Admin Assistant II (Full-time, Hourly)

• Call Center
• Business Office
• Medical Records
• Reception

• Two years (24 months at full-time, 40hrs/wk) of experience in customer service as a first point of contact.

• Education can substitute for a year of the required experience.

• Excellent interpersonal skills with a focus on customer service
• Demonstrated experience in a veterinary environment
• Excellent communication skills (verbal, written, etc.)
• Ability to prioritize a high volume of work with a high level of productivity and accuracy is required
• Ability to interpret complex rules, regulations, policies, procedures, and guidelines and apply them appropriately
• Keen attention to detail
• Strong problem-solving skills
• Ability to maintain confidentiality for all information regarding faculty, staff, and student records, communications, and personnel matters
• Ability and willingness to learn new programs
• Experience in an office environment
• Working knowledge of medical terminology
• Related state service experience

• 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 inquires 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 the requested service is appropriate and apprises the client of options and potential outcomes.
• Explain and clarify the appointment process and procedures.
• Verify client/patient information.
• Provide basic hospital information and direct clients to various locations in the hospital or surrounding areas.
• Liaise between clients, clinicians, and referring veterinarians.
• Comfort distressed clients.

• 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.
• 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.
• Compile data and records by collecting and accurately entering client and patient data into the computer, updating hospital information, and completing any necessary processes to prepare for appointments.
• Verify client/patient information at every contact.
• Audit charges, ensuring completeness and accuracy utilizing animal’s medical records, and information from doctors, students, staff, and clients.
• Receive and post payments for invoices.
• Balance and enter deposits.
• Quote prices for services.
• Apprise clients, veterinary students, and clinicians of any policy-procedure changes regarding the client/patient experience; follows-up to ensure compliance.

• Assess rDVM needs, forwards calls as requested, and follows up on rDVM requirements. Verifies rDVM information and updates database.
• Facilitate communication between clinicians, clients, and rDVMs.
• Follow 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.

• 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 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.

• Clearly document job duties you have performed that relate to minimum qualifications, preferred qualifications, and essential job duties in the Work Experience section on the application. Human Resources 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 Human Resources can calculate full-time work experience. Please note: Part-time experience will be calculated to determine the full-time equivalent.
• The Work Experience 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.
• Positions requiring a degree or if using education as a substitution for work experience (e.g.: Associate or Bachelor’s) transcripts are required in order to verify receipt of the required degree or coursework. If official or unofficial transcripts are not supplied at the time of application, the Application is incomplete.

• 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.

• Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.
• The selection process for State Classified positions may include an exam(s) and interview(s) which require 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 [email protected] , OR the Employment Consultant facilitating the search process. In addition to your Inbox, remember to check the Deleted and Junk 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

• 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 (970) 491- MyHR(6947).

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 and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. 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.

The Acting Title IX Coordinator is the Vice President for Equity, Equal Opportunity and Title IX, 123 Student Services Building, Fort Collins, CO. 80523-0160, (970) 491-1715, [email protected] .

The Section 504 and ADA Coordinator is the Vice President for Equity, Equal Opportunity and Title IX, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836.

Colorado State University 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 history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so.

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.