Job Summary:
Do you have excellent customer service skills? Do you love helping animals? Then the Emergency & Critical Care Client Care Liaison position could be for you! Aid the ECC service with triaging calls, coordinating with internal hospital services, and optimizing both internal and external communications in this key support role. Join us!
Responsibilities:
Performs administrative duties to support providers, staff, services, and unit programs. May serve as the primary contact or customer service representative and subject matter expert. Tracks, prioritizes, organizes, and completes multiple ongoing clinical, research or academic projects. Requires Health Insurance Portability and Accountability Act (HIPAA) and Personal Protective Equipment (PPE) knowledge or training.
- 15% Performs administrative tasks including telephone customer service, word processing, transcribing, filing, and calendaring
- 20% Acts as the primary liaison for providers or programs and refers stakeholders to providers, agencies, patients, and staff
- 20% Assists in coordinating the complex daily activities of providers or program(s) by entering information into databases, maintaining files and materials, and preparing reports
- 20% Serves as the primary contact and subject matter expert for specified program policies and procedures
- 5% Identifies opportunities for program improvements and makes recommendations to the appropriate entities
- 20% Support ECC service by triaging calls and working with ECC clinicians and staff to optimize emergency patient care
Tasks:
- Gather patient history from the client to help triage the urgency of the case
- Obtaining information for urgent/emergent calls for scheduling or follow up by the technician coordinators
- Assist with appointment prep
a. obtaining Medical records/diagnostics from referring clinics
b. addressing pre-appointment questions
c. assist with scheduling diagnostics - Help assist with post appointment communications
a. ensure discharge instructions are sent to client and rDVM
b. assist with billing/charge inquiries
c. follow up with clients/patients post op - Help with the service email account and vocera and other internal communications.
- Help with providing estimates over the phone
- Work collaboratively with Reception staff members and other key stake holders.
Institutional Statement on Diversity:
Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.
The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.
For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion
Education:
Required
H.S. Diploma
Preferred
Associate's Degree
Qualifications:
Exceptional customer service skills required. At least 1 year of phone reception experience preferred. At least 1 year of experience working with medical records preferred. Background in medical terminology preferred. Previous experience triaging calls in a veterinary setting is very beneficial.
Work Schedule:
Week 1
Sunday, Wednesday, Thursday, 10am-8pm
Week 2
Tuesday, Friday, Saturday, 10am-8pm
Hours may change slightly based on operation needs, Potential for on-call hours as required by the hospital.
Work Type:
Full or Part Time: 75% - 100%
It is anticipated this position requires work be performed in-person, onsite, at a designated campus work location.
Appointment Type, Duration:
Ongoing/Renewable
Salary:
Minimum $18.00 HOURLY
Depending on Qualifications
Sign-on Bonus of 3-5% of base pay (based on FTE) to be paid over the first year of employment!
Additional Information:
Requires advanced customer service skills, problem solving abilities, and attention to detail.
Physical Demands:
1. Ability to operate telephone, computer, copy machine and fax machine.
2. Ability to sit for long periods of time
3. Ability to stand and walk, and occasionally to carry objects up to 30 pounds.
4. Ability to stand in medical record aisles and reach up or down for records, and occasionally to use a step stool to reach high records
Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment.
UW Veterinary Care offers competitive wages (including night and weekend differential, if applicable), outstanding employee benefits (https://hr.wisc.edu/benefits/new-employee-benefits-enrollment/benefits-for-employees-covered-by-the-wrs/), ample paid time off (https://hr.wisc.edu/benefits/leave/paid-leave/), and financial support for continuing education and pursuing specialty certification.
The UW-Madison campus and the surrounding area have many enriching opportunities. Madison was named the most bike-friendly city; the Dane County Farmer's Market is one of the largest in the nation; Madison has the most restaurants per capita of any U.S. city; Madison consistently ranks as a top community in which to live, work, and play; and the University is nationally recognized for academics and athletics. Please see the following link for more information: https://www.visitmadison.com/
How to Apply:
Begin the online application process by clicking the 'Apply Now' button. Please upload a current copy of your resume, highlighting skills that pertain to this role.
Contact:
Sarah Harnden
smharnden@wisc.edu
608-263-9944
Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.
Official Title:
Medical Program Assistant(HS009)
Department(s):
A87-SCHOOL OF VET MEDICINE/CCU-ANESTH-ER/CCU
Employment Class:
University Staff-Ongoing
Job Number:
297837-CP
The University of Wisconsin-Madison is an Equal Opportunity and Affirmative Action Employer.
Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence through diversity and encourage all qualified individuals to apply.
If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website: https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/
Employment may require a criminal background check. It may also require you and your references to answer questions regarding sexual violence and sexual harassment.
The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).
The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.
