Admin Assistant II - Equine Sports Medicine

Colorado State University

Fort Collins, CO

ID: 7066506
Posted: May 26, 2020
Application Deadline: Open Until Filled

Job Description

Description of Work Unit
At the CSU VTH, we exist to educate the next generation of veterinarians by providing exceptional veterinary care and service to the community…everyday. This work unit aims to provide excellent customer service by providing a prompt response to all requests in a courteous, compassionate, informed and efficient manner. We use our knowledge to properly assess the needs of our customers, instruct professional veterinary students, create a professional environment for veterinary medical research, and to support a veterinary medical facility capable of delivering intensive animal care for the general public and referral service for private practice veterinarians. Specifically, the Equine Sports Medicine unit aims to optimize the health and performance of equine athletes and cater to the unique and specific needs of performance horses as well as their owners and trainers.

Position Summary
This position exists to receive client inquires, requests and telephone calls; to coordinate the appropriate information in order to optimally schedule services for equipment, facility, and clinician utilization; as well as to provide administrative support to clinicians that are caring for patients’ either in-hospital or ambulatory; and by maintaining communication throughout the service.

Fielding phone calls from the Equine Sports Medicine phone line will focus on pre-appointment information and communications. Specifically, this role will be responsible for answering all calls, scheduling appointments, connecting with clinicians and returning calls timely. This role will also maintain the online scheduling system, verify client/patient information, explain appointment process and procedures, and determine patient needs based on the nature of medical concerns and the urgency of condition.

Scheduling Equine MRI appointments will be a small portion of this position, in coordination with the Equine imaging section. This person will be responsible for fielding requests from in-hospital, ambulatory, and Sports Medicine clinicians as well as rDVM and direct client inquires; communicating with in-hospital services to admit the patient and the EORC team to perform the MRI; and then ensure all necessary paperwork is submitted in advance of the MRI appointment.

Minimum Qualifications
Two years (24 months/full time) of clerical experience

Preferred Qualifications
The highly desired candidate will possess the following knowledge, skills, abilities, personal characteristics, and experience directly related and critical to this position:

Experience in a veterinary service-oriented field
Demonstrated ability to learn and retain complex information
Strong attention to detail
Ability to learn new policies and procedures
Demonstrated customer service skills
Ability to quickly shift priorities
Essential Job Duties
Job Duty Category Schedule Coordinator
Assists clinicians and students by applying veterinary medical knowledge to direct client contact, referring veterinarian contact, and scheduling appointments. Serves clients by providing correct information, directing inquires to appropriate clinician, and listening to and assessing clients’ medical and emotional needs. Schedules appointments by matching available dates and times with prerequisites for appointments to ensure delivery of requested/recommended services. Gathers information to determine if requested service is appropriate and apprise the client of the best situation for desired outcome. Meets or exceeds customer expectations. Explain appointment process and procedures. Verify client/patient information.

Receives requests for equine MRI and coordinates between in-hospital services to set up appropriate schedule for appointment. Communicates and coordinates between Diagnostic Imaging service, Equine Orthopedic Center for Translational Medicine Institute center personnel, and Equine Surgery service. Sends and verifies completion of pre-appointment paperwork from rDVM and client. Provides any further client communication before and after procedure is complete.

Percentage Of Time 35%
Job Duty Category Customer Service
Utilizes multiple communication systems or methods by answering and routing in-coming telephone calls, transmitting messages via personal phones, personal contact, written email, and voice mail. Accuracy of communication and collecting information is essential for client service and satisfaction, as well as providing accurate patient history and current status to clinicians. Provides prompt response to all requests in a courteous, compassionate, informative and efficient manner. Provides necessary related appointment information to client. Provides directions and travel information for in-hospital appointments. Obtains directions and appointment location for field appointments and relays to clinicians & technicians.


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