Kansas State University Libraries Client Services Assistant (Veterinary Health Center) in Manhattan, Kansas
About this Role: 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.
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* Principles of Community.* **
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 record.
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. Clal 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 on-call rotation for emergency hours. Receive and direct visitors to the Veterinary Medical Complex.
Required Minimum Qualifications:
- High School Diploma
- One year of experience in general office, clerical, and administrative support work. Education may be substituted for experience as determined relevant by the agency.
- 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
Salary Range / Pay Rate: $ 11.48 - $ 17.22 per hour
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.
Department: 3670080070 Veterinary Health Center
Job no: 503559
Work type: Staff Full Time (Unclassified)
Location: Manhattan, Kansas
Categories: Administrative / Professional, Office / Clerical, Veterinary Medicine, Customer Service
Advertised: 09 Apr 2018 Central Daylight Time
Applications close: Open until filled