Description
Emergency Services Supervisor, College of Veterinary Medicine 

Full-time, Non-exempt, Market range 04

The College of Veterinary Medicine invites applicants to apply for a new Emergency Services Supervisor of Client Services.  Under the general direction of the Manager of Client Services, is responsible for supervising and coordinating Client Services staff functions during emergency service hours. Supervises the SACS and LACS reception team members. Coordinates work schedules to ensure adequate coverage for the area. Approves requests for time off and performs annual performance reviews for team members. Works closely with the specialty services and ECC service to resolve requests that fall outside of normal operating procedures. This is a working supervisor position and will participate in front line duties. Works closely with the Client Services Day Shift Supervisor and Scheduling Supervisor to ensure adequate coverage for reception areas. Duties will include helping to staff and schedule staffing for holiday and administrative closing days. Acts in the absence of the Client Services Manager.

Typical work hours are afternoons, including weekends.

Typical Responsibilities:

Supervision and coordination

• Ensure timely, accurate, and efficient completion of work assignments

• Directly supervise workers assigned to the SACS and LACS ER Reception teams

• Review and approve time entry and leave requests for team members

• Perform annual performance reviews for scheduling team members

• Work with Client Services manager in the evaluation, justification, recommendation, and selection of equipment and supplies for the scheduling area

• Perform audits and review work performed to ensure accuracy, completion, and adherence to unit's procedures

• Respond to moderately difficult, non-routine inquiries that arise during emergency service hours

• May respond to client complaints

• Work with Client Services manager to plan, develop and implement policies, procedures, and protocols related to scheduling

• Provide input related to unit's budget

• Responsible for maintaining the current patient list in the Web HCS

• Act in the absence of the Client Services Manager during emergency service hours

 

Communication and Facilitation

• Answer calls and facilitate communications from veterinarians and clients

• Triage incoming phone calls/requests for appointments to determine if emergent, urgent, or routine referral. Direct calls based on case needs as per protocols

• Facilitate client communication with specialty services/ECC to answer questions as per standard operating procedure.

• Monitor Client Services email ticket system. Respond in a timely manner or delegate to appropriate personnel per standard operating procedures.

• Advise referring practices and clients about Hospital policies

• Facilitate requests from outside veterinarians to consultations with VMC specialty ECC veterinarians

• Address non-routine scheduling requests

 

Reception and phones

• Schedule appointments for referring veterinarian’s patients and client’s pets

• Obtain and review relevant medical history records and imaging, and upload documents into the web Hospital Computer System (Web HCS). Contact referring practice to obtain missing paperwork prior to the appointment date and time.

• Verify owner, patient, and referring information and Initiate client, patient, and referring veterinarian records within the Web HCS database.

• Research cases for follow up visits to ensure correct scheduling. Review previous Discharge Instructions, Client communications.

• Act as Liaison and client advocate between client, veterinarians, and technicians to ensure client and veterinarian scheduling needs are addressed

• Work closely with the Veterinary Referral Coordinator team to coordinate referral appointment needs and ensure consistency in scheduling appointment

• Provide backup for referral coordinator, when needed.

• Advise answering service of any last minute changes in duty roster for overnight coverage

Qualifications
Knowledge, Skills, and Abilities Needed:

Critical thinking and problem solving skills. Organizational and multi-tasking skills. Ability to triage incoming cases and calls to determine potential emergent cases and respond appropriately. Leadership and communication skills. Intermediate computer skills. Ability to communicate effectively with a diverse population and throughout all levels of the hospital. Ability to identify and anticipate needs of the clients and clinicians to ensure a high level of client care. Ability to work with others in a respectful and cooperative manner. Ability to work under stressful or demanding conditions. Ability to maintain professional demeanor, behavior and appearance. Problem resolution and negotiation skills. Ability to operate computer, fax machine, credit card terminals, and adding machine. Money handling skills. Exceptional customer service skills. Ability to maintain confidentiality. Ability to follow instructions and standard operating procedures. Able to work with minimum supervision.

Minimum Qualifications:

High school diploma or GED with a minimum of 2-3 years of experience in an office or other customer service setting.

Preferred Qualifications:

Minimum 3 years' experience in veterinary or human medical office or hospital.  Appointment scheduling experience in a medical office setting.  Previous supervisory experience.

Job: Other Admin Asst/Secr/Clerical
Primary Location: US-Tennessee-knoxville
Organization: Veterinary Hospital Administration
Schedule: Full-time
Job Posting: Jun 30, 2021, 2:30:00 PM