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Client Services Assistant

Apply now Department: 3670080070 Veterinary Health Center
Job no: 514179
Employment type: Staff Full Time (Unclassified - Term)
Location: Manhattan, Kansas
Worksite: On-site requirement
Categories: Veterinary Medicine
Pay Grade: 04A

About This Role:

The Veterinary Health Center (VHC) 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 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. Hours and work week may vary based on medical emergencies, evening, weekend or holiday coverage. Any variance should be approved and mutually agreed with Supervisor prior to beginning of work week. This position is designated as essential. Being open 24/7, times could fluctuate to accommodate the VHC. Rotating on call shifts and weekend shifts. The hours for this position will be Wednesday 10:00am – 6:00pm, Thursday 2:00pm – 10:00pm, Friday 2:00pm – 10:00pm, Saturday 9:00am – 5:00pm, and Sunday 9:00am – 5:00pm.

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 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 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 the supervisor for results achieved.  
  • OTHER RESPONSIBILITIES: Accurately and efficiently enter, maintain, and access information within the VHC 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. Looking over all charges before discharging the patient to make sure the most common charges have been added.

Why Join Us:

Kansas State University offers a comprehensive benefits package that includes health insurance, life insurance, retirement plans, paid time off – vacation, sick, and holidays.   To see what benefits are available, please visit:  https://www.k-state.edu/hcs/benefits

We Support Diversity and Inclusion:

Kansas State University embraces diversity and 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.

What You’ll Need to Succeed:

Minimum Qualifications:

  • One year of experience in general office, clerical and administrative support work.

Preferred Qualifications:

  • High school diploma.
  • Two years experience in clerical or office support work preferred.
  • 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 Instinct, will be an asset for this position.
  • Good public relations skills to include the ability to communicate professionally under stress.
  • Working knowledge of medical terminology.
  • Computer skills, including knowledge of work 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 are for patients.

Other Requirements:

  • Applicants must be currently authorized to work in the United States at the time of employment.

How to Apply:

Please submit the following documents:

  1. Resume
  2. Cover letter
  3. Contact information for three professional references

Screening of Applications Begins:

Screening begins immediately and continues until the position is filled.

Anticipated Hiring Salary Range:

$15.00 - $17.00/hour

Equal Employment Opportunity:

Kansas State University is an Equal Opportunity Employer.  All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, age, national origin, disability or status as a protected veteran.

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.

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