University of Wisconsin - Madison

Position Vacancy Listing

PVL # 229933

Position Summary:

This position provides program support assistance to UW Veterinary Care (UWVC) for medical records and phone reception/appointment scheduling. These duties are performed with exceptional customer service and helpfulness to our clients, referring veterinarians, UW Veterinary Care and SVM staff. This position acts as the first contact position in the clinic for client and patient information on clinic operations as well as support to the UWVC clinical services. This is a key position that requires a high level of professionalism, courtesy, and compassion, along with considerable knowledge of policies and procedures, background in veterinary medical terminology, problem solving abilities, attention to detail, organization, oral and written skills, and auditing for medical record accuracy in all areas of the UW Veterinary Care clinic for smooth and efficient operation. Variations in the percentage of the assignment of duties will occur based on the overall need for efficient operations in both medical records and phone reception/appointment scheduling. This position is under the general supervision of the Medical Records/Phone Reception Supervisor.

Principal duties:

1) Provides day-to-day operational support to medical work unit personnel.
2) Prepares documents for patient admissions and appointments.
3) Serves as first point of contact for all incoming calls to UWVC by answering calls in the hospital call center.
4) Schedules appointments, maintains service calendars, addresses issues and inquiries, and handles appointment cancellations and/or reminders when needed.
5) Receives, submits, and responds to client and referring veterinarian inquiries according to hospital policies and procedures.
6) Logs and distributes incoming correspondence and faxes to appropriate patient accounts and service personnel.
7) Maintains electronic and paper medical records.
8) Assesses patient's situation, based on client interactions, and follows hospital protocols to triage calls appropriately.
9) Curates specialty departments' and individual clinicians' schedules.
10) Provides back-up support in reception and medical records, when needed.