Essential Functions
Client Responsibilities
• Delights clients by welcoming them to the VMC and provides a caring, reliable and knowledgeable first contact point.
• Assists with accurate electronic medical record keeping by ensuring all authorization forms are signed and completed records are forwarded to Medical Records for scanning.
• Schedules appointments and consults across receiving services.
• Communicates with services to ensure efficient and effective patient care.
• Ensures that the billing process is initiated in the hospital computer system and all personnel tending to patient are entered on bill order.
• Creates a safe, secure, and accident-free work environment by ensuring that clients/patients are accompanied by a staff member when unloading and entering clinical areas.
• Quickly and efficiently identifies distressed clients and escalates to appropriate staff member when necessary.
• Ensures visitors are registered before entering the clinic, notifying proper personnel of arrival before clients enter clinical area.
• Follows hospital guidelines for taking scheduling and admitting patients.
• Give directions to vendors, clients and visitors.
• Serves as a mentor to new students/interns during orientation by sharing knowledge of clinical policies and procedures.
• Maintains VMC cleanliness standards.
• Maintains accurate record of parking permits distributed and ensures there are enough permits for after-hours needs.
• Serves internal clients (staff, students and clinicians) by maintaining accurate call/face to face documentation on interactions according to protocol and providing complete and accurate information during every contact
• Facilitate consults clinicians and specialty departments
• Builds customer relationships by electronically distributing clinic literature. E.g. new client packets, clinician informational sheets, lobby brochures and clinician business cards.
• Demonstrates concern for the patient and a readiness to provide service by reliably opening appointment line on time.
• Facilitates efficient after-hours admission and discharge of patients maintaining a supply of pre-assembled green backs and ensuring notes and supplies are left out for all known admissions/discharges.
• Coordinates with Facilities Management if building problems arise.
• Triage incoming calls for a variety of services utilizing internal triage tracking system as appropriate
• Schedule Large Animal appointments or transfer call to specialty requested as appropriate.
• Consistently and accurately documents and communicates referral information to clinician/service in a timely manner.
• Contacts client in a timely manner to communicate referral instructions and schedule appointment.
• Coordinate with medical records to ensure that patient medical records have been transferred to the VMC prior to patient coming in.
• Inform chief clinician via email of all appointments scheduled so they can verify there are no conflicts.
• Email new clients with pre-admission information.
• Facilitate consults between VMC clinicians and referring DVMs or clients.
• Process calls by answering questions, taking messages and redirecting incoming calls.
• Manage Receiving Services email accounts including consult and appointment requests.
• Distribute incoming faxes appropriately and document actions in VetView.
• Ensure that clients understand that payment is due at time of service and other VMC policies as appropriate.
• Manage Communication responsibilities for receiving services.
• Coordinate pickup and delivery of Confidential Recycling bins

General
• Answer questions and explain procedures for interns, senior veterinary students, and student technicians.
• Problem-solve routine and non-routine complex issues.
• Recognize, document, and alert the supervisor of trends in client calls.
• Recommend process improvements
• Required to cover Customer Contact Center On-Call/Vacation coverage a minimum of four (4) one week blocks from 7p – 6a (Monday – Sunday).
• Required to work a minimum of two holidays per fiscal year.
• Proactively resolves work related issues.
• Willingness to cross train and assist in other areas as assigned
• Train, teaches, and orients new student employees and staff.
• Evaluates daily work in terms of quantity and quality.
• Advisor to AMD, supervisors, directors and staff.

Salary Range $19.33 - $28.88

All required qualifications must be documented on application materials.

Required Qualifications:

• High School diploma / GED and four (4) years of medical or veterinary office experience or medical appointment scheduling experience. Veterinary or medical training/education may be substituted for some of the years of experience.
• Must have reception experience i.e. high volume telephone and face-to-face meet and greet customer service experience.
• Must have experience with and be proficient in Microsoft Office programs or similar software.
• General knowledge of excel spreadsheets.