|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.
|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.