Client Services Assistant (Veterinary Health Center)
General Description of Position: The Veterinary Health Center is seeking applicants for a Client Services Assistant. This position is to provide staff assistance for services through the Discharge/Emergency Desk in the KSU-Veterinary Health Center, including clerical and administrative support for the Director of Client Services. Hospital mission includes requirements of providing quality medical services to clients and training for professional veterinary students. Initial after-hours client contact with the KSU VHC for emergency cases frequently occurs by phone or in person through this area. 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. Accurate and timely review of medical records is vital in our process of charging appropriately and consistently for services provided, and in a manner which provides clients accurate billing.
Hours for this position is Noon - Midnight on Sunday - Tuesday and Wednesday are 4:00 p.m. - 8:00 p.m.Diversity and Inclusion: Kansas State University embraces diversity, and promotes inclusion in every sector of the institution. The university established the Office of Diversity, led by the associate vice provost for diversity and a dedicated staff. Additionally, each college has a designated Diversity Point Person to provide insight and guidance.
Kansas State University received the prestigious Higher Education Excellence in Diversity, or HEED, award from Insight Into Diversity magazine for the past three years. Multicultural students account for 15 percent of our student population, a university record and continuing trend.Job Description: 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 computer data-entry skills, and a customer service approach. These duties are accomplished by obtaining information from clients, as it pertains to themselves and their pets, entering this data into the Hospital Management and Medical Records System, and preparing several forms for admission, including the patient medical record.
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. Schedule recheck appointments for each clinical service, following specific guidelines and requirements.
PHONES: Act as telephone receptionist for all calls into the Veterinary Health Center. Calls include those from clients requesting emergency treatment of their animals or an update on their hospitalized pets' condition, refining veterinarians needing consultations, inter-hospital calls among staff, faculty and senior veterinary students, and general consultation/information calls from the public. Call duration and difficulty varies greatly and flexibility and finesse are needed. Use of multi-line console, in-hospital overhead paging system, personal pager system, and one-on-one contact are used to accomplish these tasks. Extensive knowledge of hospital protocol, faculty and staff rosters, emergency rosters, and daily census sheets are required. Excellent telephone skills, customer relations, and sound decision making skills are paramount.
OVER-THE·COUNTER SALES: Dispense supplies and pharmaceuticals as requested and sell pet food to faculty, staff, students, and clients. Receive and process payment for these items.
MANAGEMENT OF THE KSU/VHC EMERGENCY DESK: Preparation of Daily Emergency Duty Schedule including the names, pager number of on call clinicians, technicians and senior veterinary students. Responsible for limited security of the building, including the admission and discharge of persons through the automatic door-lock system.
OTHER RESPONSIBILITIES: Responsible for the microchip reader security and checkout, key lock box security and checkout, monitoring of the door lock system and update of the discharge desk procedures manual. Perform all other duties/special projects as assigned by supervisor. All other duties/special projects as assigned by supervisor.Required Minimum Qualifications: One year of experience in general office, clerical and administrative support work. Education may be substituted for experience as determined relevant by the agency. Preferred Qualifications:
- 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.
- Computer skills, including knowledge of word processing computer software and medical data base programs.
- Ability and skills to efficiently coordinate calls on a multi-line telephone system.
- Aptitude and accuracy with math skills to include the ability to handle money.
- Ability to collaborate with established procedures, protocol, and instruction from supervisor. Ability to complete data entry in computer system accurately and in a timely fashion.
- Ability to apply skills of a service oriented nature position to the public, faculty and students in order to promote harmonious working relationships and excellent veterinary medical care for patients.
- Ability to collaborate with established procedures, protocol, and instruction from supervisor.