Clerical Assistant (Client Liaison) (req4806)
The University of Saskatchewan values diversity, and Indigenous engagement is a strategic priority.
Department: Veterinary Medical Centre
Status: Term up to 12 months, with the possibility of extension or becoming permanent
Employment Group: CUPE 1975
Shift: Monday to Friday, 7.5 hours per day, flexibility provided on start and end times of the shift, regular business hours are between 8am - 5pm.
Full Time Equivalent (FTE): 1.0
Salary Information: The salary range, based on 1.0 FTE, is $21.00 - 29.00 per hour (Operational Services/Phase 4). The starting salary will be commensurate with education and experience.
Posted Date: 8/7/2019
Closing Date: Until Filled
Number of Openings: 1
Primary Purpose: This individual is the interface between the Ophthalmology and Oncology services and the client ensuring the flow of the service is optimal and efficient. This position enhances the client experience by ensuring the client is fully informed on all procedures, costs and understands what is happening with their pet during their visit.
Nature of Work: Reporting to the Manager of Referrals and Client Services, this position functions as a member of the client services team supporting the Oncology and Ophthalmology services directly. They will work within a fast paced, demanding environment with exposure to animals, frequent interruptions, and multiple simultaneous demands. They will frequently deal with client interactions involving confidential, sensitive and emotional situations (such as grief counselling, emergency care and monetary transactions) requiring delicacy and tact. Constant communication with clients, clinicians, reception, technicians and students in person, through email and over the telephone is involved. This position exercises judgment when booking appointments for the various disciplines in the clinic.
- Enhances the VMC reputation by accepting ownership for accomplishing new and different requests; explores opportunities to add value to the job.
- Educates owners about our services by describing the services and procedures we offer and newest technologies available at the VMC. Also inform owners about current clinical trials.
- Assists clients with travel arrangements providing hotel information, directions to the clinic as well as around the city.
- Ensures clients are educated about their visit and know what to expect. Provides personalized customer service to clients and their animals upon arrival at the clinic. Ensures they are familiar with the reason for the visit and are able to identify pet and client by their name. Ensures the client is updated on their animal’s status throughout the day if the student is unavailable. Ensures all paperwork is completed and signed, review basic handouts with the client
- Assists clients with the scheduling of air and ground transportation for animals travelling to and/or from the clinic via air cargo. Informs owner of arrival of the animal at the clinic and ensures all required travel documents and kennel are prepared prior to departure and informs owner when animal has left the clinic
- Ensures all referring veterinarian records are received and added to the patient record. Contacts referral clinic for additional records if required. Follows up on discharge notes to ensure the referring veterinarian is also notified.
- Ensures all billing is accurate and reviewed with the client, answering questions and processing payments in the examination room. Handles all payment types and works within VMC protocols to ensure a balanced close out at the end of the day
- Discharges clients ensuring all Ready To Go (RTG) instructions are followed including billing out client, providing discharge notes and scheduling any follow-up appointments as instructed by the clinicians.
- Manages follow-up communication with clients, ensuring client’s animal is doing well and makes clinicians aware of any concerns the client has that requires attention.
- Maintains work flows for the oncology and ophthalmology services and is in charge of patient flow through the exam rooms, tracking waiting times and ensuring someone from the service sees the client in a timely fashion.
- Monitors the oncology and ophthalmology message boards and brings urgent concerns to clinician’s attention or handles independently if able.
Education: Graduate from a secondary program in the client service area and/or medical field. An equivalent combination of training and experience may be considered.
Experience: At least 3 years of working experience in a hospital setting that required direct interaction with clients as well as clinicians. Individuals should have a strong understanding and/or clinical experience in the oncology and ophthalmology fields.
Skills: Excellent interpersonal and communication skills, both written and verbal; highly effective public and customer relations skills, including the ability to provide timely and courteous service under stressful conditions with a tactful and firm approach; ability to effectively work independently as well as part of a team; demonstrated accuracy in data entry and the ability to maintain attention to detail; proven problem solving abilities ; a strong knowledge of veterinary medical terminology, veterinary anatomy and disease processes; a knowledge of species and breeds; proficiency with computers to complete appointment scheduling, billing, and lab requests; ability to multitask and demonstrate effective organizational skills in a fast paced environment; and the demonstrated ability to handle cash accurately.
This position is in scope of CUPE 1975
The University of Saskatchewan is strongly committed to a diverse and inclusive workplace that empowers all employees to reach their full potential. All members of the university community share a responsibility for developing and maintaining an environment in which differences are valued and inclusiveness is practiced. The university welcomes applications from those who will contribute to the diversity of our community. The University must, however, comply with federal immigration requirements. All qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority.