Service Excellence Clinical Coordinator

The Service Excellence Clinical Coordinator position will be assigned to specific specialty services groups within our small animal veterinary service and will act as the primary administrative support for practitioners, technicians, staff and clients.

Responsibilities include oversight and management of referral cases, client communication, record management, assisting with Incident Reporting (IR) investigations, and other administrative functions within the service.

This position is expected to work 40 hours, Monday Friday, business hours. No overnights, weekends or holidays are expected.

We can offer some flexibility for start / stop times each day.

The employee in this position is designated as essential personnel and may be required to report to work during times of campus closures for weather or other events when the decision to close campus is made by CSU Central Administration.

The successful candidate must be legally authorized to work in the United States by the proposed start date; the department will not provide visa sponsorship of this position. Required Job Qualifications

• Bachelors degree in Health Care Management and Administration OR bachelors degree in other discipline with 5+ years of professional experience which may include experience in human or veterinary related field providing client service including direct interaction with clients, referring doctors or veterinarians, hospital administration, clinicians, students, volunteers, and staff.
• Two or more years of experience in the human or veterinary healthcare field.
• Two or more years of experience in customer service including direct client interaction and communication de-escalation.
• Excellent written communication skills.
• The successful candidate must be legally authorized to work in the United States by the proposed start date; the department will not provide visa sponsorship of this position.

Preferred Job Qualifications

• Excellent verbal communication skills.
• Proficient in Microsoft Office Suite and an affinity for learning electronic medical records technology.
• Five or more years of experience in customer service including direct client interaction.
• Five or more years of experience in veterinary or human healthcare field.
• Ability to work within a team and manage clinic logistics without supervision to include : Ability to set and change priorities and multi-task in a face paced, high- pressure environment while maintaining a positive attitude and attention to detail.

Ability to handle frequent interruptions and adapt to changes in workload and work schedule.Ability to make timely decisions.

Ability to maintain positive working relationships with clinicians, coworkers, students, volunteers, and clients.Ability to accept constructive criticism from senior staff and clinicians.

Ability to maintain a positive attitude at work and set a positive example for the assigned service area.

Diversity Statement Reflecting departmental and institutional values, candidates are expected to have the ability to advance the Departments commitment to diversity and inclusion.

Essential Duties Job Duty Category Administrative Coordination for Assigned Clinic(s) Duty / Responsibility

• Serves as initial point of contact for referring veterinarians and clients.
• Serves as the primary administrative point of contact to facilitate onboarding of technical staff, volunteers, and students for the service.
• Provides orientation materials to veterinary students prior to the start of their rotation, then orients students on first day of rotation to best practices in client communication, records, and how to best handle difficult situations.
• Acts as primary point of contact for veterinary student questions or concerns regarding function of the service or hospital in general.
• Creates and maintains standard operating procedures for administration of the service.
• Reviews initial case needs, then directs the collection and organization of prior medical records, imaging studies, and patient information into the medical record.
• Triages case urgency and liaises with techs, veterinarians, and client to prioritize need.

Percentage Of Time 30% Job Duty Category rDVM and Client Communication Management Duty / Responsibility

• Manage all voicemail and email accounts for service areas, responding directly to clients, rDVMs and distributing messages as necessary to clinicians, students, and technical staff.
• Engage with clients and rDVMs in person or via telephone.
• Manage all administrative communications with clients to include : providing pertinent visit information, addressing questions and concerns, facilitating financial estimates and consents and appointment reminders, managing prescription refills, updating client during visit if medical personnel unavailable, obtaining or sending medical record information.
• Provides client support, including client communication, education, interaction, grief protocol, patient, and staff comfort.
• Triages emergencies for the service and facilitates euthanasia appointments.

Percentage Of Time 30% Job Duty Category Appointment Scheduling Duty / Responsibility

• Assist in making new recheck and multiservice appointments.
• Management and scheduling of rDVM referrals as requested : Initiate communication, schedule, request / upload records, notify rDVM if one of their patients has presented to urgent care and transferred to another service, has been discharged, or euthanized.
• Reviews appointment schedules daily for accuracy and appropriateness.
• Obtain rDVM records, upload to Stringsoft.
• Validate accurate client information in Stringsoft, update as needed with assistance from front-end management.

Percentage Of Time 30% Job Duty Category Incident Report Investigation and Resolution Duty / Responsibility

• Assist in incident reporting investigation for the service(s) while collaborating with the SE Coordinator.
• Collaborates with members of the clinic to find root cause for event.
• Manages follow-up communications with client for resolution and Service Recovery when requested.

Percentage Of Time 10% Application Details