Client Services Assistant

Kansas State University Foundation

About this Role:

The Veterinary Health Center within the College of Veterinary Medicine is seeking applicants for a Client Services Assistant. This position is responsible for providing quality client services in the Large Animal, Small Animal and Discharge Desk areas in the Veterinary Health Center, as well as providing clerical and administrative support for the Director of Client Services. 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. The University actively seeks individuals who foster a collegial environment and cooperative interactions with coworkers, students, and others. The University is dedicated to promoting 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 computer 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 Vetstar hospital management 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 pocket pager, overhead paging system, voice mail transfer, or written notes. Calls include those from the public, referring veterinarians needing consultation or appointments, inter-hospital calls among staff, faculty and senior professional students and emergency care calls. Call duration and difficulty varies greatly. Flexibility and finesse are needed each time to make quick judgments of the patron’s needs as well as the 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 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 judgement and decision making is necessary to separate the “can waits“ and the “must be seens.“ This tasks 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.

OTHER RESPONSIBILITIES: Accurately and efficiently enter, maintain, and access information within the Vetstar database to include creating templates for services and small animal sections; creating calendar templates for various sections; retrieving schedules from section heads, set up 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. Oversee the work of the student assistants to ensure that all protocols and Client Services Employee Expectations are followed. Receive and direct visitors to the Veterinary Medical Complex.

Required Minimum Qualifications:

  • One year of experience in general office, clerical and administrative support work
  • Must possess a driver’s license once employed

Preferred Qualifications:

  • Two years’ experience in clerical or office support work
  • Training in general office practice
  • 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 program software will be an asset for this position
  • Good public relations 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, protocol and instruction from supervisor
  • 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

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 and will continue until the position is filled.

Salary Range / Pay Rate:

$ 12.22 – $ 18.31 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.

Advertised: Oct 05, 2020 Central Daylight Time

Applications close:

JR2019