Client Care Team - Referral Coordinator

Posting Details

Posting Details

Posting Number S12622P

Working Title Client Care Team - Referral Coordinator

Department VetMed-VTH Admin Services

About the University of Georgia

Since our founding in 1785, the University of Georgia has operated as Georgia's oldest, most comprehensive, and most diversified institution of higher education (https://www.uga.edu/). The proof is in our more than 235 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University's main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,000 faculty and more than 7,700 full-time staff. The University's enrollment exceeds 40,000 students including over 30,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 18 schools and colleges, as well as a medical partnership with Augusta University housed on the UGA Health Sciences Campus in Athens.

About the College/Unit/Department

The University of Georgia College of Veterinary Medicine, founded in 1946, is dedicated to training future veterinarians, providing services to animal owners and veterinarians, and conducting investigations to improve the health of animals as well as people. The college benefits pets and their owners, food-producing animals, and wildlife by offering the highest quality hospital and diagnostic laboratory services. Equipped with the most technologically advanced facilities located on a university campus, the college is dedicated to safeguarding public health by studying emerging infectious diseases that affect both animal and human health.

The College of Veterinary Medicine values all members of the university community, recognizing that differences in experience and culture can only lead to a more well-rounded, accepting academic environment as embodied in our Principles of Community (http://vet.uga.edu/principles-of-community/" target="_blank">http://vet.uga.edu/principles-of-community/>)

College/Unit/Department website https://vet.uga.edu/hospital-and-primary-care/hospital/

Posting Type External

Retirement Plan TRS

Employment Type Employee

Benefits Eligibility Benefits Eligible

Full/Part time Full Time

Work Schedule

Additional Schedule Information

Monday-Friday, 8:00 a.m.-5:00 p.m.

Advertised Salary $18-19 per hour.

Posting Date 09/10/2024

Open until filled Yes

Closing Date

Proposed Starting Date 09/29/2024

Special Instructions to Applicants

Location of Vacancy Athens Area

EEO Policy Statement

The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, genetic information, disability, gender identity, sexual orientation or protected veteran status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu).

USG Core Values Statement

The University System of Georgia is comprised of our 26 institutions of higher education and learning, as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://www.usg.edu/policymanual/section6/C2653.



Position Information

Classification Title Administrative Specialist / Coordinator

FLSA Non-Exempt

FTE 1.00

Minimum Qualifications

Requires technical knowledge in the field acquired through an apprenticeship, a 2-year degree, or professional certificate. Please contact your Human Resources office for an evaluation of education/experience in lieu of the required minimum qualifications.

Preferred Qualifications

-Preferred experience within an animal hospital setting with advanced veterinary terminology utilized on a daily basis.
-Exceptional customer service skills
-High level ability to retain large amounts of information to recall at a later time.

Position Summary

The primary responsibility for this position will be the first point of contact for veterinarians calling in referrals to the Veterinary Teaching Hospital (VTH). This position ensures accurate and detailed medical history of each referred patient as needed by the specialty services requested, while operating a busy telephone system. Utilization of advanced knowledge of terminology to communicate professionally with referring veterinarians and specialty clinicians is essential for the position.

Knowledge, Skills, Abilities and/or Competencies

• Proven ability to deliver excellent customer service, in a calm, professional manner, during challenging circumstances
• Ability to maintain effective collaborative relationships with faculty, staff, customers, students, and other stakeholders
• Successful utilization of Microsoft Office Suite, especially Word, Excel, and Outlook. Ability to learn and become proficient in other programs such as Vetview.
• Ability to operate and maintain a multi-line phone system as well as common office machinery such as a copier and printer
• Proven knowledge of veterinary terminology
• Excellent verbal and written communication skills
• Able to maintain confidentiality with sensitive information

Physical Demands

1. Lift and carry up to 15 pounds both assisted and unassisted.
2. Sit for long periods of time and use of repetitive actions during the entire work day
3. Deliver items throughout the Veterinary Teaching Hospital through the course of the day

Is driving a responsibility of this position? No

Is this a Position of Trust? Yes

Does this position have operation, access, or control of financial resources? No

Does this position require a P-Card? No

Is having a P-Card an essential function of this position? No

Does this position have direct interaction or care of children under the age of 18 or direct patient care? No

Does this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications) Yes

Credit and P-Card policy

Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.

Background Investigation Policy

Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website.



Duties/Responsibilities

Duties/Responsibilities

• Responds in a timely and professional manner to calls from referring, community based, veterinarians as well as the Vet Teaching Hospital (VTH) personnel
• Utilizes advanced knowledge of veterinary terminology to communicating referring veterinary diagnosis, appropriate VTH specialty service, and coordinate assessment/consultation
• Enters patient medical data/history directly into Vetview system while communicating with referring veterinary clinic
• Works with VTH billing policies and practices to develop an accurate medical cost estimate of specialty services for client/patient discussion and decision making
• Accurately applies knowledge of VTH procedures and protocols to routine and unique situations, ensuring all proper mandates are followed when commencing a referral

Percentage of time 50 Duties/Responsibilities

• Support all appointment desk activities by coordinating appointments for designated specialty services
• Communicates with clients via email and phone to confirm all appointment information is accurate and pre-appointment details are provided in written email
• Acts a liaison between client and medical staff for clarification of patient care through text messages, phone calls, or emails
• Handle fast paced and sometimes stressful situations with a calm demeanor and no reduction in proficiency.

Percentage of time 40 Duties/Responsibilities

Works as part of the specialty services team as a dedicated client support person to facilitate resolution of client issues. Will mediate with clinicians on the service and the client to improve satisfaction and understanding of patient care provided. Will work with VTH management to resolve issues outside the scope of this position. Additional duties as determined.

Percentage of time 10

Contact Information

Recruitment Contact

Contact Details

For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below.

Recruitment Contact Name Kris Mitchell

Recruitment Contact Email Krista.Mitchell@uga.edu

Recruitment Contact Phone (706)542-4459

Posting Specific Questions

Required fields are indicated with an asterisk (*). Applicant Documents Required Documents

1. Resume/CV
2. Cover Letter
3. List of References with Contact Information

Optional Documents