment Criminal Background Check (required for new hires), Essential Services Designation - Must be willing and able to report to work without delay or interruption to ensure the health, safety, and welfare of our clients.
Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy. Colorado State University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services.
Background Check Policy Statement
Colorado State University (CSU) strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks. The type of background check conducted varies by position and can include, but is not limited to, criminal (felony and misdemeanor) history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will be conducted when required by law or contract and when, in the discretion of the university, it is reasonable and prudent to do so.
Employment and Appeal Rights
If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination. Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging.
Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director’s Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director’s Administrative Procedures are available at www.colorado.gov/spb.
A standard appeal form is available at: www.colorado.gov/spb. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.