|Working Title||Admin Assistant II - HOURLY|
|Position Location||Fort Collins, CO 80523|
|Classification Title||Admin Assistant II|
|Position Type||State Classified|
|Salary||$16.38/hr + Full Benefits|
|State Classified Hourly||Yes|
|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:
The position directs clients and telephone calls to appropriate veterinary clinicians or departments from both the reception area and the call center; and to provide administrative support to clinicians and students caring for patients’ in-hospital or ambulatory 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 when 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 working in the call center, this position will focus on pre-admission/pre-registration and communications. Specifically, this role will be responsible for answering all calls coming into the hospital currently on the operator line, small and large animal direct lines, scheduling appointments, paging/connecting clinicians and routing calls appropriately. This role will also maintain 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. The area assigned for a given day or time of day is subject to sudden and immediate change. This position will greet each change with goodwill and positive attitude. Hours worked per day are flexible within the 40 hour work week.
Two years (24 months at full-time, 40hrs/wk) of experience in customer service as a first point of contact. Six months must have been in a veterinary medical environment.
Note: Part-time experience will be calculated to determine the full-time equivalent experience.
The highly desired candidate will possess the following knowledge, skills, abilities, personal characteristics, and experience directly related to this position:
|Job Duty Category||Client Care Facilitation|
Meets or exceeds client expectations by facilitating client care and appointment scheduling. Greets and provides prompt responses to all clientss in a courteous, compassionate, and efficient manner. Serves clients by providing correct information, directing inquires to appropriate departments, and assessing clients’ medical and emotional needs. Schedules appointments by matching available dates/times with prerequisites for appointments and requested/recommended services. Determines if requested service is appropriate and apprises the client of options and potential outcomes. Explains and clarifies appointment process and procedures. Verifies client/patient information. Provides basic hospital information and direct clients to various locations in the hospital or surrounding areas. Maintains oversight of reception waiting areas. Liaisons between clients, clinicians, and referring veterinarians. Comforts distressed clients.
|Percentage Of Time||50%|
|Job Duty Category||Communication/Documentation|
Utilizes multiple communication systems or methods by answering and routing in-coming 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. Pages or contacts service areas as required to ensure timely client care. Observes wait times and follow up if clients are not served. Distributes and sends faxes as needed. Compiles 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. Verifies client/patient information at every contact.
Collects and enters charges to animals invoice for exams, diagnostic testing, and procedures performed. Audits charges, ensuring completeness and accuracy utilizing animal’s medical records, and information from doctors, students, staff and clients. Recieives and posts payments for invoices. Balances and enters deposits from previous day’s transactions. Quotes prices for services. Apprises clients, veterinary students, and clinicians of any policy-procedure changes regarding the client/patient experience; follows-up to insure compliance.
|Percentage Of Time||20%|
|Job Duty Category||Facilitates rDVM service|
Assesses rDVM needs, forwards calls as requested and follows-up on rDVM requirements. Verifies rDVM information and updates data base. Ensures rDVM follow-up from all emergencies. Facilitates communication between clinician, clients, and rDVMs. Follows up on customer service calls and surveys. Assists with concerns and complaints. Promotes the VTH at every opportunity and works diligently to maintain excellent public relations. Activates service recovery initiatives.
|Percentage Of Time||10%|
|Job Duty Category||Teamwork|
Trains and educates employees, incoming students and clinicians regarding hospital policies and procedures. Designs and formats schedules and works with service areas to gather clinician and service schedules to maintain schedule integrity three months out. Compiles information for others’ use in written and electronic formats. Faxes, prepares and sends 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. Adapts to numerous clinician practice preferences and annual student turnover. Advises leadership team providing input/feedback to changes or proposed changes in reception area, call center and business office.
|Percentage Of Time||20%|
|Special Instructions to Applicants||
APPLICATION INSTRUCTIONS AND INFORMATION
DEPARTMENT CONTACT INFORMATION
|Conditions of Employment||Pre-employment Criminal Background Check (required for new hires), Essential Services Designation - Required to report without delay or interruption to provide essential or emergency services to ensure health, safety, and welfare.|
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 Title IX Coordinator is the Executive Director of the Office of Support and Safety Assessment, 123 Student Services Building, Fort Collins, CO 80523 -2026, (970) 491-7407.
The Section 504 and ADA Coordinator is the Associate Vice President for Human Capital, Office of Equal Opportunity, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836.
|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.