Spectrum of Care Clinic - Client Services Lead

This is a 2-year, grant funded position; employment beyond the initial 2 years is dependent on obtaining additional funding.

Days/Hours: Monday to Friday, 8:00am to 4:30pm

Summary:

The Client Services Lead is responsible for the client experience at the Spectrum of Care Clinic. This position will work closely with clinic leadership to ensure scheduling and efficient client and patient flow and will have an integral role in building out the daily logistics of the new Spectrum of Care clinic.

Essential Functions

Collaborative Care - 50%

* Liaison and first point of contact for the Spectrum of Care clinic

* Triage incoming calls for appropriate client selection and divert to VMC as appropriate.

* Manage main clinic email accounts including appointment requests, pharmacy refills requests, and followup communication as directed by clinical staff.

* Coordinate electronic and phone based communication with clients for intake, referrals, and followup instructions.

* Explains complex clinic policies and procedures to new students/interns

* Communicates with services to ensure efficient and effective patient care.

* Independently resolve problems/questions

* Consult with clients/owners and referring veterinarians; facilitate patient referrals to main VMC as needed

* Cross-trains Customer Contact Center staff for working shifts in the Spectrum of Care clinic.

* Ensure estimates for care, discharge information and important deliverables are timely and accurate.

* Ensures clients are aware that payment is due at time of service

* Maintains VMC cleanliness standards.

Front Desk - 30%

* Provides all stakeholders a warm welcome to the Spectrum of Care Clinic through caring, consistent and knowledgeable communication

* Give directions to vendors, clients and visitors

* Creates a safe, secure, and accident-free work environment by ensuring that clients/patients are accompanied by a staff member when unloading and entering clinical areas.

* Quickly and efficiently identifies distressed clients and works to understand and address the concerns in the moment. Escalates to appropriate staff members when necessary.

* Enforces and communicates VMC policies as appropriate.

Record keeping and documentation - 15%

* Assists with accurate electronic medical record keeping by following relevant clinic policy.

* Ensures that the billing process is initiated in the hospital computer system and all personnel tending to patients are entered on bill order.

Administration - 5%

* Aids in initial development of clinic policies and procedures relevant to position.

* Recognize, document, and alert the practice manager of trends in client calls.

* Recommend process improvements

* Proactively resolves work related issues.

* Willingness to cross train and assist in other areas as assigned

* Train, teaches, and orients new student employees and staff.

* Evaluates daily work in terms of quantity and quality.

* Participate in topic rounds with DVM and technician students as appropriate and relevant

All required qualifications must be documented on application materials.

Minimum Qualifications:

High School Diploma/GED and four years of related office experience in a medical or veterinary office, or medical appointment scheduling.

Preferred Qualifications:

Reception experience i.e. high volume telephone and face-to-face meet and greet customer service experience. Experience with and be proficient in Microsoft Office programs or similar software. General knowledge of excel spreadsheets.

What is the Spectrum of Care clinic?

Spectrum of Care is an emerging pedagogy to intentionally teach clinical problem solving, flexible treatment plans and contextualized care. Many seasoned general practitioners already practice this way, but it is a learning gap that has been identified at teaching institutions. The Spectrum of Care Clinic at UMN is a teaching clinic designed to provide clinical year veterinary students primary case responsibility with a broad range of clinical presentations outside the walls of a tertiary referral center.

Pay Range: $22.71/hr to $27.03/hr; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for the position and attach a resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).