Small Animal Concierge (Veterinary Health Center)

Manhattan KS
Oct 13, 2017
Institution Type
Four-Year Institution

General Description of Position: The Veterinary Health Center (VHC) is seeking applicants for Small Animal Concierge. This position is responsible for providing quality client services in the Small Animal receiving area of the VHC. Hospital mission includes providing quality medical services, training for professional veterinary students, and excellent client communication and service. Client services must be provided in a professional manner since first impressions often establish the customer’s assessment of the overall quality of care. It is important that this position establish good will and open communication to ensure that clients become part of the treatment team, will return the VHC and will refer others to Kansas State for care. 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.  Job Description: CLIENT CARE: Respectfully greet clients and provide guidance about appointment process. Proactively identify opportunities to provide a positive patient experience by anticipating clients’ needs (eg. provide directions, hotel/restaurant information, etc.), monitoring wait times for individual clients, and offer assistance to ensure clients are as comfortable as possible. Address client concerns through active listening and empathetic response. This position will collaborate with medical service staff and veterinary students to ensure a positive experience for each client. The individual will help to communicate the timing of admissions, procedures and discharges so that clients coming from a distance are not inconvenienced and receive accurate information. The individual may be asked to contact clients for updates on the condition, progress and further plans for their patient.

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.

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, referring 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 multiline 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.

APPOINTMENTS: Schedule appointments for the appropriate service of the KSU-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 judgment and decision making is necessary to separate the “can waits” and the “must be seens”. This task requires above average knowledge of medical terminology, health diseases and symptoms, hospital protocol, and customer service techniques. Work is periodically reviewed by supervisor for results achieved. 

Required Minimum Qualifications: Requires one year of relevant experience  Preferred Qualifications:
  • Two years’ experience in clerical or office support
  • Training in general office practice
  • Experience in over-the-counter sales with related ability to accurately handle money
  • Experience with data processing and personal computer usage
  • Experience with veterinary hospital management program software, such as VetStar, will be an asset for this position
  • Experience working in a veterinary hospital
  • Good public relation skills to include the ability to communicate professionally under stress such as might be imposed by an impatient client or doctor
  • Working knowledge of medical terminology
  • Knowledge of common small animal diseases, injuries and other disorders
  • Computer skills, including knowledge of word processing computer software and medical data base programs
  • Ability and skills to efficiently coordinate calls on a multiline 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 
Special Instructions to Applicants: Please submit an application along with a 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.