This recruitment will be used to fill two full-time Administrative Program Assistant position for the Veterinary Teaching Hospital in the Carlson College of Veterinary Medicine at Oregon State University ( OSU ).

The Veterinary Service Specialist is an integral, valued member of the service care team comprising of Faculty, House Officer(s), Certified Veterinary Technician(s), and Veterinary Service Specialist. The Veterinary Service Specialist is the communication bridge between service and client, service and referring veterinarian. This position is the first point of contact for referring clinicians and clients. The Veterinary Service Specialist is responsible for helping clients navigate the OSU Veterinary hospital system through triaging calls, scheduling consults (including coordinating pre visit records), coordinating follow up care, managing waitlist, processing invoices and answering client questions.

Working for Oregon State University is so much more than a job!

Oregon State University is a dynamic community of dreamers, doers, problem-solvers and change-makers. We don’t wait for challenges to present themselves — we seek them out and take them on. We welcome students, faculty and staff from every background and perspective into a community where everyone feels seen and heard. We have deep-rooted mindfulness for the natural world and all who depend on it, and together, we apply knowledge, tools and skills to build a better future for all.

FACTS :

• Top 1.4% university in the world
• More research funding than all public universities in Oregon combined
• 1 of 3 land, sea, space and sun grant universities in the U.S.
• 2 campuses, 11 colleges, 12 experiment stations, and Extension programs in all 36 counties
• 7 cultural resource centers that offer education, celebration and belonging for everyone
• 100+ undergraduate degree programs, 80+ graduate degrees plus hundreds of minor options and certificates
• 35k+ students including more than 2.3k international students and 10k students of color
• 217k+ alumni worldwide
• For more interesting facts about OSU visit: https://oregonstate.edu/about

Locations:

Oregon State has a statewide presence with campuses in Corvallis and Bend, the OSU Portland Center and the Hatfield Marine Science Center on the Pacific Coast in Newport.
Oregon State’s beautiful, historic and state-of-the-art main campus is located in one of America’s best college towns. Corvallis is located close to the Pacific Ocean, the Cascade mountains and Oregon wine county. Nestled in the heart of the Willamette Valley, this beautiful city offers miles of mountain biking and hiking trails, a river perfect for boating or kayaking and an eclectic downtown featuring local cuisine, popular events and performances.

Total Rewards Package:
Oregon State University offers a comprehensive benefits package with benefits eligible positions that is designed to meet the needs of employees and their families including:

• Medical, Dental, Vision and Basic Life. OSU pays 95% of premiums for you and your eligible dependents.
• Retirement savings paid by the university.
• A generous paid leave package, including holidays, vacation and sick leave.
• Tuition reduction benefits for you or your qualifying dependents at OSU or the additional six Oregon Public Universities.
• Robust Work Life programs including Dual Career assistance resources, flexible work arrangements, a Family Resource Center, Affinity Groups and an Employee Assistance Program.

Future and current OSU employees can use the Benefits Calculator to learn more about the full value of the benefits provided at OSU.

50% – SERVICE COORDINATION :
Coordinate and schedule patient consultations, patient referrals, and patient appointments and procedures. Adhere to call center service KPIs ensuring internal and external customer satisfaction. Crosstrain in all Veterinary Service Specialist roles and front desk reception positions. Monitor service requests via email, Smartsheet, phone, Vocera and/or electronic medical record (EMR) requests.

Manage multi-line phone system and route calls accordingly. Schedule patient appointments and procedures with appropriate clinician based on the evaluation of the patient, nature of the patient’s medical issue(s), urgency of patients condition and treatment, clinician’s clinic, teaching, research schedules and other commitments, and the availability of hospital space.

Work with a sense of urgency and accuracy when scheduling and admitting emergent or critical patients. Notify all appropriate care team members in a timely manner, ensures all necessary medical records are received before/at time of admission. Help coordinate care between interdepartmental services. Prepare client billing estimates at the direction of the service.

Create and maintain EMR service calendars by meticulously adding clinician, house officer, technician, and CCVM student schedules 3-12 months at a time, and carefully adding/adjusting appointment timeslots 3-6 months at a time.

Request patient medical records from referring veterinarians. Upload records into EMR. Alert service personnel when records have been received and uploaded into EMR. Ensure appropriate medical records have been received prior to patient appointments.

Search Banner for existing IDs. Enter data into computer system and set up medical files. Assemble, organize, maintain, and retrieve medical records according to established protocols.

Call answering service and retrieve messages for service, respond to messages or distribute to appropriate clinicians to address. Process all after-hours admissions from the close of the previous working day.

20% – SERVICE PROMOTION:
Act as a service liaison for clients and referring veterinarians to ensure service delivery and customer satisfaction and respond to customer concerns and complaints. Assist with creation and disclosure of client estimates for services. Provide back up support to front desk and call center(s) as needed. Responsible for the timely and accurate documentation of all client calls and ensure process completion of all tasks.

Receive incoming calls to schedule appointments, assesses the information provided by the owner to determine if medical symptoms reported are of a critical nature and determines the timeframe of when a patient needs to be seen. If needed, direct phone calls to the appropriate personnel for a decision to be made for an emergency appointment.

15% – BILLING REVIEW :
Support VTH Billing Specialist by assisting in the audit of client charges. Duties include processing invoices, ensuring proper fees were charged for services rendered, answering client and staff billing questions. Verify client account status in Banner, analyzes client payment history to ensure client is within OSU VTH financial compliance parameters.

Review computerized entry of client charges from all hospital service areas. Computerized entry of all deposits, invoices and receipts for hospital cases and pharmacy dispensing. Maintenance of patient financial record. Review outstanding and pending charges.

Disseminate billing information and provide clinicians with current billing status on an as requested basis. Prepare invoice. Process appropriate paperwork for signatures prior to release of animal patient, verify completion of financial record and other information as required. Prepare final accounting for discharge invoice and review charges with patient owner at time of animal discharge.

10% – REPORTING & COMPLIANCE :
Perform real time auditing of medical records to ensure all required records have been received for the team prior to the appointment. Performs post visit auditing of medical records to ensure all hospital records have been completed by the service. Track and report third next available appointment stats to determine scheduling capacity.

5% – OTHER DUTIES AS ASSIGNED :
Training opportunities are made available by way of online training (i.e. medical terminology, records maintenance, medical reception protocol, normal animal behaviors/how to spot abnormalities, etc.), as well as annual refresher trainings. Attends departmental meetings and remains current on clinic/departmental policies and procedures and accreditation standards.

Three years of office experience which included two years at full performance level and experience generating documents; and Lead work responsibility or coordination of office procedures.

Ability to multi-task with a high level of attention to detail.

Ability to communicate effectively and professionally both verbally and in writing.

Ability to follow standard operating procedures and protocols.

Ability to interpret and comply with laws, rules, policies, and/or guidelines.

This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per University Standard: 05-010 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months.

This position requires extended periods sitting at a desk and talking on the phone. Incumbents may be stationed within reception or within a call center.