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.
   

About University of Minnesota, Twin Cities

The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.

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