Veterinary Teaching Hospital (VTH) Front Area Office Manager

Posting Details
Posting Detail Information
Working Title
Veterinary Teaching Hospital (VTH) Front Area Office Manager
Position Location
Fort Collins, CO
Work Location
Position is fully in-office/in-person
Research Professional Position
No
Posting Number
202400138AP
Position Type
Admin Professional/ Research Professional
Classification Title
Prof/Indiv Contrib III
Number of Vacancies
1
Work Hours/Week
40
Proposed Annual Salary Range
$53,364 - $61,000 with full benefits (salary is commensurate with experience and qualifications)
Employee Benefits
Colorado State University is not just a workplace; it's a thriving community that's transforming lives and improving the human condition through world-class teaching, research, and service. With a robust benefits package, collaborative atmosphere, commitment to diversity, equity and inclusion, and focus on work-life balance, CSU is where you can thrive, grow, and make a lasting impact.

• For detailed benefit plan information for eligible employees, visit https://hr.colostate.edu/hr-community-and-supervisors/benefits/benefits-eligibility/ and https://hr.colostate.edu/prospective-employees/our-perks/.
• For the total value of CSU benefits in addition to wages, visit https://hr.colostate.edu/total-compensation-calculator/.
• For more information about why Fort Collins is consistently ranked in the top cities to live in, visit https://hr.colostate.edu/prospective-employees/our-community/.

Desired Start Date
Position End Date (if temporary)
To ensure full consideration, applications must be received by 11:59pm (MT) on
02/11/2024
Description of Work Unit
Veterinary Teaching Hospital
The purpose of this work unit is to instruct professional veterinary students, produce a professional environment for veterinary medical research and to efficiently operate a veterinary medical facility capable of delivering intensive animal care for the general public and referral service for private practice veterinarians. To provide clinicians, clients and veterinary students with the most accurate and current information for health, teaching and research purposes while assuring a high level of confidentiality.
Why work at Colorado State University?
CSU was recently ranked first among Colorado-based educational employers and fifth among all in-state employers in Forbes magazine's "America's Best Employers by State!"
We are looking to add individuals to our team who have the following characteristics:

• Confidence - they expect success in what they do
• Compassion - they have genuine care and concern for others
• Commitment to Inclusive Excellence - they engage principles of diversity, equity, inclusion, and justice in all they do, valuing a supportive community where everyone's contributions are valued, and all voices are heard
• Empowerment - they use their knowledge and skills to adjust, change, and improve daily tasks/work for themselves and others
• Integrity - they are honest, and others trust them
• Responsibility - they take ownership of decisions and actions

Our Investment in You
Colorado State University (CSU) is committed to providing employees with a strong and competitive benefits and well-being package that supports you, your health, and your family.
These CSU resources help with many aspects of your life - financial, physical, emotional, family, workplace wellness. These resources are part of our investment in you.
Employees are benefits eligible when working a minimum of 20 hours per week; benefits outlined below reflect full-time status of 40 hours per week; some benefits would be prorated for part-time status.

• Paid time off to include 24 vacation days, 15 sick days, 11 paid holidays annually
• Attractive evening work schedule that is flexible yet consistent Monday-Friday
• Comprehensive benefits programs and services including Medical, Dental, Vision, Life, Disability, Parental Leave, work/life resources, and more
• Robust Employee Assistance Program (EAP) for your overall well-being
• FREE college credit courses (up to 9-semester credits per year) through the Employee Study Privilege program
• Tuition Scholarships up to 50% for eligible family members
• FREE employee growth opportunity through CSU training and development opportunities
• After-school programs and summer camps for kids
• Community Discounts
• FREE MAX transit use with CSU identification

For more detail about these and other Health and Welfare benefits and Commitment to Campus programs, visit our CSU Well-Being Hub at https://hr.colostate.edu/well-being-hub/and our Benefits programs for Administrative Professional employees: https://hr.colostate.edu/current-employees/benefits/afap/
Retirement Programs
While employees of CSU do not contribute to Social Security, the University and the state of Colorado offer competitive retirement plans. As a condition of employment and required by Colorado law, employees are required to participate in either the University's Defined Contribution Plan (DCP) or the Public Employee's Retirement Plan (PERA) of Colorado. Each plan offers a generous employer match between 10% - 21%. For more information, visit: https://hr.colostate.edu/current-employees/benefits/afap/retirement/
Campus Culture and Principles of Community
Colorado State University has a campus culture that is driven by a desire always to do better and a vision to be the best place to learn, work, and discover. Our Principles of Community - Inclusion, Integrity, Respect, Service, and Social Justice - reflect our core values and support CSU's mission and vision of access, research, teaching, service, and engagement. Each member of our community has a responsibility to uphold these principles when engaging with one another and acting on behalf of the University. For more information visit: https://hr.colostate.edu/prospective-employees/our-people/
Tobacco and Smoke-Free
Colorado State University is a tobacco and smoke-free campus. For the health of our university community, the use of smoking, vaping or tobacco products is prohibited on CSU grounds or in buildings.
Position Summary
The purpose of this position is to provide leadership and supervision for small animal, equine and livestock reception as well as the call center. This position is responsible for establishing workforce model and hiring personnel. This position will supervise small animal and large animal reception and call center personnel, maintaining job knowledge of all positions associated with the Front Areas and any changes associated with the job duties. This position will be responsible for time-clock management, hiring, performance planning, disciplinary guidance, yearly reviews, Front Area staff schedules including call outs, and the implementation of process improvement initiatives.
Successful candidate will have availability between 6:30am and midnight. This position is responsible for some after-hours communication.
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 for this position.
Required Job Qualifications

• High School Diploma or GED
• Five (5) years of client-facing customer service experience
• One (1) year of supervisory or leadership experience
• Two (2) years of administrative experience
• 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 for this position.

Preferred Job Qualifications

• Demonstrated experience with staff scheduling
• One (1) year of client conflict resolution/de-escalation experience
• Experience with medical terminology
• Medical background/experience

Diversity Statement
Reflecting departmental and institutional values, candidates are expected to have the ability to advance the Department's commitment to diversity and inclusion.
Essential Duties
Job Duty Category
Supervision
Duty/Responsibility

• Supervise State Classified and Administrative Professional staff. Consistently provides an environment that supports employee's learning and development. Evaluates employee performance and assists employees in short and long-term development plans. Effectively practices appropriate interpersonal conflict resolution techniques, listens to employee concerns and effectively implements a successful process and improvement strategy. Recommends and completes required documentation for corrective action when necessary.
• This position initiates the hiring process to fill open positions, interviews applicants, and recommends new hire, promotion or transfer. Ensures a positive on-boarding experience. This position is responsible for the daily management of the time clock including correcting clock-in errors and approving leave time requests. Must be able to assess coverage in all areas prior to approving leave requests and to adjust schedules under various circumstances while providing adequate coverage to ensure optimal customer service.
• Attend supervisor/leadership meetings and participate on working subcommittees.
• Manage staff schedule to ensure adequate coverage in all Front Areas. Which includes managing call outs and adjusting the schedule as needed.

Percentage Of Time
50%
Job Duty Category
Cross Coverage for Receptionist and Call Center Agents
Duty/Responsibility

• Provides support for equine and livestock and small animal reception as well as financial service, medical records, parking lot attendant and call center services by maintaining job knowledge of all positions associated with the Front Areas and any changes associated with the job duties. This position is required to have a medical background or equivalent training.
• This position will lead the team in the reception area, directing focus on the clients when they arrive on-site and for the duration of their visit, appointment or procedure. Specifically, assisting staff to identify resources and be able to assist at an exceptional customer service level - check clients into the hospital, direct individuals, assist with client concerns, update electronic scheduling system, keep clients informed and ensure that patients are seen in a timely manner. They will directly influence the clients' VTH experience. This position will work with other Front Area managers to ensure support for the call center, reception, parking attendant, medical records, and financial services areas.
• Supervision of the call center positions will focus on pre-admission/pre-registration and communications. Specifically, supporting a high level of customer service by answering all calls coming into the main hospital, small and large animal direct lines, scheduling appointments, paging/connecting clinicians and routing calls appropriately. The call center will also maintain online scheduling system, verify client/patient information, verify rDVM contact information, explain appointment process and procedures and determine patient service area based on nature of medical concerns and urgency of condition.
• This position will help maintain the rDVM data in Stringsoft. Will be responsible for adding and updating database. Will also assist with corrections and merging of client account information.
• This position helps to manage and maintain the VTH call center system and software.

Percentage Of Time
30%
Job Duty Category
Unit Operations
Duty/Responsibility

• This position understands access, admissions, registration and scheduling processes associated with the VTH hospital and the impact their decisions and or changes will make on the hospital in its entirety.
• This position must be capable of effectively evaluating work-flow in call center and receptions units while identifying areas of concerns. Regularly consults with clinicians and/or staff impacted by the service to identify issues and ultimately recommends an effective process improvement strategy to resolve inefficiencies. Implement changes that will increase productivity and improve work standards. Consistently ensures accuracy of procedure manuals at all times.
• Evaluates relevant information from appropriate sources and provides input into continuously changing technologic advances in the hospital. Provides input for electronic medical records and electronic office management for ultimate process improvement. This task requires knowledge of medical terminology and how medical terms associate with each other. Monitors call center monitoring software to determine staffing needs and opportunities to improve call performance.
• This position collaborates with colleges to oversee budget and financial responsibilities within the reception and call center cost centers.
• This position evaluates vendor products and makes recommendations. This position participates in the design and implementation of new registration, scheduling, billing-electronic medical record system application throughout the VTH.

Percentage Of Time
20%
Application Details
Special Instructions to Applicants
Interested applicants must submit a cover letter which addresses how professional experiences align with identified required and preferred qualifications of the position, a current resume, and the names, e-mail addresses, and telephone numbers of three (3) professional references by 11:59pm (MT) on 2/11/2024. References will not be contacted without prior notific...